Boutiq Switch returns are assessed by a person rather than a policy engine, and this page sets out exactly what is covered. Our returns and refunds position is short: if a device arrives damaged, arrives dead, or fails early, that is our problem rather than yours. What follows sets out the timescales, what we need from you, and the cases this does not cover, because a policy that only states the good parts is not a policy.
What is covered
A Boutiq Switch that arrives physically damaged. A device that does not power on. A device that fails within the first days of normal use. A missing item from an order. A parcel confirmed lost by the carrier. All of those are resolved by us with a replacement or a refund.
You do not need to prove the failure was not your fault in any of those cases. Early failure is a manufacturing reality at some rate and absorbing it is our cost of doing business, not something to argue about with a customer.
We would rather replace a device unnecessarily than have somebody stuck with one that does not work. The rate of people taking advantage of that is far lower than the rate of people who would otherwise simply never come back.
Returns and refunds: the fourteen day clock
Tell us within fourteen days. That window exists because the further you get from delivery, the harder it becomes to distinguish a manufacturing fault from wear, storage or use, and neither of us can resolve what neither of us can establish.
Same day is better than fourteen days. If a device arrives visibly damaged, a message with a photograph on the day it lands makes the whole process trivial.
Keep the packaging until you are satisfied with the device. The batch code lives on the box and it is the fastest route to identifying what you received, which matters more than people expect once a conversation starts.
What we need from you
Your order number, a description of what is wrong, and a photograph if the issue is physical. That is the whole list. We do not ask for video of you unboxing, and we do not require you to return a dead device before we act.
If the problem is that the device is not producing vapor properly, work through our troubleshooting guide first. Most reports of a dead device turn out to be draw technique, charge state or cold extract, and the fixes take a minute.
That is not a hurdle to slow down a claim. It is because a replacement for a device that was never faulty leaves you with the same problem on the new one.
What is not covered
A device you have finished. A device that has gone flat in flavor because it was stored somewhere warm, which is a storage outcome rather than a fault. Damage from dropping, submerging or dismantling the device. Devices bought from a different seller.
Flavor preference is also not a returns matter. If a pairing turns out not to suit you, that is disappointing rather than defective, which is precisely why every listing on this site says who a product does not suit and why the flavor guide exists.
We will still talk to you about a pairing that missed. Often the answer is a different family rather than a different device, and we would rather help you pick correctly next time than process a return.
Refund or replacement
Your choice in most cases. A replacement is usually faster and it is what most people take, but if you would rather have the money back we will not push you toward stock.
Refunds go back through the method you paid with. Crypto refunds are returned to a wallet address you supply, and we will confirm the address with you before sending rather than assuming.
Partial refunds apply where part of an order was affected and the rest was fine. We do not require you to return a working device because a different one in the same order failed.
If a parcel goes missing
Confirmed lost in transit is our problem. You are not expected to negotiate with a carrier on our behalf, and we will not ask you to. Start with the tracking form on the track order page and message us with the order number.
Marked as delivered but not received is the more common case and usually recoverable. Check safe places, reception and neighbours first, since carriers occasionally scan slightly before completing a delivery.
If it has not appeared by the following day, tell us and we will request proof of delivery from the carrier, which normally includes a GPS point and sometimes a photograph.
Please do not open a payment dispute first
A dispute freezes the order on our side and makes it considerably harder for us to help, which is the opposite of what you want when something has gone wrong. It also takes longer than simply messaging us.
We answer within one business day. If you have messaged us and heard nothing in that time, chase before escalating, because the most common cause is a reply sitting in a spam folder.
In practice almost nothing needs to escalate. The policy above is not a negotiating position, it is what we do.
Wholesale and trade orders
The same terms apply to case quantities as to single devices. A dead unit is our problem whether it arrived alone or in a case of a hundred, and the terms are not reduced for the wholesale range.
Trade buyers should check a sample of a case on arrival rather than only when a customer complains, because it is far easier to resolve a batch issue in the week it lands than three months later.
Trade accounts have a direct contact rather than the general queue, which makes this faster in both directions.
How to describe a problem so it gets solved quickly
Tell us what happens rather than what you think is wrong. A device that lights up but produces nothing is a different problem from one that does not light up at all, and those two descriptions lead to completely different answers.
Include the order number and, for anything physical, a photograph. Those two things remove almost all of the back and forth, and they let us act rather than ask.
If you have already tried something, say so. Knowing you have already charged it and tried a soft draw moves the conversation forward by a full exchange.
Why the policy is written rather than discretionary
A discretionary policy is one where the outcome depends on how well you argue, which is a bad deal for the customer and an inconsistent one for us. Writing it down means the answer is the same regardless of who asks and how they ask it.
It also lets you assess us before you order rather than afterwards. A store with no written returns terms is asking you to trust a conversation that has not happened yet.
If you think we have applied this policy wrongly in your case, say so directly. Getting it wrong occasionally is likelier than the policy being wrong.
Returns questions
What does your returns policy cover?
A device that arrives damaged, does not power on, or fails within the first days of normal use, plus missing items and parcels confirmed lost by the carrier. In those cases we replace or refund without requiring you to prove the fault was not yours.
How long do I have to report a problem?
Fourteen days, though the same day is much better for physical damage. The window exists because the further from delivery, the harder it becomes to distinguish a manufacturing fault from wear or storage. Keep the packaging until you are satisfied.
What is not covered?
A finished device, flavor that has faded through warm storage, damage from dropping or dismantling, devices bought from another seller, and simply not liking a pairing. We will still help you choose better next time, but preference is not a defect.
Can I get a refund rather than a replacement?
Yes, in most cases it is your choice. Refunds return through the method you paid with, and for crypto we confirm the wallet address with you before sending rather than assuming it.
Faults that are not faults
A significant share of return requests are devices that recover on their own. A burnt taste almost always means a dry wick rather than an empty tank, and standing the device upright for twenty minutes then taking one gentle draw with no preheat brings most of them back. Nothing coming through at all is often a cell that has been repeatedly run flat, which can report as charged when it is not, so ten minutes on USB C is worth trying before anything else.
We would rather you tried both than sent back a working device, and telling us which you tried saves a day of us suggesting them. The troubleshooting guide walks through the rest in order.
Returns on older generations
V3 and V2 stock is closing inventory rather than current production, and it is priced accordingly. That does not change your rights on a faulty unit, but it does change what a replacement looks like: if a discontinued generation cannot be replaced like for like, we refund rather than substitute a newer model. Being sold a V5 in place of the V3 you specifically wanted is not a fair swap and we will not treat it as one.
What we need from you
The order number and the batch code, and a sentence on what the device is doing. Photographs help for physical damage and are not needed for a device that simply will not draw. We do not ask for the device back for most electrical faults, because the postage costs more than the outcome is worth to either of us.
Refunds on discontinued stock
Where a generation can no longer be replaced like for like, we refund rather than substitute. That applies particularly to closing V3 and V2 inventory, which is finite by definition.
How long a claim takes
Most faults are resolved the same working day the message arrives, provided the order number and batch code are in it. Cases needing a carrier trace take longer because we are waiting on them rather than on you.
Boutiq Switch returns, and the cases people get wrong
The Boutiq Switch returns process is generous on faults and firm on preference, and knowing which side a case falls on saves a frustrating exchange. A device that arrived damaged, arrived with a manufacturing fault, or failed early through no fault of yours is covered. A device you used and did not enjoy the taste of is not, because it cannot be resold once opened.
The case people most often get wrong is heat damage. A device left in a car in summer thins and can leak through the airway, and the resulting performance change is permanent. That is damage after delivery rather than a manufacturing fault, and no seller covers it. Storage guidance that avoids it is in the FAQ.
You do not need the original packaging to make a claim. Two photographs, the whole device and the base panel carrying the batch code, are usually enough to authorise a return in the first reply rather than a week later. We cover return postage where a fault is confirmed.
Devices bought from other sellers fall outside this process, because we can only stand behind stock we can trace to a batch and a certificate. If you are unsure whether a device is genuine, work through the verification checks first. Nothing in this policy reduces your statutory rights, which are summarised by the Federal Trade Commission.
If a claim is declined, we explain exactly why rather than sending a template. Most declines come down to damage after delivery, and in those cases we will still tell you what caused it and how to avoid a repeat, because a customer who understands why a device leaked is far less likely to lose the next one the same way.
In short, Boutiq Switch returns cover faults, damage in transit and early failures, and do not cover flavour preference or damage caused after delivery. If you are unsure which applies, start a Boutiq Switch returns enquiry anyway and we will tell you honestly.