How to Request A smoke & go Refund

• Order Number: Locate your unique order ID from the confirmation email or your account dashboard on smokeandgonclt.com.
• Date of Purchase: Have the exact purchase date readily available to expedite the refund process.
• Payment Method Details: Keep the payment method information (credit card, PayPal, etc.) you used for the transaction, as verification might be required.
• Receipt or Invoice: Provide a copy of the receipt or invoice that was emailed to you upon purchase, as this serves as proof of transaction.
• Account Information: Ensure you have your account details, including the registered email address and phone number associated with your Smoke & Go account.
• Reason for Refund: Prepare a clear explanation of why you are requesting a refund, such as defective product, wrong item received, or service issue.
• Product Condition: If applicable, have any unused and unopened product details available for return verification.
• Supporting Images: If your refund is due to an issue with the product, take high-quality images showing the problem to present with your request.

*Working days are Monday to Friday, and don't include public holidays.

At Smoke & Go, user satisfaction is a priority, and understanding your eligibility for refunds is important. Refund eligibility typically hinges on specific situations related to our product offerings and service policies. Below are scenarios that may qualify you for a refund:

• Defective or Damaged Products: If you receive a product that is defective or damaged upon arrival, you may be eligible for a refund. Documentation of the issue may be required for processing your request.
• Incorrect Orders: If you've received an incorrect item that differs from what you ordered, you may qualify for a refund. Please ensure that you contact our customer support with the details of your order.
• Subscription Cancellations: If you cancel your subscription before the billing cycle but notice a charge, you might be eligible for a refund, depending on the timing of the cancellation and the billing cycle. Review your account management settings for clarity.
• Service Interruption: In the event of a significant interruption in service that affects your experience, you could inquire about the possibility of a refund. Please provide relevant details for evaluation.

We encourage users to reach out to our customer service team for assistance and to discuss specific situations that may apply to your case. Each situation is evaluated based on our policies to ensure fair outcomes for our valued customers.

At Smoke & Go, we strive to ensure our customers have a seamless experience with our subscription services and products. Here are a few real user scenarios where customers successfully claimed refunds:

• Subscription Pause Error: A customer intended to pause their monthly subscription but accidentally selected the wrong option, resulting in an extra charge. After reaching out to customer support, they clarified their intent and received a refund for the unintended charge.
• Product Compatibility Issue: A user purchased a smoking device but found it incompatible with their existing accessories. After contacting Smoke & Go, they received a full refund upon returning the product, ensuring they could choose a more suitable option.
• Missed Shipment Notification: A customer expected a new product delivery but did not receive the shipping notification. Upon inquiry, they learned about a small shipping delay and opted for a refund for their order instead, which was promptly processed.
• Account Upgrade Confusion: A customer mistakenly upgraded their account to a premium tier without realizing it included additional features they didn’t want. They reached out to clarify the subscription details and successfully reverted to their previous plan, along with a refund for the premium fees incurred during the selection period.

At Smoke & Go, we understand that waiting for a refund can be an anxious time. To make the process more transparent and less stressful, we've established specific methods for tracking your refund status efficiently. Here’s how you can stay informed about your refund progress:

• Email Notifications: Keep an eye on your inbox for emails from us regarding your refund status. We send updates at each key stage of the refund process, including when your request is received, processed, and when funds are expected to be returned.
• In-App Notifications: If you’re using the Smoke & Go mobile app, you’ll receive timely notifications directly in the app regarding your refund status. Check the notifications section for real-time updates.
• Account Dashboard: Log into your Smoke & Go account and head over to the Order History section. Here, you can view all your recent purchases, including any pending refunds, alongside relevant details on each transaction.
• Billing Section: Within your account settings, navigate to the Billing section. This area will provide you with information on the status of your refunds and any related transactions.
• Progress Tracking: We provide specific details about each stage of your refund process. You can find information about whether your refund is pending, completed, or if any action is needed from your side.
• Customer Support: If you have any questions or require further assistance, don’t hesitate to reach out to our customer support via the contact form on our website or through the chat feature in the app. We’re here to help!