Policies

PAYMENTS POLICY

We reserve for us the right to cancel any order without explanation, even the order paid (with a immediately refund). Especially orders, looks like suspicious and/or fraudulent, also orders through Cash on Delivery, if the customer did not pay for one of the previous orders.

We care about security and safety of our customers, so we can require you to contact us for order confirmation in the required way, such as facebook, text messages or email. For orders paid with a credit card, we may require also provide Valid ID (or two, if one not enough) for identity credit card holder.

Any pre-order of a product means full payment before we order the products from the supplier’s warehouse.

SHIPPING POLICY

We are not a courier’s company. For delivery we use courier companies, such as LBC Express, JRS Express, DHL (wwwexpress).

Shipping times displayed on product pages refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond of our control once it leaves our facilities, In The Fog cannot be held liable for late deliveries. We also do not make a refund and do not make any compensation if the courier could not deliver your parcel on time. With any claims regarding the delivery time or with a request for a refunds/compensations, please contact the courier customer service. We will, however, work with you to ensure a smooth delivery.
Usually we sending orders in same day if payment received before cut-off time (2:00pm) or in next day if payment received after cut-off time (2:00pm), excluding Saturday and Sunday. For shipping items from abroad or supplier’s warehouse may be need 10-15 business days, because shipping process beyond of our control and depends only on courier’s services.

Shipping and delivery times are calculated in working days from Monday to Friday. In case of major holidays such as Christmas or National Holidays please expect extra delivery time. We do not ship parcels on weekends and holidays, because courier’s companies do not deliver packages these days. Even if we send the package on Saturday or Sunday, anyway it will leave the courier’s branch only on Monday.

We try to make the delivery process as simple as possible and we are able to send your order either to your home, to your work place or for pick-up at courier’s branch.

We can not track every parcel. We only give you a tracking number, the next destiny of the parcel is known to the courier service. Every courier have website, where you can track your package.

In cases, where chosen courier’s company not accept any items for shipping, such as liquids or batteries, or your address is out of delivery zone, we reserve for us the right to use another courier’s company.

Also, if your shipping address is out of delivery zone, where impossible to do door-to-door delivery, your package may be delivered to the central office or hub for pick-up.

To ensure that your address is available for delivery, please contact the courier company through official channels.

We are not responsible and do not make any refunds or compensations due to any mistakes you made when filling out the shipping address. Also, we are not responsible for your absence at this address when the courier arrives.

Products ordered in unpaid orders, for example through a bank deposit payment method, are reserved for 48 hours. If we do not receive a payment confirmation within 48 hours, we cancel the reservation and can not guarantee the availability, even if the order was paid within 48 hours, but the confirmation was not sent.

EXCHANGE & RETURNING POLICY (MONEY BACK WARRANTY)

Exchange and Returns (money back guarantee)

If when you receive your product(s), you are not completely satisfied you may return the items to us, within 30 days for exchange or refund. Returns will take approximately 1-2 working days for the process once the goods have arrived. Items must be in original packaging, in all original boxes, packaging materials, manuals, blank warranty cards and all accessories and documents provided by the manufacturer. Items must be not used.

You must contact us and be in receipt of a return authorisation before sending any item back. Any product without authorisation will not be refunded.

If products are altered or modified – warranty and money back guarantee become void.

The money back guarantee does not cover any batteries and liquids.

Shipping back to In The Fog is paid for by the customer. We are unable to refund you shipping fees.

Money back, exchange and returning policy does not apply to items, shipped from abroad. Please be assured of your choice before placing order.

Refunds are made in the same way as these funds were received. For example, if an order was paid through PayPal, we can only return money to PayPal.

Incorrect/Damaged Goods

We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please CONTACT US. In the unlikely event that the product arrives damaged or faulty, please contact us immediately. Provided that you have contacted us first, In The Fog covers for all shipping charges for returning damaged and incorrectly shipped items. Proof including product serial & security code , issue description, issue display photo, product issue video are required.

If the reason for the refund is our or factory fault (error, factory defect or other reason independent of you), we will make full refund, including shipping fee. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Warranty

We provide a guarantee for all products of the MODS & ATOMIZERS category 6 months from the date of receipt of the goods. The warranty covers cases of failure or breakage of equipment for reasons beyond the control of the user, during use. The warranty does not apply to products with traces of mechanical damage or exposure to liquids, repair or disassembly.

Warranty does not apply to leaking tanks, because leaks due to wrong stuff of cotton, not lubricated or damaged o-rings are not a warranty case.