About Our Warranty
Hellvape provides free product and free shipping at the period of 90 days from the date of purchase to all customers who purchase from our authorized distributors and wholesalers:
1. We won’t charge you for your first replacement product within the warranty period of 90 days;
2. But we need to charge shipping fees for your second replacement product of the same original device;
3. In case there is a third replacement request, we can only offer you a discount for the particular product.
Our warranty does not cover accessories including O-rings, glass tube and etc. due to it being a consumable product, however if the product happen to be in faulty stateat the time of receiving the goods, please inform us immediately prior to using it (making contact with foreign objects such as e-liquid).
Customer Service: [email protected]
Before you submit a warranty claim, please make sure that you have the following:
1. Copy of receipt or proof of purchase
2. Picture of the Serial Number and Authenticity Code
3. Videos or pictures to show product issue explained clearly
4. Preferred shipping address and best contact number where you can be reached
If your item is covered under warranty, return shipping will be provided at no charge.
If your item is not covered under warranty, you will be responsible for any costs associated with return shipping.
Some items may not be eligible for service due to misuse, damage, or other failures caused other than by manufacturer defects or premature failure. Hellvape warranty service center reserves the right to deny any warranty service. Please check the warranty prior.
Warranty for Distributors and Wholesalers
Hellvape provides a quality assurance period of 120 days from the date of purchase to all of our authorized distributors and wholesalers who sell our authentic products.
After-Sales Process of Authorized Wholesalers
1. Wholesalers who receive customers' complains:
A. Collect pictures or video, quantity and colors of default products then analyzes the point of problems;
B. Send these information to Hellvape's salers and archive information;
C. Keep the defective products for 6 months and Hellvape may ask the wholesaler to send back to China every 6 months;
D. May be requested to delivery the default products as soon as possible, so we can analyze and solve the problem in a short time.
2. Distributors replace products or accessories free to customers first and we will provide them with new order;
3. We can make credit note which can be used in next orders if wholesalers do not replace products directly.
Warranty for Resellers
Hellvape provides a quality assurance for reseller who purchase from our authorized distributors. And the service is same as distributors.
If you purchased the product from an unauthorized dealer, all support and warranty issues please contact with the distributors directly.