Warranty
At Ecigone, we aim to keep things clear and fair when it comes to product warranties. Most vape kits include different parts: mods, pods, tanks, batteries, and each has its own warranty period. Some parts, like coils and pods, are classed as consumables, so they aren’t covered long term. If your order arrives damaged, contact us within 48 hours of receiving.
Vape Kits & Mods
All vape kits and mods come with a 30-day refund period if found faulty and up to a 12 month warranty for replacements or repair but the outer packaging/sleeve and/or box must be kept in order to authorise - as the serial number/scratch code is required. We’re happy to assist with those claims and help you liaise with the brand if needed.
Please note: Damage caused by drops, wear and tear, or accidental misuse is not covered by Ecigone or the manufacturer. You’ll need to keep your original packaging and contact us directly for any warranty claim.
We may ask for your item to be sent back to us so our team can test and verify the issue. This process usually takes around 48 hours, but we’ll keep you updated if longer testing is required. Once approved, we’ll arrange a collection or provide you with a QRCode to drop at your local post office if more convenient.
Batteries
External batteries are covered by a 60-day warranty from the date of delivery. This doesn’t cover misuse, general wear, or accidental damage.
If you believe your battery is faulty, please get in touch with details. If we find it to be a manufacturer fault, we’ll replace it. You may need to return the item for inspection before we can approve a claim. Once confirmed, we’ll issue a pre-paid label for you to return it to us.
Battery Chargers
Battery chargers sold at Ecigone come with a 12-month warranty. This only applies to faults not caused by user error or damage. To make a claim, contact us with a clear description of the issue. If needed, we’ll ask for the charger to be sent back for testing, and we’ll supply a pre-paid return label once the fault is confirmed.
E-liquids & Refillable Pods
E-liquid and replacement refillable pods are sold sealed and are not covered by warranty unless the item is faulty or damaged on arrival.
If there’s an issue with your product when it arrives, let us know within 7 days. Damaged or faulty items will be replaced, but we’ll need you to provide evidence. If something’s missing from your order, please contact us within 48 hours of receiving it.
Once verified, we’ll issue a pre-paid return label for you to send the product back to us.
Disposable Kits & Prefilled E-Liquid Pods
These are with a 3-month warranty and an approximate shelf life of 1 year. Puff count expectancy is noted on the device packaging. Please note that significantly lower puff counts can be found if longer draws are taken. Please retain the outer packaging and device or pod, as these contain the product serial number required for a warranty claim.
Further evidence (photos or video) may be required based on the issue.
Tanks, Clearomisers & Cartomisers
Due to their consumable nature, these items aren’t covered by warranty. However, if you report a fault or DOA within 7 days of receiving your order, we may offer a replacement or refund once we’ve tested the item.
You’ll need to return the product for testing. If we find it was damaged through use, we can’t approve the claim. If the issue is confirmed, we’ll email you a return label to download and print or use in-store.
How to Make a Warranty Claim
To make a claim, contact us via:
- Email: info@ecigone.co.uk
- Phone: 01246 260010
- Live chat: Available on our website
Please include your order number, a detailed description of the issue, and if possible, the batch or serial number of the product. We’ll walk you through the next steps and guide you through the process.
If we verify a fault, we’ll offer a replacement or refund. If not, we’ll return the item to you (return shipping at your cost).