Return & Warranty Policy
We stand behind the quality of every shipment. This page explains exactly what we cover, what we don’t, and how to file a claim — no ambiguity.
1. Our Quality Commitment
Every batch undergoes a pre-shipment inspection covering coil resistance tolerance, structural integrity, inlet hole dimensions, and seal pressure. We apply an Acceptable Quality Level (AQL) standard to every production run.
That said, electronic hardware carries an inherent defect rate. We recognise an industry-standard tolerance of up to 2% defective units per shipment. Defect rates within this threshold are addressed through replacement, not refund.
2. What Is Covered
The following manufacturing defects are eligible for a claim within 30 days of confirmed delivery:
- Coil failure — no vapour produced on a brand-new, unfilled pod
- Structural cracking or deformation on arrival (not caused by transit handling)
- Mismatched coil resistance versus the specification in your order confirmation
- Inlet hole blockage from a manufacturing defect (confirmed with macro photo)
- Wrong SKU or wrong quantity shipped versus the packing list
✓ Eligible claims result in replacement units dispatched with your next order at no additional cost. For claims exceeding 2% of shipment volume, we will discuss a partial credit or priority re-shipment on a case-by-case basis.
3. What Is Not Covered
The following situations fall outside our warranty scope:
- Leaking or burnt taste caused by incorrect filling procedure (insufficient wick saturation time, overfilling, or incompatible oil viscosity)
- Damage caused by incorrect capping pressure or non-compatible capping machinery
- Defects resulting from storage conditions after delivery (extreme temperature, humidity, or UV exposure)
- Normal wear on pods that have already been filled, used, and then reported as defective
- Claims submitted more than 30 days after the confirmed delivery date
- Claims without supporting photographic or video evidence
Note on leaking pods: Leaking is almost always caused by filling technique, not hardware defect. If you are experiencing consistent leaking, contact us before filing a claim — we will walk you through the correct filling procedure for your specific pod style and oil viscosity. This resolves the issue in the vast majority of cases.
4. How to File a Claim
Claims must be submitted within 30 days of delivery. Follow these steps:
Document the defect. Photograph or video the defective units clearly — show the issue (no vapour, cracking, leaking, etc.). For coil failures, a short video is preferred.
Send your claim to us. WhatsApp +44 7927 167562 or email [email protected] with: your order number, total quantity affected, defect description, and media files.
We review within 3 business days. We will confirm whether the claim is approved, request additional evidence if needed, or advise on a technical fix if the issue is filling-related.
Replacement is dispatched with your next order. Approved replacement units are added to your following order at no charge. For large-scale defects (>2%), we will arrange a separate priority shipment.
5. Shipping Damage
If your order arrives with visible external packaging damage, photograph the outer carton before opening it and notify us within 48 hours of delivery. We will work with the freight forwarder to assess liability and arrange replacement if the damage is confirmed as transit-related.
We are not liable for damage caused by the buyer’s chosen freight forwarder on EXW or FOB shipments once the cargo has been handed over at origin.
6. No Returns of Opened Shipments
Due to the nature of wholesale hardware, we do not accept physical returns of goods once a shipment has been opened or pods have been filled. All claims are resolved through replacement or credit, not physical return logistics.
Questions Before You Order?
We’re happy to discuss quality standards, defect rates, or filling compatibility before you commit to a bulk order.
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