- Dream Smoke Refund Policy
At DREAM your satisfaction is our number one priority, and we will always strive to do everything in our power to keep you a happy customer. In fact, we are so committed to your satisfaction, that if you have any complaints about the quality of any DREAM product, we have a 30-day ‘no hassle’ full cash refund policy – that means we send dollars, not just vouchers for other DREAM products.
We rigorously check our products before sending them to you, but we’re human and sometimes even we make mistakes. So, in the unlikely event that you find fault with your e-cigarette, simply follow the FAQ’s laid out below. Alternatively, contact our Customer Service Team at 1-844-289-3732 and they will walk you through the process of obtaining a full refund.
Misused, damaged, missing, or broken items will not be refunded. DREAM takes the risk out of buying electronics cigarettes online, and we work to keep you happy so that you remain a DREAM customer for life.
- Which address do I need to use to return my kit for a refund?
Please do not send your Dream Smoke Pro Kit back via regular mail. You need to call our Customer Service Team at 844-289-3732. They will generate a Return Merchandise Authorization (RMA) number, and send you a prepaid shipping label, with the correct address on it.
Alternatively email our Customer Service Department at firstname.lastname@example.org in order to receive an approved Return Merchandise Authorization Number (RMA#).
Please type in “Request for Return Authorization Number” in the email subject line. In the body of the email, please include (a) your first and last name, (b) order number,(c) purchase date, (d) telephone number, (f) email address (which was used when ordering the product), (g) shipping address to which the original order was sent to and (h) the reason for the return.
Within two working days of our receipt of this email, our Customer Service Department will email you back with the next steps.
Please note: We want to do everything possible to process your refund, but if you send your kit without a RMA number, or without a delivery confirmation number, your kit may get lost in the mail and you may not receive your refund.
- Do I need to pay for the return shipment?
Dream Smoke offers free return shipping for all domestic orders within 30 days of a purchase. Simply contact our Customer Service Team as explained above, and we will email you a prepaid shipping label which will include your RMA number. Just print the label and affix it to a padded envelope or box (you can reuse the one in which your product originally came).
- What if I do not have a printer?
Don’t worry. We will send you a printed shipping label in the post. Please contact our Customer Service Team at 844-289-3732 and let them know.
- What do I once I have sealed the package?
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.
- Will I still get a full refund if I have used all of the cartomizers in my kit?
As long as everything (other than the cartomizers) is returned to us in good condition, we will refund you fully.
- When will Dream Smoke process my refund?
It can take up to 5 business days for your return to reach the Dream 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.
- How will I receive my refund?
Refunds are automatically applied to the credit/debit card you originally used to make the purchase. If your credit/debit card has been stolen or lost, please contact our Customer Service Team for help.
- Can I get a refund on something besides a kit?
If you would like to send something besides a kit back for refund (still within 30 days of purchase), then please call our Customer Service Team. We cannot guarantee a refund, but we are happy to look into the matter, and see what we can do to help.
- I can’t find my shipping label?
Please check your spam folder – it might have accidentally been sent there! If the email is not in your spam folder, then please call our Customer Service Team at 1-844-289-3732, so we can make sure we have the 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.
- Will I receive a refund on the upgrade shipping option I opted for as well as the kit?
We can give only offer you a full refund on the kit. We are unable to reimburse you for the any upgraded postal service.
- Can I receive a refund after 30 days?
After 30 days, products cannot be returned for a refund. Therefore, subsequent to 30 days following the purchase date of your product, you will be entitled to a replacement or repair of the product, under the warranty.