Vape Mate has four general warranty policies for products that we sell to our customers. There are exceptions to every policy and we will do everything possible to work with every situation but these are the guidelines that we use for providing warranty and exchanges on products purchased from us.
- No Warranty Coverage Products
- Warranty Coverage for DOA Only
- Coverage for "Brand-X" Products
- Genuine BIANSI Products Warranty coverage
- Manufacturer Warranty coverage
Some of the products sold at Vape Mate will have no warranty coverage. These will be items such as Vapour Liquids which due to risk of contamination. Other items that would fall into a "no warranty" category are those that are clearly marked in their product description with phrases such as (but not limited to):
- Sold as is
- All sales final
DOA is the abbreviation for "Dead on Arrival" which indicates that upon receiving an item, it did not function. If you purchase a product from us and it is DOA, you must contact us within 14 days of your purchase and return the product to us within a reasonable amount of time and it will be replaced at no additional cost to you.
Some items are covered under DOA Warranty ONLY and it will be indicated in the product description. This would include items such as anything Low Resistance or High Voltage as these require a significant amount of care with their use in order to prevent damage to those products.
In almost every case, any item that arrives as DOA will be covered under this warranty. Some examples of what would be considered DOA scenarios are:
- After charging a new battery there is no voltage output
- A new atomizer on your battery does not fire
- A new charging cable does not charge your battery
If you have purchased a product from us that is only covered against DOA and it fails within a short period of time, we occasionally make exceptions to DOA only warranty policy. If you contact us within a reasonable amount of time from the date of purchase, we will try and work with you.
A "Brand-X" Product is any product that is not a brand name and/or does not have any warranty coverage from the manufacturer. If the product has been purchased from Vape Mate and does not fall into any of the other Warranty Coverage categories, it will be covered by this category. This warranty coverage is for thirty (30) days from the purchase date and is coverage against equipment failures, defects in workmanship and materials for the product.
This warranty will be considered void if the product has been tampered with in any way or is damaged through improper use, negligence and/or abuse.
If you have an issue with any product purchased from us that falls within the "Brand-X" warranty period, you must contact us within the warranty period and return the product to us within a reasonable amount of time and it will be replaced at no additional cost to you.
If you have issues outside of the warranty period but within a reasonable amount of time thereafter, contact us and we will work with you to whatever extent possible.
BIANSI stands behind the quality of their products!
BIANSI offers a 90 day warranty from the date of purchase against defects in workmanship and materials for all their batteries. All electrical components and accessories excluding batteries have a 30 day warranty against defects in workmanship and materials from the date of purchase.
This warranty will be considered void if the product has been tampered with in any way, has been used with parts other than BIANSI or is damaged through improper use, negligence and/or abuse.
Products purchased under manufacturer warranty may be returned to us within 14 days of receiving your purchase. However, you must contact us within that 14 days where we will begin to work with you to resolve the issue.
For issues beyond the first 14 days, you will need to contact the manufacturer directly for assistance.
The manufacturer and contact information will be listed in the product description for products covered under this warranty.
What to do if you have a Warranty Claim?
If you suspect that you have a warranty claim, please contact us immediately via email at . (You must contact us within the warranty period if you wish to file a warranty claim.) In "Subject" of the message, please indicate "Warranty Issue". In the "Body" of the message include the following:
- Your full name (as purchased)
- Your shipping address for sending replacement product
- The date that you purchased the product (invoice number preferred)
- Detailed explanation of the issue that you are experiencing
- Your preferred method of contact (telephone/email)
- A date/time and telephone number (if applicable) where we can reach you
Once we receive your information, we will contact you using a method you specified in your email. If after working with you it is determined that your product needs repair or replacement, you can send your item to us. We will inspect the product and contact you on the actions that will be taken.