Returns & Refunds Policy

Warranty Period: The warranty for all eligible devices is 30 days from the date of sale. Products purchased beyond this period are not eligible for credit or replacement.

Excluded Items: The warranty does not cover the following:

• Coils, pods, snacks, or accessories
• Damages caused by misuse, mishandling, or accidental drops
• Environmental factors (water damage, extreme temperatures, etc.)
• Shipping incidents or courier-related damages
• Normal wear and tear from regular use

Defective Parts: If a component of a device is defective, Dream Wholesale will credit or replace only that specific part and not necessarily the entire product.

Any damaged, defective, or missing products must be reported to Dream Wholesale within 48 hours of delivery. Claims made after this window cannot be accepted.

Required Documentation:

• Clear photos showing the damaged or defective product
• Photos of the product packaging and shipping box
• Fully completed Return Merchandise Authorization (RMA) form
• Order number and invoice details
• Detailed description of the issue

Only properly documented claims will be reviewed and processed. Incomplete submissions may result in delays or rejection of your claim.

Prepaid Labels: Dream Wholesale provides one prepaid return label per month for approved returns. Any additional returns within the same month must be shipped at the customer's expense.

Customer Error Returns: If the issue resulted from a customer error (wrong item ordered, changed mind, etc.), returns must be:

• Shipped back at the customer's cost
• Subject to a 10% restocking fee
• Requested within 48 hours of delivery
• In original, unopened packaging

Packaging Requirements: All returns must be securely packaged to prevent damage during transit. Use original packaging when possible.

All returned items undergo thorough inspection and quality testing by our Returns Department.

Processing Steps:

• Step 1: Contact support and receive RMA number
• Step 2: Ship items with completed RMA form
• Step 3: Dream Wholesale receives and inspects return
• Step 4: Quality testing to confirm defect or condition
• Step 5: Decision communicated to customer
• Step 6: Credit issued or replacement shipped

Processing Time: Please allow up to 14 business days from receipt of the returned items and a completed RMA form for processing. Processing times may vary depending on the nature and volume of returns.

Eligibility: Only products confirmed to have a manufacturing defect will be eligible for credit or replacement. Items damaged due to misuse or customer error will not be credited.

Approved refunds will be issued using one of the following methods at Dream Wholesale's discretion:

• Original Payment Method: Refund to the credit card or payment account used for purchase
• Store Credit: Credit applied to your Dream Wholesale wholesale account for future purchases

Non-Refundable Items:

• Shipping charges (unless return is due to our error)
• Restocking fees (where applicable)
• Handling and processing costs
• Original packaging fees

Refund Timeline: Once your return is approved, please allow 5-10 business days for the refund to appear in your account, depending on your financial institution's processing time.

A 10% restocking fee applies to returns in the following situations:

• Customer ordered incorrect items
• Customer changed their mind after delivery
• Return due to customer error or preference
• Items returned without defect or manufacturing issue

NO Restocking Fee When:

• Product has a confirmed manufacturing defect
• Dream Wholesale shipped incorrect items
• Damage occurred during shipping (properly reported within 48 hours)
• Ontario businesses returning new, unsold products (see Section 3)

In cases of unusual or repeated return activity, Dream Wholesale reserves the right to conduct further investigation before making a final decision.

Investigation Triggers:

• Excessive return volume from a single account
• Patterns inconsistent with normal wholesale purchasing practices
• Suspected fraud or abuse of return policy
• Multiple claims for the same type of issue

We may decline any return that appears inconsistent with normal business operations or shows evidence of policy abuse.

For health, safety, and quality reasons, the following products are NOT eligible for return or exchange under any circumstances:

Health & Hygiene Products:

• Opened or used personal care items
• Opened cosmetics, skincare, or beauty products
• Any hygiene-related products once packaging is removed
• Oral care products (toothbrushes, dental items)
• Opened bath and body products

Food & Consumable Items:

• Opened candy bags, chocolate bars, or confectionery items
• Opened gum packages or mints
• Any opened snacks, chips, or food products
• Perishable items past their shelf life
• Beverages (energy drinks, sodas) once opened

Health & Wellness:

• Over-the-counter medicines (opened or unopened)
• Vitamins and dietary supplements (opened)
• First aid supplies (opened)
• Medical equipment (opened or used)

Clearance & Promotional Items:

• Products purchased at discount or clearance prices
• Final sale items (marked "Final Sale" at time of purchase)
• Promotional bundles or special offer items
• Liquidation stock or closeout merchandise

Special Handling Items:

• Batteries: Opened battery packages, damaged batteries, or batteries showing signs of leakage
• E-liquids & Vape Juice: Opened bottles or cartridges
• Disposable Vapes: Once used or packaging removed
• Tobacco Products: All tobacco items are final sale

Opened Electronic Items:

• Opened phone accessories (cases, screen protectors) - unless defective
• Opened headphones or earbuds (hygiene reasons)
• Used chargers or cables (unless proven defective)

All returned products undergo a thorough quality inspection before approval. Products must meet our quality standards to be eligible for credit or replacement.

ACCEPTABLE Condition - Eligible for Return:

• ✅ Product in original, unopened, sealed packaging
• ✅ All original tags, labels, and stickers intact
• ✅ No signs of use, wear, or damage
• ✅ Factory seals unbroken
• ✅ Product and packaging in resalable condition
• ✅ All included accessories, manuals, and components present
• ✅ Barcodes and SKU labels readable and undamaged

UNACCEPTABLE Condition - NOT Eligible:

• ❌ Opened or removed from original packaging
• ❌ Missing tags, labels, or product documentation
• ❌ Signs of use, wear, scratches, or damage
• ❌ Broken factory seals or tampered packaging
• ❌ Product packaging damaged, torn, or stained
• ❌ Missing accessories or components
• ❌ Expired products or items past shelf life
• ❌ Products showing exposure to water, heat, or environmental damage
• ❌ Items with removed or damaged barcodes

Inspection Process:

• Step 1: Visual inspection of packaging and seals
• Step 2: Verification of product condition and completeness
• Step 3: Testing of claimed defects (if applicable)
• Step 4: Documentation with photos and inspection notes
• Step 5: Final decision and customer notification

Defective Products: For items claimed to be defective, our team will:

• Verify the reported defect through testing
• Determine if the issue is a manufacturing defect or user error
• Check if the defect occurred within warranty period
• Approve replacement or credit only for confirmed manufacturing defects

All returns require a valid RMA number. Returns without an RMA number will be rejected and returned to sender.

How to Obtain an RMA:

• Step 1: Complete the online RMA form at /pages/rma-form
• Step 2: Provide your order number, business name, and reason for return
• Step 3: Submit required photos (if returning damaged/defective items)
• Step 4: Receive RMA number and return instructions within 1-2 business days
• Step 5: Print the RMA form and include it with your return shipment

RMA Validity Period:

• RMA numbers are valid for 14 days from the date of issue
• Returns must be shipped within this timeframe
• Expired RMA numbers will not be accepted
• Contact support if you need an extension

Required Information on RMA Form:

• RMA number (provided by customer service)
• Original order number and invoice number
• Business name and contact information
• List of items being returned with quantities
• Reason for each return
• Preferred resolution (refund or store credit)
• Signature and date

RMA Tracking: Once your RMA is issued, you can track its status by contacting customer service with your RMA number.

Store credit is a convenient alternative to refunds and can be issued for approved returns at Dream Wholesale's discretion.

Store Credit Benefits:

• ✅ Immediate application to your wholesale account
• ✅ Can be used for any products on our website
• ✅ No processing delays (unlike bank refunds)
• ✅ Can be combined with other payment methods
• ✅ Visible in your account dashboard

Store Credit Terms:

• Validity Period: Store credit is valid for 12 months from the date of issue
• Minimum Redemption: No minimum order value required to use credit
• Partial Use: You can use partial credit across multiple orders
• Non-Transferable: Credit cannot be transferred to another account
• No Cash Value: Store credit cannot be exchanged for cash

Credit Expiration:

• You will receive email reminders 30 days before credit expiration
• Expired credit cannot be reinstated or refunded
• Use your credit before the expiration date to avoid forfeiture

Checking Your Balance: View your current store credit balance by logging into your wholesale account dashboard or contacting customer service.