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Warranty FAQ's
20Warranty FAQ's
Standard vape kits come with 6 months manufacturer warranty from the date of delivery. Premium devices get 12 months coverage. The warranty covers manufacturing defects and electrical faults but not physical damage, drops, or wear and tear. You'll need to keep the original packaging with serial numbers to make any claim - manufacturers won't process warranties without these details.
The warranty covers manufacturing defects, faulty components, electrical faults, and performance issues that aren't caused by user damage. This includes things like auto-firing devices, screens that stop working, buttons that fail, charging ports that won't connect properly, and coils not being detected. It doesn't cover physical damage from drops, water damage, modifications you've made, or normal wear and tear from daily use.
Prefilled pods contain e-liquid, making them a hygiene-sensitive product. Once opened or used, they cannot be returned or exchanged for health and safety reasons - nobody wants a pod that someone else has used. We offer Dead on Arrival (DOA) coverage if you report issues within 7 days of delivery. This protects all customers from contamination risks while ensuring genuine faults are addressed.
Upload a video under 60 seconds showing the fault clearly - demonstrate the issue, show the device from all angles, and include the serial number if visible. Our technical team reviews it the same day and can approve replacements instantly without needing to test the device first. We'll arrange collection the next working day, and your replacement ships as soon as we receive the faulty item. Total resolution in 2-3 days instead of the usual 5-10 days
Yes, absolutely. The serial numbers and authentication codes on packaging are required by manufacturers to process any warranty claim. Without these, we literally cannot help, even if your claim is completely genuine. It takes seconds to store the box somewhere safe and saves massive frustration if something goes wrong. Keep boxes for at least the warranty period.
External batteries (18650s, 21700s, etc.) have 60 days coverage from delivery date. This covers manufacturing faults only - not damage from misuse, torn wraps, dented cells, or normal capacity reduction over time. Internal battery devices (built-in batteries) follow the standard kit warranty of 6-12 months. Battery chargers get a full 12 months warranty coverage.
With video verification: same-day return approval, collection next working day, replacement ships when we receive your item - 2-3 days total. Without video: we need to receive and test the item first, which typically takes 5-7 working days total. The video option is unique to Ecigone and cuts resolution time in half.
Physical damage (drops, cracks, bent parts), water or liquid damage, modifications or repairs you've attempted, using non-recommended batteries or chargers, missing serial numbers or scratch codes, and normal wear and tear. If there's visible damage that could cause the fault, the warranty won't apply. Manufacturing defects only.
Yes, our warranty applies to all orders placed through ecigone.co.uk, whether you choose home delivery or same-day click and collect from our Chesterfield location. Keep your order confirmation email and original packaging. The warranty periods and terms are exactly the same regardless of how you received your order. All warranty claims go through our online returns portal or customer service team.
Tanks have 7-day DOA coverage as they're classed as consumables. Coils have no warranty at all - they're consumable items that burn out through normal use. If a tank arrives damaged or doesn't work properly, report it within 7 days. After that, they're considered used consumables. Glass breakage isn't covered under any circumstances.
Prefilled pod kits have a split warranty: the device itself gets 3 months coverage for manufacturing defects, while the prefilled pods only have DOA coverage (7 days) as they contain e-liquid. Keep the device packaging for serial numbers. The pods follow hygiene rules - once used, no returns possible.
Contact us through the returns portal on our website, live chat (8am-8pm daily), email info@ecigone.co.uk, or phone 01246 260010. Have your order number ready, describe the issue clearly, and provide serial numbers from the packaging. Video evidence massively speeds up the process - upload it right away if possible.
We can trace your online order using your email address or delivery postcode. Check your email for the order confirmation - it contains everything needed for a warranty claim. Without proof of purchase from Ecigone, we cannot process warranty claims. The order must be placed through our website to qualify for warranty coverage.
Refill pods containing e-liquid (like IVG 2400 pods or Lost Mary BM6000 pods) have DOA coverage only - report faults within 7 days. Empty refillable pods for devices like the OXVA Xlim have 7-day DOA coverage as consumables. Once any pod has been filled or used, hygiene rules mean no returns are possible.
Once the warranty expires, we cannot offer free replacements. However, we'll often provide a discount code for a replacement device as a goodwill gesture for loyal customers. Extended warranties aren't available - the manufacturer warranty periods are fixed. Consider it might be time to upgrade to a newer model anyway.
Yes, video evidence is optional but highly recommended. Without video, you'll need to return the item for testing, which takes 5-7 working days total. With video, we can approve claims same-day and get your replacement sorted in 2-3 days. The choice is yours, but video saves significant time.
Warranty follows the original purchase date on our system, not when you received it as a gift. You'll need the gift giver's order number or email address to make a claim. The warranty terms remain the same. If bought from another retailer, you'll need to claim through them - warranties aren't transferable between shops.
Yes, if your warranty claim is approved, we provide a free returns label. You won't pay anything to send the faulty item back. If the item isn't actually faulty or the damage isn't covered by warranty, you'd need to pay return postage to get it back. That's why video evidence helps - we can confirm coverage before you send anything.
E-liquids have no warranty once opened due to hygiene regulations. If a bottle arrives damaged, leaking, or with the wrong nicotine strength, report it within 7 days for DOA coverage. Include photos of the issue. Once opened and used, e-liquids cannot be returned even if you don't like the flavour - that's not a fault.
Our warranty matches or exceeds industry standards: 6-12 months on kits (many offer just 3-6 months), 60 days on batteries (industry standard 28-60 days), 12 months on chargers (often unspecified elsewhere), and unique same-day video verification that nobody else offers. We're transparent about terms while many competitors bury details in small print. Check their terms and compare - we're confident you'll find ours clearer and fairer.
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