Last Updated: October 20, 2024
At VEAYEA, we stand behind the quality of our cross-border e-cigarette products and are committed to providing reliable after-sales support for customers in European and American markets. This Warranty Policy outlines the coverage, limitations, and procedures for claiming warranty service, ensuring transparency and alignment with regional consumer protection regulations (e.g., EU Consumer Rights Directive, US Magnuson-Moss Warranty Act).
1. Warranty Coverage Period
- All new VEAYEA e-cigarette devices and e-liquid (e.g., disposable vapes, rechargeable kits) come with a 180-day limited warranty from the date of original purchase.
- E-cigarette accessories (e.g., replacement pods, charging cables) are covered by a 90-day limited warranty from the purchase date, excluding normal wear and tear.
2. What the Warranty Covers
This warranty applies only to defects in materials or workmanship under normal use (e.g., following the product’s user manual) and covers:
- Malfunctions in device performance (e.g., non-responsive buttons, battery failure, or leakage unrelated to user error).
- Manufacturing flaws (e.g., faulty mesh coils, cracked casings from production defects, or defective LED displays).
- Replacement or repair of the defective product (at VEAYEA’s discretion). If replacement is not possible (e.g., product discontinued), we may offer a store credit of equal value or a comparable alternative product.
3. What the Warranty Does NOT Cover
The warranty is void for issues caused by:
- User error or improper use (e.g., overcharging, using non-VEAYEA compatible chargers, disassembling the device, or exposing it to extreme temperatures/moisture).
- Normal wear and tear (e.g., faded UV printing, minor scratches on the casing, or depleted e-liquid/pods).
- Damage from accidents (e.g., drops, impacts, or water damage) or unauthorized modifications (e.g., altering nicotine strength or circuit components).
- Products purchased from unauthorized sellers (e.g., third-party marketplaces not approved by VEAYEA) or without a valid purchase receipt.
4. How to Claim Warranty Service
To request warranty support, follow these steps:
- Gather Required Documents: Prepare your original purchase receipt (or order confirmation email from VEAYEA), product serial number (found on the device packaging or bottom of the unit), and photos/videos of the defect (to verify the issue).
- Submit a Claim: Contact our customer service team via email at service@veayea.com with the subject line “Warranty Claim – [Your Order Number].” Include the required documents and a detailed description of the defect (e.g., “Device fails to charge after 2 weeks of use”).
- Review & Resolution: Our team will review your claim within 3-5 business days. If approved, our sales representative will apply accordingly new replacement devices or products and send to you on your next order or give you equal amount discount on next order. If this still not workable, then we can negotiate for full refund of the order and cargo return back to us, but when return back the package the extra tax or shipping fees might charge by your side.