Product Warranty - Clear Terms, Fast Resolution

Vape kits come with 6 months standard warranty or 12 months for premium devices. Coverage includes manufacturing defects, faulty components, and electrical faults that occur through normal use.

You need to keep original packaging with serial numbers - manufacturers require these to process claims. Physical damage, wear and tear, user modifications, and liquid damage aren't covered. Our 6-12 month coverage exceeds most UK competitors who typically offer just 3 months.

Grab your order number and serial number from the packaging, then document the fault. Video evidence under 60 seconds works best for same-day approval.

Contact us via live chat (8am-8pm), email (info@ecigone.co.uk), or phone (01246 260010). With video verification, you'll get same-day approval and 3-4 days total resolution. Without video, we need to test the item in-house which adds 3-5 days.

Serial numbers and authentication codes on the packaging are required by manufacturers to validate warranty claims. Without them, manufacturers won't process claims - meaning we can't help, regardless of how genuine the fault is.

The packaging doesn't need to be pristine, just readable. Keep it stored during the warranty period. This requirement is industry-standard across all electronics and protects against counterfeit products.

Products containing e-liquid can't be warranted once opened due to hygiene and safety requirements. Once opened, we can't verify condition or contamination, which protects all customers from health risks.

We provide dead-on-arrival coverage - report issues within 7 days with photo or video evidence. This covers sealed bottles that leak, prefilled pods that don't fire, or manufacturing defects visible immediately. This policy is standard across all responsible UK vape retailers.

The device gets a 3 months warranty covering the battery, charging components, and electronics. Manufacturing defects and electrical faults are covered during this period.

Prefilled pods follow DOA-only terms because they contain e-liquid. Report faulty pods within 7 days. Keep original packaging with serial numbers for device claims. This split approach is standard - the device is warranted hardware, pods are consumable.

External batteries get 60 days coverage for manufacturing faults only. This covers cells that won't hold charge when new, won't charge properly, or have manufacturing defects in construction.

Normal capacity degradation, physical damage, torn wraps, or signs of misuse aren't covered. The 60-day period is industry-standard because genuine manufacturing faults appear within the first few charge cycles.

Record a video under 60 seconds showing the device and demonstrating the fault. Upload it via our returns portal with your order number and photo of serial number from the box.

Our technical team reviews it same-day and approves instantly if it's a genuine fault. Collection gets arranged next working day, replacement ships when your item arrives. Total time: 3-4 days instead of 5-7 days with traditional testing.

Physical damage from drops or impacts, liquid damage inside electronics, and normal wear and tear all void warranty. User modifications including custom firmware, DIY repairs, or opening sealed components end coverage immediately.

Misuse, like wrong batteries, inappropriate chargers, or operating outside specifications also voids warranty. These exclusions are industry-standard and keep coverage focused on genuine manufacturing faults, not accidental damage.