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Service Policy

 

Shipping and Delivery:

  • Shipping Locations:
    Our shipping services are exclusively within Canada. Our team is committed to dispatching orders swiftly, often upgrading to a faster shipping method. Orders with paid shipping are prioritized to ensure fairness and efficiency.
  • Free Shipping Delays:
    Due to the current global health situation, orders qualifying for free shipping may take longer than 48 hours to process. We appreciate your patience during these times.
  • Free Shipping Eligibility:
    Orders over $65 qualify for free shipping within Canada.
  • Proof of Age Requirement:
    All products on hxlstation.com are intended for adult use only. Upon delivery, a mandatory signature and proof of age (according to your province/state’s regulations) are required.
    Failure to provide the necessary proof of age will result in the package being returned to our warehouse. Note that final sale items in such cases are not eligible for refunds. Please ensure you are of legal vaping age in your region before placing an order.
    Every shipment requires proof of age signature, irrespective of previous purchases, as mandated by law.
  • Unclaimed Packages:
    If your package is unclaimed at the post office or delivery attempts fail, it will be returned to us. In such cases, you have two options:
  • Re-Shipment:
    You can opt to have your order re-shipped by paying the re-shipping fee and any associated return costs.
  • Order Cancellation/Refund:
    We can cancel your order and process a refund, minus any shipping-related fees, including the original shipping charge. Note that final sale items are not refundable, and eligible items will incur a 10% restocking fee.
    If your order qualified for free shipping, the original shipping cost will be deducted from your refund. Additionally, any return shipping charges incurred by hxlstation.com for unclaimed packages will also be deducted from your refund.
    Please Note: Shipping Fees are Non-Refundable.

 

Return and Warranty:


General Return Policy:

  • Eligibility for Returns:
    Provided the product is unopened and in its original condition, returns are accepted within 30 days of purchase.
    A receipt or proof of purchase is required.
    Please note that e-liquids, disposable vapes, and clearance items are final sale and not eligible for return.
  • Processing Returns:
    To initiate a return, please contact our customer service team with your order number and product details.
    Once your return is received and inspected, we will notify you of its approval or rejection.
    If approved, we will process the return and apply a credit to your original method of payment.
  • Return Shipping:
    Customers are responsible for paying for shipping costs when returning items.
    Shipping costs are non-refundable.
    We suggest using a trackable shipping service or purchasing shipping insurance as we can’t guarantee that we will receive your returned item.
  • Damaged or Incorrect Items:
    If you receive a damaged or incorrect item, please contact us immediately so we can provide further instructions

 

     Please Note: HXL Station reserves the right to refuse returns that do not meet our policy criteria. All returns are subject to inspection and approval.

 

Manufacturer’s Warranty and Return Process

  • What IS Covered:
    Dead on Arrival (DOA) devices.
    Screen malfunctions.
    Chip issues (auto-firing, atomizer recognition issues, incorrect battery level indications).
    Manufacturing defects.
    Internal battery defects (if applicable).
  • What IS NOT Covered:
    Consumables (e-liquid, tanks, coils, pods, empty pods, batteries, accessories, and parts).
    Damaged devices due to improper usage, water damage, drops, abuse, or wear and tear.
    Cosmetic issues.
    Tank leaks, dry hits, or shorted coils.
    Units functioning correctly but no longer wanted.
    Modified products.
    Software issues.
    Use of improper or damaged batteries.
    Clearance and Final Sale items.
  • Processing Returns:
    For online orders, please email hxlstation@gmail.com to initiate a return.
    Our team will assess the product upon receipt. If the device functions as intended, the customer is responsible for return shipping costs.
  • Return Shipping Costs:
    Customers are responsible for shipping costs associated with their returns.
    We will cover the shipping back to you if the return is approved.
    If the order originally qualified for free shipping, we will deduct our shipping costs from the return amount.
    Please Note: Shipping costs are non-refundable
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