Refund and Returns Policy
Effective Date: June 01, 2026
This Refund and Returns Policy applies to all wholesale purchases made through institutional.shftholdings.com (the "Site"), operated by SHFT Holdings Enterprises, LLC ("SHFT Holdings," "we," "us," or "our"). This policy is part of, and should be read together with, our Terms and Conditions. By placing an order through the Site, you agree to this policy.
1. All Sales Final
Due to the regulated nature of tobacco-derived nicotine products, all sales through the Site are final. We do not accept returns or issue refunds based on overstock, slow sell-through, buyer error in ordering, changes in facility purchasing decisions, or buyer's loss of licensure.
The only exceptions to this policy are those described in Sections 3, 4, and 7 below.
2. Inspection and Claim Window
You are responsible for inspecting all shipments upon receipt. Any claim for damaged products, shortages, or incorrect items must be submitted in writing to info@shftholdings.com within five (5) business days of delivery. Claims submitted after this window may be denied.
All claims must include:
- Your order number;
- A description of the issue;
- Photographs of damaged products, packaging, and shipping cartons, where applicable; and
- A count of affected units.
We may request additional documentation, including carrier delivery records, before approving a claim.
3. Damaged Products
If products arrive damaged in transit, we will, at our option, either replace the affected units at no charge or issue a credit or refund for the affected units. Where damage is visible at delivery, we recommend noting the damage on the carrier's delivery receipt at the time of acceptance, as this supports the claim.
Damage occurring after delivery, including damage caused by improper storage or handling at your facility, is not eligible for replacement, credit, or refund.
4. Shipping Errors, Shortages, and Incorrect Items
If we ship the wrong product, the wrong quantity, or items you did not order, we will correct the error at no cost to you. Depending on the situation, this may include shipping the correct or missing items, issuing a credit or refund for the affected units, or arranging return of incorrectly shipped items at our expense.
Incorrectly shipped products must be held in their original, unopened condition pending our instructions. Do not sell, distribute, or dispose of incorrectly shipped products without our written direction.
5. Return Authorization Required
No products may be returned without a Return Merchandise Authorization (RMA) issued by us in advance. To request an RMA for an approved claim, contact info@shftholdings.com with your order number and claim details. Returned products must be shipped in accordance with the RMA instructions, including any carrier, packaging, and labeling requirements.
Unauthorized returns may be refused at the dock or destroyed without credit, at our discretion.
6. Condition of Returned Products
Except where products arrived damaged, returned products must be unopened, unused, in their original packaging, with all health warnings and labeling intact. Products that have been opened, relabeled, price-stickered in a way that damages required labeling, or removed from original packaging are not eligible for credit or refund.
7. Product Recalls and Regulatory Actions
If a product is subject to a recall, market withdrawal, or regulatory action, this policy does not limit your remedies for affected products. We will provide instructions for the return, segregation, or destruction of affected inventory, and we will work with you in good faith on credits or replacements for affected products in your possession, in accordance with our Terms and Conditions and applicable law.
8. Order Cancellations
Orders may be cancelled without charge at any time before shipment by contacting info@shftholdings.com with your order number. Once an order has shipped, it cannot be cancelled and is governed by the terms of this policy. Refused shipments, other than refusals due to visible transit damage, are not eligible for refund, and you remain responsible for the full order amount plus any return freight and handling costs we incur.
9. How Refunds and Credits Are Issued
Approved refunds are issued to the original payment method. Where the parties agree, we may instead issue an account credit applicable to future orders. Refunds are processed within ten (10) business days of claim approval or, where a return is required, within ten (10) business days of our receipt and verification of the returned products. Your bank or payment provider may require additional time to post the refund.
Shipping and handling charges are refundable only where the claim arises from our error or transit damage to the entire shipment.
10. Government Purchasers
Where you purchase on behalf of a government entity and applicable procurement law or a controlling procurement contract requires different return, inspection, or refund terms, those terms will control to the extent of the conflict, as described in our Terms and Conditions.
11. Changes to This Policy
We may update this policy from time to time. The "Effective Date" above reflects the date of the most recent revision. The policy in effect at the time an order is placed governs that order.
12. Contact
Claims, RMA requests, and questions about this policy may be directed to:
SHFT Holdings Enterprises, LLC
Attn: Privacy
2000 Glades Rd, Suite 200
Boca Raton, FL 33431
Email: info@shftholdings.com
Phone: +1 (561) 388-9946