Returns, Refunds & Warranty
Something wrong with your order? Start here. Two different situations, two different rules — find yours below.
A problem with your order
If your parcel arrives damaged, if an item is missing, or if you received the wrong product, contact us within 7 days of delivery.
Email [email protected] with your order number and photos of the parcel and its contents. We handle the return at our cost and either replace the item or refund it.
Contact us before sending anything back. Parcels returned without prior confirmation from our team are not processed.
Lost parcels are insured — at no cost to you
Carriers occasionally lose parcels. Every order shipped with Canada Post is automatically insured up to $100, free of charge. You don’t have to do anything, and there’s nothing to activate.
If your order is worth more than $100, you can add coverage. Insurance works in tiers — pick the one matching your order total.
Two important points:
- This insurance applies to Canada Post shipments only. Purolator, FedEx and GLS shipments follow each carrier’s own terms.
- Your shipping address must be correct. Our order processing is fully automated and we never edit postal information manually, so an address entered incorrectly cannot be covered. Please check it before you confirm your order.
Depending on your payment method, we refund to your bank account or issue store credit to your JCV account.
Warranty by product category
Warranty terms depend on what you bought. Vaping products are consumables with a limited lifespan, and coverage reflects that.
| Product | Coverage |
|---|---|
| Batteries, mods, chargers | 30 days |
| Starter kits and e-cigarettes | 2 months (supplier warranty) |
| Atomizers, tanks, coils, cartomizers | Dead on arrival only |
| Disposables | See note below |
| E-liquids | None — consumable |
| Dry herb and concentrate vaporizers | Manufacturer only — final sale |
| Accessories | None |
| Clearance and sale items | None — final sale |
| Discontinued products | None from the date of discontinuation |
Dead on arrival
Atomizers, tanks, coils and cartomizers are covered if they do not work out of the box. Contact us and we’ll replace them free of charge. We may ask you to return the unit with its original packaging and all included components so we can test it.
Disposables
Since 1 November 2023, our suppliers no longer accept returns of disposable products, following the excise stamping requirements. We are therefore unable to process replacements or refunds for disposables ourselves.
If a disposable fails, contact us anyway with your order number and a description of the problem. We’ll direct you to the manufacturer, who remains responsible for its own products, and we’ll support your claim.
E-liquids
E-liquids are consumables and are not covered by warranty.
If a bottle tastes different from a previous batch, our formulas have not changed. The usual causes are a recently bottled liquid that needs more steeping — shake well and leave it in a dark place for a few days — heat or direct sunlight, a change in your coil resistance or wattage, or simply your taste buds recovering after quitting smoking. Nicotine also oxidizes with light exposure, which slightly darkens the liquid and can shift the flavour. Store your bottles in a drawer, away from heat.
What warranty does not cover
- Cosmetic damage
- Damage caused by products not purchased from JCV
- Damage from accident, misuse, liquid contact, fire or any external cause
- Damage caused by service performed by anyone other than a JCV representative
- Products modified to change their function or capacity
- Normal wear and ageing
- Short circuits caused by connectors left dirty or wet
- Battery failure caused by liquid leaking onto the threading
Devices must be clean for our team to handle and test them.
Returning an unused product
Unopened products in new, resellable condition can be returned. Contact us first — we’ll confirm before you ship anything back.
Once we receive the item, we check that it is genuinely new and sellable, then process the exchange, store credit or refund to your original payment method.
Two conditions apply:
- A 10% restocking fee applies to all returns, except defective products.
- Shipping charges are not refundable. This is how carriers work — the service was performed.
Orders that are refused or left unclaimed and returned to us are charged a second shipping fee, in addition to the 10% restocking fee.
What we cannot take back
Any product that has been used, opened or unsealed cannot be refunded — apart from the dead-on-arrival cases described above. This is a hygiene and safety matter, not a commercial one: a vaping product that has been in contact with someone cannot be resold.
The same applies to clearance and sale items, which are final sale without exception.
How long a refund takes
Refunds take up to 72 business hours to process once initiated, plus 5 business days from the moment we receive your items.
Making a request
Email [email protected] with your order number, a description of the problem and photos or a short video where relevant.
Or call 613 632-1950, Monday to Friday, 9:00 AM to 6:00 PM.
Please wait for our confirmation before returning anything. Parcels sent back without it cannot be processed.
See also: our shipping terms.
Warranty Form
We offer a 30 day warranty for mods, Pods & chargers from all manufacturers. This warranty is subject to the Terms and Conditions described here.
Please attach the photo of the failed product as well as the photo of the product box containing the QR Code under the code B previously scratched. The maximum weight of each photo should not exceed 5MB.
All fields are required for us to process your request.
Please note:
Some products are not covered under our warranty system. Please refer to our F.A.Q page for further informations.
