Refunds & Cancellations

Defective or Damaged Items:

Returns are accepted for items that are defective, damaged, or if the wrong item was received.

 

Contact for Returns:

To initiate a return, customers should contact their sales representative directly or call Customer Service at 1-857-294-7561. They will need to provide order and product details. Items returned without approval will not be considered and will be disposed of properly.

 

Exclusions:

The following items are not eligible for returns:

• Drip tips
• Coils
• Cotton
• Batteries
• Wire
• Bottles of liquid
• Leaking disposables (unless the device was Dead on Arrival, DOA)

 

Return Handling:

Upon receipt of a return, the Returns Department will create a credit on the customer’s BWO account if eligible. This credit can be applied to a future order or refunded to the payment method used for the original order.

 

Kit and Set Returns:

Returns of kits and sets must include all the accessories that originally came with the item. If available, the item’s original packaging should also be included.

 

Case-by-Case Review:

All returns are reviewed on a case-by-case basis.

 

How to Return Products to BWO:

1. Contact BWO: Customers should contact their sales representative or the Customer Service Center to confirm eligibility for a return.
2. Pack Merchandise: Once approved, customers should securely pack their merchandise in a box or envelope of their choice. They should also include BWO’s return form (found at the bottom of the page).
3. Shipping Address: Returns should be mailed to the following address within 30 days of purchase: ATTN: BWO Returns/Rep Name 47 Spruce St. Chelsea, MA 02150
4. Shipping Costs: Shipping is not pre-paid, and return labels will not be issued. Customers are responsible for the cost of shipping. However, shipping costs may be reimbursed in the form of a credit if the wrong item was shipped on the initial order, provided there is proof of receipt.
5. Processing Time: Customers should allow 2-3 weeks from the date of shipment for a credit to be applied to their BWO account. If requesting a refund, an additional 3-5 business days may be required for it to appear on the customer’s card or bank statement.

 

Contact Information:

If customers have further questions, they can contact their sales representative directly or the Customer Service Center at 1-857-294-7561.

 

This Return Policy provides detailed information on the conditions and procedures for returning items purchased from BWO, including eligibility criteria, exclusions, and the process for initiating and handling returns. Customers are encouraged to read and understand this policy before making a return.

 

Last Modified: 12th Oct, 2023