Refund policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at warranty@thedistro.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at warranty@thedistro.ca

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item/wrong number of items, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, refunded or credited. We have provided a list below which outlines all products and situations where a warranty request will be rejected:

• Unopened, unsold products which do not have a demonstratable manufacturing defect 60+ days after purchase.
• Opened pods, coils, devices, or other products which have been mishandled by the end user resulting in malfunction. This could be the result of physical or water damage.
• Custom-ordered products, such as complete master cases from our manufacturing partners cannot be returned. 
• Replacement products that were received as a result of a warranty claim will be final sale.
  
• Disposable vaping devices require a purchase and refund receipt within 24 hours in order for us to process the return.

Excise Return Policy
In order for us to process any returns or exchanges on DOA (dead on arrival) products or products that have a manufacturing defect such as leaking or other damage which results in the product not performing as intended are required to be sent back to our facility. All products that have an excise stamp must be returned with the excise stamp, otherwise your warranty claim will not be accepted.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Once we process your exchange request, we will provide you with a credit on your account which you can use towards your previous or future orders. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically issued a credit which can be used towards future purchases.