FAQs

Please head to our Rewards Portal for a step-by-step guide on how to acquire your rewards points and to use them:

https://www.hnvey.com/pages/rewards-program

Please head to our returns portal for more information about exchanges and returns:

https://hnvey.com/pages/return-policy

Our return policy lasts 30 days from the date of Delivery. Defective device claims beyond 30 days of delivery need to go directly through the device manufacturer's warranty service. 

File a Help Request through our Customer Support Portal when filing your request, please fill out the necessary information that is requested in the Help Request Ticket Form.

You will need:

• Your Full Name
• Order Number 
• Date of Purchase (NOT Date of Delivery)
• Reasons - DESCRIBE THE ITEM'S DEFECT
• Your Mailing Address
• Type of Exchange- ie: (Defective Item, DOA, Wrong Item, or Buyer's Remorse)
• Exchange Type Request - ie: I would like the same item exchanged or if you'd like credit towards an alternate item or Refund if your product qualifies for buyer's remorse.

*Please Note that you may be asked to provide photo or video proof of the item's defect. This typically applies to major visual defects or other extenuating circumstances. It is not a common practice but please know that we may ask for this at any time and have the right to do so

HNVEY will provide you with a exchange label and RMA Number within 24-48 hours of receiving your request. You are then responsible for carefully packaging the device and using the provided label to ship the item back to us. Once we've received the item, we will need 24-48 hours to inspect and process the exchange. We will review your exchange request respond to your request in our Support Portal. After this process is finished, we will package your exchange and email you the new tracking number for your exchanged device.

Qualified and Excluded Products:

Due to the sensitive nature of their design, and obvious safety reasons, we do not accept exchanges on the following items:

• eLliquids
• Used/Opened .
• Batteries
• Chargers

In order for your defective item to be eligible for exchange or credit, it must meet the following requirements:

• Must not show signs of physical damage or severe scratching
• Cannot be exchangedfor minor visual defects, such as minor scuffs, or discoloration
• All accessories included in the purchased package must be sent in with the defective device
• Please pack your exchange well. We cannot give full credit on devices that are damaged during transportation back to us due to poor packaging
• If damage during transportation is clearly the fault of the carrier, you will not be held liable for damage as long as the item was packed with care
• Must not be on the list of non-exchangeable items

Refund is acceptable only for products that are unused and in resaleable conditions within 30-day of arrival.

HNVEY claims the right to refuse refund/exchange products that are NOT in resaleable conditions or has been damaged.

Delivery/courier costs for refund/exchange products will NOT be covered by HNVEY.

All Dead on Arrival items, Missing components, or Wrong Item claims must be reported back to us within 72 hours from the time of delivery. Please inspect your items carefully upon receiving it, it is important you use the time allotted to check if the item is DOA. We will only accept exchanges from the excluded item list if it is a DOA item and is reported within the 72 hour time frame.

The warranty excludes coverage for damage resulting from accident, disassembly, customized modification, or user-error. 

Again, we do not accept exchanges for  batteries, disposables, or any similar product.

Please note that we do not accept exchanges on items that are not defective and are opened or used. This is considered "buyer's remorse". 

We only accept buyer's remorse exchanges if the item is unopened and unused and in its original packaging and plastic seals. In other words, you must return the product the way in which it was received.

There is also a 20% restocking fee on items exchanged under buyer's remorse. 

In order to start a exchange, you must use our Customer Support Portal and file a Help Request for exchanging an Item. For buyer's remorse returns, the customer is responsible for return shipping. Hnvey.com does not compensate shipping costs for buyer's remorse returns. We will provide an RMA Number Postmarked within the 14-Day window, the RMA number needs to be written clearly on the exterior of the package. Without this number, our shipping department will disregard the package. (Our new shipping platform puts the RMA number on the label so you shouldn't have to worry about this.

If your item is defective and is not listed as a non-exchangeable item, the item is eligible for exchange or credit towards a new device.

NOTE: IF YOU SENT AN ITEM FOR RETURN AND THE ITEM DOES NOT QUALIFY FOR A RETURN. YOU WILL WANT THE ITEM BACK BECAUSE WE WILL NOT REFUND YOU. IF YOUR DISQUALIFIED RETURN NEEDS TO BE SENT BACK, YOU WILL BE HELD RESPONSIBLE TO PAY SHIPPING FEES TO GET THE ITEM BACK TO YOU. WE WILL NOT SEND A DISQUALIFIED ITEM BACK UNTIL SHIPPING COSTS ARE PAID (USUALLY ABOUT $3) IT IS YOUR RESPONSIBILITY TO THOROUGHLY READ THE RETURN POLICY. IF YOU ARE UNSURE IF YOUR ITEM QUALIFIES FOR EXCHANGE OR RETURN PLEASE CONTACT US BY PHONE OR EMAIL PRIOR TO SENDING IN YOUR DEVICE

Yes, we are offering free shipping for all orders over $49.

It depends on the shipping method you choose when you check out. We offer same day shipping and we are based out of Los Angeles, United States.

Yes.

Credit/Debit cards are declined automatically our system due to billing addresses not matching or incorrect information. Funds will be back into your account in 2-3 Business days. 

If you have an item that is on sale or if you already have a discount that is applied the discount code box will not appear. Our system only allows 1 discount/discount code per order. 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We cannot guarantee we will have the exact item available for exchange if you've purchased a clearance item. Clearance items are not restocked, and if we've sold out of the item between the time of your purchase and the time that we process your exchange, you will be contacted and asked to select an alternate item.