TERMS AND CONDITIONS
- My item is DOA(dead on arrival), how could I do?
We feel very sorry for the defected item you received. Though we have an extensive testing before shipping, we can’t 100% avoid this problem. After you receive your order, please test them first. If you receive any broken item, please contact us within 48 hours, we will try our best to get it squared away.
- Should I send back broken items?
We require our customers to send back the broken items to ship it back to manufacturer. Please note that some brands require S/N (serial number) before providing replacements. We recommend you to keep the package after you get the parcel, or take a picture of SN before you discard it. If your items are broken unfortunately, please contact us via WhatsApp or Email ([email protected]) ASAP with following information:
Security Number: (For Innokin Only)
Video/video link or picture:
1) Video/video link or picture must be straight to the point and show the problem clearly
2) Serial Number for Innokin, WISMEC, Eleaf, Aspire, VOOPOO and Joyetech product is a must. According to Aspire, VOOPOO and Innokin’s requirement, all Aspire, VOOPOO and Innokin items also require security number.
3) You may kindly provide detail information
S/N (Serial Number):
Videos/Pictures showing detail questions:
Possible Order Number:
- When will I get a replacement?
Generally, we will ship the replacement after approving the problem. When you place your new order, please leave a message in order note to remind us of it, or you can contact us directly. Sometimes when the replacement is not available, we will ship your order first and leave the replacement sent to you with your next order.
- Resellers: I don’t want to return one single item, how to do?
For resellers, you can replace the item for your customers and collect the broken items in one or 2 months(within the guarantee period) to send them back to us together. Please contact us when you are ready to send them back to us, we will process the replacement for all of them together.
- I haven’t sent back the previously broken item, how to do if I have one more item broken?
According our records, if we find that you haven’t sent back previously broken items which have been replaced, we won’t process the new replacement until we receive them. Please send all of them back to us within guarantee period, we will inform you and process the new replacement for you after we receive them.
- Do you provide any envelop or postage?
We don’t provide any envelop or postage for returned items. Please do confirm our receiving address with us before you post back broken items, or we will not be responsible if they are lost.
- Suddenly after I order and paid, I don’t want my order anymore!
No problem, your fund will be kept for your future purchases. However we don’t offer cashback.
Though we suggest our customers choosing cheapest airmail to post back broken items to save your costs, we are not responsible for lost parcels. You’d better use registered airmail or express shipping if you need to return many items together. We do appreciate your understanding and value your trust in Dukhan Store.