Return & Exchange Policy
We handle returns on a case-to-case basis to achieve maximum customer satisfaction. Each product is eligible for exchange only within the period prescribed by its manufacturer. The prescribed period may vary among different brands. You may check the exact time period during which an exchange is honored for each brand in the Guarantee page.
Items with the problems listed below (attached with demonstration videos) are eligible for exchanges.
Atomizer cannot be detected by the battery ( https://www.youtube.com/watch?v=zvZ9xwZgUs4)
Battery not charging ( https://www.youtube.com/watch?v=WeNst3vmT5o)
Mod display shows battery resistance without atomizer
Mod display reversed (https://www.youtube.com/watch?v=IdzxkgaJsP4)
Colorful strips on mod display ( https://www.youtube.com/watch?v=IUzzrSth8Lo)
Battery cannot fire atomizer ( https://www.youtube.com/watch?v=Le8OaY8CP0oOne)
The following process must be completed in order to obtain exchanges for problematic products.
1. Contact our online sales representatives or email to support@Cacuq.com to apply for exchanges
2. Provide a video to demonstrate the problems of the products you wish to be exchanged
3. Once the problem is verified, the exchanges, if in stock, will be shipped to you along with your next order from Cacuq; if, however, the requested exchanges are not available at the time of your next shipping, we request our customers to allow a further delay as the exchanges are being procured and shipped to you ASAP.
Notice: A serial number or security code will be needed in order to complete the process. You may find the serial number or security code on the packages that come along with your purchased products.
Items not as ordered or described
You may request exchange for items not as ordered or described by providing a picture or a video of the item and your order number. Your request will be processed within 24 hours on business days.
Items missing from package
You may request replacement for missing items by providing a photo of the shipping list and your order number. Your request will be processed within 24 hours on business days.