We want you to be completely satisfied with your Cali Clear purchase. However, due to strict health, safety, and regulatory standards governing cannabis and hemp-derived vape products, our return policy is necessarily strict.
Below is exactly what we can and cannot accept, and how to resolve an issue if your order does not meet our standards.
The Short Version
- Opened or used vapes cannot be returned or exchanged. Once the factory seal is broken, we cannot guarantee the product has not been tampered with, contaminated, or altered.
- We guarantee 100% authenticity. If a unit purchased from us fails our batch or QR verification, we will replace it immediately, no questions asked.
- Defective on Arrival (DOA) or Shipping Damage is covered. If your device arrives broken, leaking, or completely non-functional right out of the box, we will replace it or refund it.
Why We Do Not Accept Returns on Opened Vapes
This is not a loophole; it is a consumer safety requirement.
Unlike clothing or electronics, a vape device comes into direct contact with your mouth and lungs. Once the tamper-evident seal is broken, there is no way for us to verify that the device has not been tampered with, contaminated, or swapped.
To protect every single customer who buys from us, we cannot accept returns, exchanges, or refunds on any device that has been opened, used, or had its seal broken.
Pro Tip: This is exactly why we recommend buying the 1g Live Resin format if you are trying a new flavor for the first time. It allows you to test the profile with a lower financial commitment before buying the 2g.
When We DO Accept Returns or Replacements
We stand behind the quality and authenticity of our supply chain. We will issue a replacement or refund under the following specific conditions:
1. The Counterfeit Guarantee
If you purchase a Cali Clear product from us and it fails our verification process (e.g., the QR code does not resolve, or the batch number does not match our published lab reports), we will replace the unit immediately or issue a full refund. We take counterfeits seriously, and we will investigate the source.
2. Defective on Arrival (DOA)
If the device is completely non-functional right out of the box (e.g., it will not hold a charge, the airflow sensor is entirely unresponsive, or it is visibly leaking from the factory seal), it is covered.
- Note: You must attempt basic troubleshooting first (e.g., charging for 45 minutes, ensuring the silicone mouthpiece cap is removed). Our troubleshooting guide covers this.
3. Shipping Damage
If the carrier damages the package in transit (e.g., the box is crushed, or the device inside is shattered), we will replace the unit at no cost to you.
What Is NOT Covered
To be completely transparent, the following scenarios are not eligible for a return or refund:
- Disliking the flavor: As noted above, please use the 1g format to test new strains.
- Running out of battery or oil faster than expected: Puff counts (800–1,000 for 2g) are based on 2–3 second draws. Longer, continuous draws will deplete the device faster.
- Clogging or leaking due to improper storage: Leaving the device in a hot car, storing it horizontally for extended periods, or exposing it to extreme temperatures can cause oil to thin and leak. Please follow our storage guidelines.
- Buyer’s remorse on unopened items: Due to the nature of the product and shipping logistics, we do not accept returns on unopened items for a change of mind.
How to Request a Replacement or Refund
If your order qualifies under our DOA, Shipping Damage, or Counterfeit Guarantee, please follow these steps:
- Do not throw away the box or the device. We need the batch number and QR code to process your claim.
- Take clear photos. We need:
- A photo of the damaged/defective device. each
- A clear photo of the batch number and QR code on the box.
- A photo of the shipping box (if damaged in transit).
- Email us. Send the photos and your Order Number to [sales@caliclears.store] with the subject line: “Return Request: Order #[Your Order Number]”.
- Wait for our review. Our team reviews all claims within 48 business hours.
If approved, we will either ship a replacement unit immediately or issue a refund to your original payment method. We will cover the return shipping cost for defective or counterfeit items; you will not be asked to pay to send the faulty unit back.
Refund Processing Times
Once a refund is approved and processed on our end, please allow 5 to 10 business days for the funds to appear in your account, depending on your bank or credit card issuer’s processing times.
Contact Us
If you have any questions about this policy or need help with an order, our team is here to help.
- Email: [sales@caliclears.store]
- Phone: [+1 (424) 770-3854]
- Hours: Monday – Monday, 7:00 AM – 10:00 PM
- Address:
10135 San Fernando Rd, Pacoima, CA 91331, USA