Vape Warranty and Faults
How to report a fault with a vape device or accessory, what to check first, and how we review reports.
Age-restricted: 18+ only. Nicotine is addictive.
What to check first
Before you report a fault, check: is the device fully charged, are you using the correct charging cable and adaptor, was the coil primed before use (refillable kits), is the pod or tank fitted securely, and is there any visible damage or leakage.
A burnt taste is usually caused by an unprimed coil, running the device at too high a wattage, or using it while low on e-liquid. Burnt coils are treated as normal wear and tear and are not covered.
Reporting a fault
To report a fault, contact us. You will need:
Your order number. The batch or serial number (where applicable). A clear description of the issue. Photo or video evidence (where requested).
Faults must be reported within 30 days of delivery. All items are inspected before any credit, replacement or refund is issued.
Warranty periods
| Item | Period | Covers |
|---|---|---|
| Devices, kits and pod systems | 6 months | Verified manufacturer defects only |
| External batteries | 60 days | Manufacturer defects only |
| Chargers and charging accessories | 12 months | Electrical faults |
| Tanks, pods and coils | Consumable | Only if faulty on arrival |
| E-liquids | Sealed consumable | Only a verified manufacturing fault or shipping error |
What is not covered
Accidental damage. Liquid or water damage. Burnt coils or incorrect priming. Incorrect charging or use of non-approved chargers. Cosmetic wear and tear. Tampering or modification. Damage caused by misuse. Normal performance decline over time.
We may decline reports that do not meet these conditions.
If a report is approved
1. Return for inspection
You may be asked to return the item for inspection.
2. Assessment
Returned items are assessed before any credit or replacement is issued.
3. Refunds
Where applicable, refunds go to the original payment method.
If an item is not returned when requested, the report may be declined. See our returns policy.
Report a fault18+ only. Nicotine is addictive.