Returns Process

To initiate a return, please follow these steps:

1. Confirm with our customer service team through the support portal or your sales representative that the return is eligible.
2. Print a copy of the Return Order Form.
3. Complete the Return Order Form, leaving the RMA# section blank.
4. Place the Return Order Form inside the return package.
5. Mail the return package to:
   
   Returns Department
   Shalisto LLC
   5083 Arville St.
   Las Vegas, Nevada, US 89118

Return Policy

To be eligible for a return, the order must meet the following conditions:

• All items must be free of physical damage or signs of use, unless defective.
• All accessories included with the purchased item(s) must be in perfect condition.
• The return request must be made within 30 days of the delivery date.
• Any expired, broken, incorrect, or missing items (excluding defective items) must be reported within 72 hours of the original delivery date.
• A complete Return Order Form must be included with the return shipment.

Non-Returnable Items

The following items are not eligible for return:

• E-liquids
• Used or open tanks or rebuildable atomizers
• Coils and pods
• Batteries and chargers
• Alternative products
• Disposables (Puff Bars, Mojos, etc.)
• Items with manufacturer’s visual defects, including but not limited to lining gaps, small chips in the paint, and off-color resin

Return Policies & Fees

If we receive ineligible items, you will be responsible for all shipping costs and fees. We do not cover shipping costs or fees incurred when returning items to the purchaser.

If any items within the return order are deemed ineligible for a return credit or exchange, we will attempt to contact the customer to return those items. If we cannot reach the customer or if the customer is unresponsive, we will hold the items for no longer than 10 days after our first contact attempt before disposing of them.

If an exchange order is shipped but returned by the mail carrier due to non-delivery issues, we will contact the customer to resolve the issue. Orders held longer than 72 hours will be deconstructed, and store credit will be issued to the customer’s account. An email will also be sent notifying the customer of the credit issuance.

If we cannot ship an exchange order due to an incomplete or inaccurate address, we will hold the items for 72 hours and attempt to contact the customer. After 72 hours, the order will be canceled, deconstructed, and store credit will be issued to the customer’s account.

Only regular-priced items are eligible for refunds or exchanges. Discounted items, clearance items, sale items, and other promotional items are not eligible for refunds or exchanges.

If you decide you do not want the purchased item(s), you must return them within 72 hours of delivery, unopened and in salable condition. Items listed as non-returnable are not eligible for a refund or exchange, even if unwanted. Please note that all Buyer’s Remorse returns are subject to a 30% restocking fee.