Refund policy
Returns Policy
Defective Product Policy
We stand by the quality of our products and offer a 1-year limited warranty covering defects across all categories. This warranty is applicable from the date of purchase and includes:
- Battery Defects: Any issues with the battery not functioning as intended.
- Coil/Juice Defects: Issues such as leaking, or spoiled juice/nicotine.
- Quality Defects: Any other defects that impact the product’s performance and quality.
- Confectionary: Most confectionary products are final sale unless there is an active manufacturing defect. (primarily for sweets.onedistro.com clients)
Please Note: This warranty does not cover any defects or damages resulting from improper storage. Products must be stored at temperatures ranging between 12°C and 25°C to maintain their quality and functionality.
Time Frame and Conditions for Returns
- 15 days from the date of purchase for defective products.
Products must be in new, sellable condition for returns. Defective products can be returned in any condition provided an excise stamp is included. A 15% restocking fee will apply for damaged returns without an excise stamp.
Return Shipping and Refunds
- OneDistro covers return shipping costs for defective products.
- For other types of returns or exchanges, customers are responsible for the return shipping.
- Refunds are processed within 3-7 business days after receiving the returned products.
- On-time returns: Refund to the original payment method.
- Late returns: Store credit.
Defective products will be replaced, and replacements can only be exchanged with a 15% restocking fee.
Non-Returnable Items
- Clearance items are final sale.
- Gift cards are non-refundable.
- Replacement units from defective product claims cannot be refunded, only exchanged with a 15% restocking fee.
