Cancellation, Return & Refund Policy

Cancellation Policy

We only accept cancellations of orders before the tracking information is generated, which usually happens within 24 hours upon submitting the order online or through other methods. If you wish to cancel your order, please contact the Customer Support Team immediately, so we may verify if the tracking information is already generated.

Return Policy

All sales are final, except in the rare event of defective, malfunctioning or non-functioning product. In the event that a product that you purchased from Kaival is returned to you by your customer within 30 days of such customer purchase and the customer claims such product is defective, malfunctioning or non-functioning, then you may return such product to Kaival within 30 days of receiving such return, provided that the requested return is also within 180 days of your purchase of that product from Kaival. What constitutes “defective, malfunctioning or non-functioning” shall be determined in Kaival’s good faith discretion.

Kaival will only accept a return of defective products when purchased from wholesale.bidivapor.com or Kaival. Kaival will require a proof of purchase. You may find your purchase history via your online account.

Kaival does not handle any returns or credits for products not purchased from Kaival. If you purchased product from a distributor or wholesaler, you must address your request for return to them, and their policies will apply.

Please also see the “Credit Policy” section below.

Credit Policy

To be eligible for a credit, you must first have complied with the return policy related to the reason for your return.

Your compensation from Kaival for such repurchase of inventory shall not exceed the amount of inventory purchased by you in the last 60 days times the price actually paid to Kaival for such purchases when made.

Compensation for returns shall be, in Kaival’s discretion, applied in one or more of the following fashions:(i) a credit applied to an open invoice, if any, or (ii) a credit on your account with Kaival to be used for future purchases. In either case, the maximum credit that may be applied collectively to an open invoice (if any) and to future orders is up to 50% of the cost of goods (e.g., the credit shall not apply to shipping charges), until such credits are exhausted.

Any marketing or other compensation associated with a product so returned may be set off against such credit such that you are returned to the state before you had purchased such product and do not receive more than the price actually paid for the product.

To submit a return request, please email your Kaival sales representative. You must be able to verify your purchase, the date of the customer’s purchase (as appliable or requested). You may be given a return authorization number. Do not mail us any products without prior authorization. Unless otherwise specified above or requested, you must ship back the to be returned item(s) within fourteen (14) days after notifying us of your request for a credit.

Kaival reserves the right to withhold credit until we have received the purchased item to verify the return policy has been complied with. No credit memo(s) will be issued for items not shipped back within fourteen (14) days of notifying Kaival that you would like to return the items for a credit.

Kaival will not reimburse you for any supplemental costs other than the standard delivery shipping fee offered by us at the time of your purchase. Kaival is not liable to credit any additional costs resulting from your preference of delivery type other than the standard delivery type we offered at the time of your purchase.