Complaints centre

What can you do through our Complaints Centre?

- Complaining about a defective product
- Replacement of delivered products
- Incomplete order
- Return of the product within 14 days
- Damaged order
- If none of these issues are exactly your case, don't despair and contact us via online chat / email / phone and together we will of course resolve it individually

We completely understand that a malfunctioning e-cigarette can ruin your mood. That's why we have introduced a state-of-the-art complaint system that will easily guide you through the entire process and keep you informed about the progress of your complaint.

We guarantee our products for 24 months unless otherwise stated. Before you go ahead with your claim, keep in mind that:

The warranty only covers manufacturing defects.
The standard terms and conditions of Czech law (see GTC) apply to the handling of the claim.
We film and photograph most of the products that come to us for claim for possible disputes.
Goods sent by cash on delivery will not be accepted.
The warranty period does not apply to batteries (battery life is six months) and consumable parts (atomizer heads, glow heads, glow coils, wicks, cartridges, etc.) and e-cigarette refills (e-liquids).
We endeavour to resolve complaints as soon as possible, but no longer than the statutory period of 30 days. By using the Complaints Centre, you can speed up the process considerably.

Furthermore, the warranty does not cover:

defects caused by foreign intervention (unprofessional replacement, etc.), external influences (aggressive environment, impact, rough handling, excessive temperature, contact with strong magnetic fields) or water ingress, etc,
Wear and tear caused by normal use (Wear and tear caused by normal use includes a reduction in the capacity of the batteries.) - Damage to the outer casing, case, scratches, abrasions, etc,
defects caused by improper use, failure to follow instructions, improper maintenance or improper storage
ppsoft Customised information systems and online shops
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Prohibition of the sale of tobacco products, electronic cigarettes and alcohol to persons under 18 years of age pursuant to Act No. 379/2005 Coll. on measures to protect against the harm caused by tobacco products, alcohol and other addictive substances and on amending related acts, as amended by Acts No. 225/2006 Coll., No. 274/2008 Coll. and No. 305/2009 Coll.

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