Returns & Refunds Policy | Urban Smoke TX
Order Cancellations
You may cancel your order before it has been shipped by contacting us immediately at [support@urbansmoketx.com]. If the order has already been processed or shipped, standard return procedures apply.
Return Eligibility
We accept returns under the following conditions:
| Scenario | Return Window | Condition | Refund Method |
|---|---|---|---|
| Changed mind / no longer want | 14 days from delivery | Unopened, unused, in original packaging with all accessories | Refund to original payment method minus shipping |
| Wrong item shipped | 14 days from delivery | Item must be unopened | Full refund or replacement + prepaid return label |
| Damaged in transit | 48 hours of delivery | Report with photos | Full refund or replacement + prepaid return label |
| Defective hardware | Per warranty period | See Warranty section above | Replacement, repair, or refund per warranty policy |
| Wrong flavor / nicotine strength ordered | 14 days from delivery | Unopened, sealed, in original condition | Exchange or store credit |
Items That CANNOT Be Returned
For health, safety, and hygiene reasons, the following items are final sale and cannot be returned:
- Opened or used e-liquids (even if partially used)
- Opened or used coils, pods, or atomizers
- Used disposable vapes
- Opened or used drip tips, mouthpieces, or any item that contacts the mouth
- Products that show signs of use, wear, or damage caused by the customer
- Clearance, final sale, or “as-is” items
- Gift cards and store credits
Return Process
- Request a Return: Email [support@urbansmoketx.com] with your order number, reason for return, and photos of the item (if damaged/defective).
- Return Approval: We will review your request and issue an RMA number if approved.
- Ship the Item: Pack the item securely in its original packaging with all accessories, manuals, and included items. Write the RMA number clearly on the outside of the package. Ship to the address we provide.
- Inspection: We will inspect the returned item within 3-5 business days of receipt.
- Refund/Exchange: If approved, refunds are processed within 5-7 business days to the original payment method. Exchanges are shipped within 3-5 business days.
Return Shipping Costs
- Customer responsibility: For returns due to change of mind or wrong item ordered by customer, the customer pays return shipping.
- Our responsibility: For returns due to our error (wrong item shipped, damaged in transit, defective product), we provide a prepaid return label.
- Original shipping costs: Original shipping charges are non-refundable except in cases where we made an error.
Refund Processing
- Refunds are issued to the original payment method used at checkout.
- Credit card refunds typically appear within 5-10 business days, depending on your bank.
- PayPal refunds typically appear within 3-5 business days.
- Store credit is issued immediately upon approval and never expires.
Late or Missing Refunds
If you haven’t received your refund after 10 business days:
- Check your bank account and credit card statement again.
- Contact your credit card company or bank — processing times vary.
- If you’ve done all of this and still have not received your refund, contact us at [support@urbansmoketx.com].
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at [support@urbansmoketx.com].