• Green Smoke FAQ

Return Policy & Lifetime Limited Warranty

Return Policy

Your satisfaction is extremely important to us and we are so confident that you will be pleased with your purchase that we back it up with a 100% money back guarantee. Not completely satisfied with your e-cigarette kit purchase? Simply return the entire kit (in its original packaging) at NO COST within 30 days of your purchase date. Our 30-day money-back guarantee applies to all domestic e-cigarette kit orders placed on our website, returned within 30 days of the purchase date in their original packaging. Misused, damaged, missing, or broken items will not be refunded. At Green Smoke we’ve got you covered – because while we stand behind our products, we also value your trust.
Simply call our Customer Care Team at 1-800-224-1345 to make a refund request.

Hassle-Free Lifetime Limited Warranty

Green Smoke stands behind the performance of its products. You probably will never need it, but if for any reason your Green Smoke® batteries don’t work as they should, know that you’re covered. Not only will we replace your battery - but we will even pay for domestic shipping both ways!

Nu Mark LLC warrants only to the original purchaser of any battery purchased from www.greensmoke.com, or through the Green Smoke® Toll Free Number, that the battery will be free from defects in material and workmanship under normal use and service for the lifetime of the battery.

This Warranty entitles the purchaser to:
• FREE battery replacements within one year of purchase - if the battery you purchased or a subsequent replacement proves to be defective (subject to warranty conditions).
• Up to THREE MORE replacements (if you require them) following the initial one-year period. However many batteries are purchased, the number of defective batteries that may be replaced for a single purchaser is limited to three in any month.

Note: After the first year, to qualify for the extended warranty, you need to have purchased Green Smoke® cartridges within three months prior to each replacement request. If you did not make the purchase online or via our toll-free number, please provide a receipt from a retail store showing a purchase date of Green Smoke cartridges within the last 90 days.
For details on issues NOT covered by this warranty, implied warranties, and how to process the warranty, see our Warranty FAQ, or call our Customer Service Team at (888) 224-1345.

This warranty does not cover any defects or costs caused by:
1) modification, alteration, repair or service of the battery by any persons or company other than Nu Mark LLC;
2) accident or physical abuse to, or misuse of, the battery or operation of the battery in a manner inconsistent with the use indicated in the instructions; or
3) any use of the battery other than that for which it was intended (including, but not limited to, use with non-Green Smoke® chargers).
Nu Mark LLC reserves the right to change the terms of this warranty at its sole discretion.

Refund FAQ

1. To which address do I need to send my kit for a refund?


We are sorry that you were unsatisfied with our product! Please do not send your kit back via regular mail. We need you to call our Customer Care specialists. They will generate a Return Merchandise Authorization (RMA) number, and send you a prepaid shipping label, with the correct address on it.

We want to do everything possible to process your refund, but if you send your kit without an RMA number, and without a delivery confirmation number, your kit may get lost in the mail.

2. Do I need to pay for the return shipment?


No! Green Smoke offers free return shipping for all domestic orders! Contact our Customer Care Team, and we will email you a prepaid shipping label. Then you just print the label, and affix it to a padded envelope or box (you can reuse the one in which your product originally came).

3. What if I don’t have a printer?


If you are unable to print the emailed shipping label, then we will be happy to send a printed shipping label to you. Please contact our Customer Care Team and let them know.

4. I have my product in a padded envelope, with the shipping label affixed.


You can either hand the package to your mail carrier, leave it in your mailbox for pickup, put it in a USPS dropbox, or give it to the clerk at your local post office. Easy peasy!

5. If I use the cartridges in my kit, will I still get a full refund?


Yes! We want you to try our product. As long as everything but the cartridges is returned to us in good condition, we will be happy to refund you fully.

6. When will Green Smoke process my refund?


It can take up to 5 business days for your return to reach the Green Smoke mailbox. Then it needs to be received and inspected, which usually takes 3 to 4 business days. Finally, after the package has been marked as returned, your refund will be processed within 5 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after we credit your card for the refund to be posted to your account.

7. How will I receive my refund?


Refunds are automatically applied to the credit/debit card originally used to make the purchase. If your credit/debit card has been stolen or lost, please contact our Customer Care Team for help.

8. Can I get a refund on something besides a kit?


If you would like to send something back for refund besides a kit (still within 30 days of purchase), then please call our Customer Care Team. We cannot guarantee a refund, but we are happy to look into the matter, and see what we can do to help.

9. You promised to send me a shipping label, but I never received one - what’s up?


We are sorry! We understand how frustrating it is when you are waiting for something and it does not arrive. First, please check your spam folder - in case our email went there by accident.

If the email is not in your spam folder, then please call our Customer Care Team, so we can make sure we have your correct email on file. If the email we have on file is incorrect, we will be more than happy to send a new shipping label to the correct address.

10. I bought a kit from a retail outlet - how can I get a refund for it?


We really wish we were able to help you out. Unfortunately, we cannot give refunds for kits bought from a retail outlet. Each retailer has his or her own return policies in place. It may be that the store where you purchased the kit will refund you.

However, please keep in mind that we are happy to replace any faulty kit parts, even when purchased from a retailer. Sometimes customers want a refund because a certain part of the kit (like the battery or USB charger) is not working. In this case, we can help, and will be more than happy to send a new part!

11. I am an international customer. How can I return the kit within 30 days?


We understand completely that international customers often need more time to try our product out, because of the delays caused by shipping. If you are not 100% satisfied with your experience, please contact our Customer Care Team, and we will be happy to discuss your options.

WARNING: This product contains nicotine which is a highly addictive substance. It is intended for use by existing smokers above legal age only. Do not use this product to treat any medical condition or habit. Do not use if pregnant, breast-feeding or suffering from any medical condition. Stop use if you show any sensitivity to this product. This product contains nicotine, a chemical known to the State of California to cause birth defects or other reproductive harm.
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Nu Mark LLC
6603 W. Broad Street
Richmond, VA, 23230 |