Important Returns Notice - Policy Update 25/08/2017
Posted by BKS Tradeline LTD on 25/08/2017 09:58
Important Returns Notice
BKS – E-Cigarette Returns:
At BKS, in order to process returns we require the following: -
Due to the increasing amount of non-faulty items being returned & the increasing amount of products being returned which have not been originally supplied by ourselves (Including a percentage of FAKE products). We have now been forced to introduce a much more strict returns policy which must be adhered to.
Firstly we ask you to do your best to resolve any issues you may have with the items in store, as many issues with e-cigarette kits arise from user error or requiring a simple change of coil.
- An itemised list of items being returned including a description of the fault with each item.
- Full packaging including any components provided with the unit i.e charging cables (consumable items are exempt unless fault is present from D.O.P/ Unused condition).
- Call/email to confirm there are items to be returned, this is our standard practice as we can also advise or assist on the phone.
- If possible; a receipt for original date of sale, which is used to confirm if the device is within the manufacturers’ warranty period.
- Check to see if the item is genuine, look and compare to a current item in your store. Some items are being purchased and switched with good imitation but still fake products which will not be accepted as a return. This is the case even if supplied back to us in authentic packaging.
- Ensure the fault has not arisen from customer misuse. For example dry firing a coil is not covered.
- Coils or consumable items are not covered as a whole simply due to the nature of the item.
We aim to process all items within 1 week of receiving however during busy periods this may take a little longer. All returns will have a full resolution within 30 days. Any returns which are received which do not follow the above requirements will take longer to process due to needing more time or it could possibly mean we are unable to process the item. In this instance they will by default be returned to you on your next order.
We endeavour to help where possible to get a full resolution but due to manufacturers policy we are limited to what can be offered.
All items which are approved as faulty returns will be issued with an immediate credit note. This is to ensure you have full flexibility on how you can use it, either deduct the value off of your next order or give your customer the option to choose a different device rather than be issued with an exact replacement.
Please ensure your customers are aware that they are responsible for keeping their device in good working order and any damages through their usage are not covered by manufacturers warranty.
We cannot offer refunds on any items which fall into this category however if your in store refund policy is different, that is down to your own discretion.
Unfortunately we are unable to offer free returns postage on faulty items as we already offer to cover and subsidise the courier fees on any qualifying orders.
BKS – Headshop Returns:
At BKS, any item which is considered to be of a headshop nature will be assessed on a case by case basis. This is discussed either by email or phone.
If you have received an item which is faulty or broken – we may just request for it to be returned or discarded. A credit will be made in either case. For breakages, photographic evidence of any damages MUST be notified to us within 3 DAYS OF RECEIPT of the order. Any claims outside of this will be processed at our discretion, this is due to claiming funds back from the courier service – we have approximately 5 working days to make a claim and need time to also process it from our end.
Again, any items of a consumable nature will not be covered due to the nature of the item.
By placing any future orders you are agreeing to the above terms of business.
We have checked with our local trading standards & if you are in doubt about the item being returned from your customer to you, you are quite within your rights to refuse a refund or exchange until items have been checked for authenticity / misuse / tampering etc. You can also advise your customer of this as have to be given a reasonable amount of time to carry out this investigation on your behalf.
We hope you all understand our reasons for the above measures any questions by all means give us a call.
None of the products are for use with any illegal substances. Any such use would be AGAINST THE LAW under the misuse of DRUGS ACT. Any items which have been contaminated with such substances are not authorised to be returned to us here at BKS. You *may* still be entitled to a refund however it is based on individual situation. Call us on 01206 868999 if you are unsure.
BKS TRADELINE LTD
Explain to your customer how to use their new purchase; this will cause fewer problems for both you & us.
Explain how using a better quality liquid will benefit them and how the VG/PG ratio will affect their tank, i.e. a 50/50 will be thinner and may possibly cause leaking/seeping in some tank designs.
When it comes to charging, explain what they can and cannot use to charge them with. We often hear of high output chargers such as mobile phone chargers being used. This can cause damage to the electrical devices.
NEVER leave your Mod on charge overnight.
Explain that the coils are disposable and that they will need replacing on a regular basis. The lifespan of a coil varies hugely depending on usage, the type of liquid, duration of vaping and the settings on which the device is used. Make sure you are supplying the correct replacement coils, supplying 0.25 ohm coils to a mouth to lung vaper is not an ideal move!
Clarify it is essential to prime coils prior to use.
Never exceed the maximum power output for their tank / coil.
Never use a nickel coil in a non T/C mod.
Never use a kanthal coil in a T/C mod when T/C in enabled.
Never incorrectly insert a battery.
Never leave a loose battery in your pocket with keys, coins etc.
Always replace a damaged battery, even if it only has minor damage to the casing.
Offer to tailor their vaping either with the use of an alternate drip tip with a different bore or material and of course select the right mg of liquid for the customer. There are hundreds of flavour profiles to suit any one whether they are new or a veteran vaper.
Advise customers to read the instructions in addition to informing them of the above information.
Mech Mods & RDA’s are for experienced users only (Those with an understanding of the ohms Law and who are competent vape builders).
If you need help or advice please contact us we are here to help. Read up on your products & / or check out YouTube for further assistance.