TERMS AND SERVICE / RETURN POLICY / BATTERY SAFETY

     

    NYX Vape Terms and Return Policy banner

    Please note: Our products are intended for adults aged 19 years or older. A record of your NYX membership account and the original receipt are required for any return or exchange.

    Terms and Conditions

    NYX ECIGS Inc. is not liable for any damages or injuries caused by the use of the products we sell. By making a purchase, the customer acknowledges full responsibility for use and accepts all associated risks. We encourage customers to research products thoroughly before purchasing.

    NYX ECIGS Inc. does not manufacture the products we sell. Any product that falls within a category covered by our Warranty Policy will be inspected by our staff before an exchange, credit, or refund is issued.

    Warranty Claim Requirements

    To qualify under our Warranty Policy, all of the following must be met:

    • The original receipt is presented.
    • The claim is filed within 30 days of the original purchase date.
    • The product's original packaging is present, with all original contents.
    • The product shows no physical damage, including liquid damage, damage caused by misuse, or alteration, modification, or normal wear and tear.
    • The product is deemed defective after inspection by NYX ECIGS staff.

    Only one exchange, credit, or refund is permitted per finalized warranty claim. Any exchange, credit, or refund is issued as store credit and recorded on the customer's account.

    Accounts may be flagged for frequent returns or exchange activity, with or without warranty claims. If you believe your account has been flagged in error, please contact support@nyxecigs.com.

    Return Policy

    By purchasing from NYX ECIGS Inc., you confirm that you are 19 years of age or older. All shipments require a signature and valid government-issued ID upon delivery. Once your age has been verified, future orders to the same address will not require a signature.

    Shipping Costs and Non-Refundable Returns

    Shipping costs are non-refundable in the following cases:

    • Proof of age was not provided at the time of delivery.
    • An incorrect or invalid shipping address was provided.
    • No one was available to receive the package at the time of delivery.

    If the order originally qualified for free shipping, the standard shipping cost for the selected delivery method will be deducted from the refund. Refunds are issued only after the returned package has been received and inspected. If no package is returned, no refund will be issued.

    Non-Returnable Items

    NYX ECIGS Inc. does not offer refunds, store credit, exchanges, or warranty coverage for the following items. Warranty issues for these products must be handled directly with the manufacturer.

    All returnable items must be in their original factory-sealed packaging, unopened and untampered, with all government-issued vape tax stamps intact.

    • Opened or used e-liquids.
    • Opened or used disposable vape products.
    • Opened or used STLTH pods.
    • Opened or used tanks.
    • Opened or used replacement coils, replacement pods, clearomizers, cartomizers, or atomizers.
    • Coils, pods, clearomizers, cartomizers, or atomizers exhibiting leaking, spitting, or burning.
    • Misused, damaged, or broken starter kits or parts.
    • Batteries (18350, 18650, 20700, 21700, 26650). Defective batteries may be eligible for exchange after inspection.
    • Dry herb and concentrate vaporizers (marked FINAL SALE). Warranty issues must be resolved directly with the manufacturer.

    Any ineligible item received at our office will be discarded, and no exchange, store credit, or refund will be issued.

    Restocking Fee

    If the original outer packaging has been opened, returned products are subject to a 20% restocking fee (limitations may apply).

    Disposable Vapes

    All disposable vapes, e-liquids, and STLTH pods are final sale. Warranty on disposable vapes applies only if the device does not work out of the packaging. In-store customers are encouraged to test disposable devices before leaving the store.

    Warranty on Mods and Devices

    Warranties and RMAs on mods and devices are valid for 30 days from the date of purchase. The original receipt must be presented, and the device must show no physical damage to qualify. If an item is received dead on arrival (DOA), it will be replaced after inspection by a staff member confirms the defect.

    How to Process a Return

    1. Email support@nyxecigs.com or call customer service at 855-699-3244 ext. 0 to request a Return Merchandise Form.
    2. Ship the item(s) to the address listed on the Return Merchandise Form using a trackable shipping method. Shipping costs for returns are the sender's responsibility; NYX ECIGS Inc. is not responsible for undelivered returns.
    3. All returned merchandise must be received at our Markham office within seven (7) days of the original delivery date.
    4. Please allow 1–2 weeks for processing after we receive your items. All refunds are issued as store credit.

    Returned merchandise is carefully inspected. No credit or refund will be issued if there are clear signs that the Return Policy has been abused.

    Battery Safety Information

    WARNING: Lithium cells carry inherent risks if misused or mishandled. Cells can explode, causing severe burn injuries, fatality, or property damage.

    Never use batteries with damaged insulation covers (wraps) in any NYX ECIGS Inc. product. NYX ECIGS Inc. cannot be held liable for damages resulting from the use of inferior or damaged batteries. Mishandling these devices poses a significant risk and may lead to irreversible harm. Please handle all battery-powered products with care.

    Shipping

    We ship with UPS, FedEx, and Canada Post from Toronto, Ontario.

    Delivery times: Shipping times vary from 2–7 business days after your order has been dispatched.

    • Orders placed and paid for by 3:00 PM EST, Monday through Friday, are shipped the following business day. Certain exceptions may apply.
    • Online and in-store pickup orders are not processed on weekends or holidays; they will be processed the next business day.
    • Tracking numbers are provided and visible on your account page upon fulfillment.
    • Due to regulations, orders cannot be shipped to Quebec.
    • Shipping rates are displayed at checkout.
    • NYX ECIGS Inc. is not responsible for lost, stolen, or damaged products. Partial refunds may be offered when an incorrect shipping address is provided.
    • Orders may experience delays due to inter-store transfers or stock depletion.

    Same-Day Delivery

    Same-day delivery is available Monday through Friday (weather permitting) to eligible residential addresses within our GTA service area. This service is not offered on weekends or holidays, and is not available to commercial or business addresses.

    • Orders must be placed before the 12:00 PM cutoff. Orders placed after the cutoff will be delivered the next business day.
    • Orders over $75 (excluding taxes and discounts) qualify for free same-day delivery. Orders below $75 may select Same-Day Local Delivery for a $7.99 fee.
    • Select Local Delivery as the shipping method at checkout.
    • Customers in condos or apartments must meet the driver in the lobby.
    • Only age-verified customers may provide delivery instructions.
    • A $15 restocking fee applies to any returned packages.
    • Typical delivery window: 4:30 PM – 10:30 PM. Specific times cannot be guaranteed.

    ID Verification

    In compliance with the Smoke-Free Ontario Act, you must present a valid government-issued ID to verify your age at the time of delivery. Our courier will inspect the ID before releasing the package. For any inquiries, please contact support@nyxecigs.com.

    Contact Us

    Questions about these policies? We're here to help.