Effective Date: 2026
Support Email: contact@smoke-gear.com
We stand behind our products and offer a clear, customer-friendly return and refund policy. This policy applies to all purchases made on smoke-gear.com.
1. 30-Day Return & Refund Guarantee
All customers may return unused, unmodified, and intact products within 30 calendar days from the date of delivery for an exchange or full refund. Once your returned package is received and inspected by our warehouse, the refund process will be completed within approximately 5 working days.
To qualify for return:
- Items must be brand new, unused, and unaltered.
- All original packaging, boxes, accessories, manuals, and factory documents must be complete and undamaged.
- No scratches, modifications, disassembly, or artificial damage.
2. Mandatory RMA Return Authorization Rule
All returns require an official RMA (Return Merchandise Authorization) number before shipment.
Please contact us via email: contact@smoke-gear.com to apply for your RMA number before sending back any items. Write the RMA number clearly on the outside of your return package.
Packages returned without a valid RMA number will be rejected and will not be eligible for refunds.
3. Non-Returnable & Non-Refundable Conditions
- Products that have been modified, disassembled, or altered by the customer.
- Products with obvious signs of use, scratch damage, or artificial tampering.
- Wholesale/bulk orders and customized personalized orders.
- Discounted clearance items and end-of-line products (only repair service available, no refund or replacement).
If a returned item is found tampered or non-defective as claimed, we reserve the right to return the product to the customer at the customer’s own shipping cost without a refund.
4. Return Shipping Responsibility
For personal reason returns (no quality issue): The customer is responsible for all return shipping fees. Original shipping charges are non-refundable.
We strongly recommend using a trackable shipping method and purchasing shipping insurance for return packages. Smoke-Gear is not responsible for lost, stolen, or damaged parcels during customer return transit.
5. Damaged, Defective or Incorrect Items
If you receive damaged, faulty, or incorrect products, please contact our support team immediately via our official email.
To apply for a damage/error claim, you need to provide:
- Clear product photos
- Problem demonstration videos
- Related product information for verification
After successful verification, we will cover the return shipping cost for defective or wrong items, and provide refund, replacement or exchange service accordingly.
6. Refund Processing Time
After your return package is received, inspected and confirmed compliant, your refund will be processed within 5 working days. The actual arrival time of the fund depends on your bank and payment platform processing cycle.