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ProSmoke makes the best products in the market and we want our customers to feel comfortable making every purchase. Whether its your first e-cigarette purchase or your 100th, ProSmoke will always be here to stand by its products and resolve any issues to the best of our capabilities. Please familiarize yourself with the full details of the warranty and coverage on this page.
All products, unless otherwise stated, are covered by the ProSmoke manufacturer's warranties. Within 12 months of the purchase date, we will repair or replace, at our sole discretion, any product that is deemed to have manufacturer defects. Consumable components, such as cartridges, are typically not covered unless deemed to be defective. If a customer has issues with cartridges, they must be retained if the Returns Department requires the items to be sent back for inspection. As such, atomizers are also considered consumable items and covered 30 days from purchase against manufacturer defects. For warranty policies on Disposable e-cigarettes, please refer to the Disposable Warranty Detail further down on this page.
Order Change Requests
If you wish to cancel an order, please contact Customer Service before the order is sent to processing. This is typically very quick, if not immediate, if the order is placed during business hours. Once the item has processed, it can no longer be canceled or changed. We process thousands of orders each week and locating a package that has been released for shipment is extremely difficult, if not impossible. This is why Change Requests should be made as soon as you can!
ProSmoke Warranty Process and Details
All return merchandise must be undamaged in like-new condition for a replacement or refund. For example, if in 6 months your battery is not performing 100% and it has scratches and dents all over it that might have caused the issue, you will be charged for the replacement at our discretion for the current price of the product in our store. ProSmoke uses the highest quality processes to attach the finish on our product and items such as scratched or chipped product caused by mishandling is not covered by our warranty. You ARE able to refill the cartridges, but if this is the cause for battery or atomizer damage, this will void your warranty coverage. Exchanges as a whole or for a single component are limited to 3 maximum.
The ProSmoke Warranty can only be used within 90 days of your last Cartridge purchase. This ensures only ProSmoke products and accessories, specifically cartridges, were in use when any warranty issues may have arisen and no 3rd party product, such as e-liquid, was the cause of the product issues. As long as you have purchased cartridge products from us within the last 90-days, you may make full use of your 1 year warranty. Consumable items such as cartridges and atomizers that are within 30 days from purchase, but have not have a cartridge purchase within 90 days of the claim will be honored as Test and Exchanges, which require the component to be returned first for inspection and replacement if covered under warranty. Please feel free to check our great FAQ for answers on atomizer and cartridge life.
All warranty issues for products purchased through distributors and independent resellers are the responsibility of that party and not handled directly through ProSmoke. We directly handle warranty issues of direct customers and direct distributors that purchase directly from us or the website.
30 Day Guarantee
So much hard work and research has gone into developing ProSmoke products and making us the company that we are today. We are so confident that you'll love our product, we are giving you 30 days from the date of your purchase to return your starter kit cigarette components (This includes ONLY hardware: Atomizer, Batteries, Charger, Packaging and accessories) for a refund per the following terms and conditions: If your unit is not functioning properly we will ensure it is fixed with troubleshooting from our Support Department or replaced as necessary. If you opt for a refund, all RMA's are subject to our return policies and must be returned in the original packaging with all accessories, in new condition, with documentation and a copy of original packing slip or RMA authorization sheet.
Due to our high manufacturing certifications, the Sanitary Food Transportation and Manufacturing Laws (All of our cartridges are made with Vegetable Glycerin), all cartridge sales, including cartridges in starter kits, either used or unused are final, non-refundable and not included in the 30 day guarantee and will be deducted from the refund at the current value individual cartridge pack prices in our store at the time of purchase. If requesting a return for an order that only contains cartridges, the package must not be opened or it will not be eligible for return due to the requirements of the same Sanitary and Manufacturing Regulations.
The 30 day Guarantee is only applicable to purchases that include complete Starter Kits and not individual component orders, disposable e-cigarettes or distributor orders. We will assess additional charges for damaged product, marked or stickered product, missing packaging or similar, based on the discretion of our Returns Department (equal to but no great than the cost of the goods in our on-line store). As required by our manufacturing and sanitary health certifications, cartridges, either used or unused, are never eligible return, except in cases where we determine the hardware to be defective or unusable. Restocking fees are applicable for non 30 day Guarantee purchases. Customer are responsible for any postage related shipping costs required for all returns. If you are unable to obtain domestic postage and need to have a return label provided, we can provide this as a cost deducted from the value of your refund.
Warranty Claim Submission Process
By requesting RMA equipment, you agree that all replacement product is still subject to the terms and conditions of this site and are responsible for returning defective equipment in the agreed time period. To request a Return Merchandise Authorization, you must contact support first, then later fill our on-line RMA (Return Merchandise Authorization) form provided by customer support. Only requests through this system with a customer support ticket will be considered valid RMA's. Customers are limited to 3 RMA's per purchase or as decided by the discretion of ProSmoke.
Once authorized, please use only USPS shipping with tracking and include the provided RMA form with your return package. Please keep the RMA number and reference it when checking the status of the return in the MY ACCOUNT section of the website. ProSmoke is not responsible for lost, damaged or incomplete returns and unauthorized returns and will not be accepted by the Post Office or delivered to our facilities. All approved non 30-day Guarantee returns are subject to a twenty percent restocking fee and are still processed in accordance with our standard return policy if approved by customer service.
Shipping costs for all approved 30 day exchanges are paid by ProSmoke. For any returns, customers are responsible for all related shipping costs but please note, customers are typically responsible for exchange shipping costs beyond 30 days from the purchase date, for international orders, or those deemed necessary by customer support, but replacement merchandise if deemed defective typically includes extra cartridges to compensate you for any extra costs. If replacement merchandise is sent by us before receiving the defective/problematic components, ProSmoke will only AUTHORIZE a placement charge for the value of replacements. This is NOT AN ACTUAL charge and will only become one if we do not receive the defective merchandise within 10 days of your receiving your replacement merchandise. All clients are responsible for the cost of replacement product & shipping if the originals are not returned.
After arrival, both Returns and Test Exchanges go through the inspection, testing, and replacement/refund process in approximately 10 days from its arrival to our facilities. Most RMA's process quicker, however things like holidays, order size, unique product issues, weather, or the work load of our Engineering, Warranty and Quality Control Departments can cause slight delays beyond our normal processing times. RMA status updates are emailed automatically to you when any update or status change has been made. You can also view the status of your RMA at any time in the MY ACCOUNT section of the website or by contacting us through the help desk.
Disposable Electronic Cigarettes
As required by our Sanitary Health regulations for manufacturing, disposable electronic cigarette products purchased in-store will only hold warranty as expressed by that establishment and not ProSmoke. Disposable products purchased from our store online hold no warranty and are purchased as-is with no implied or express warranty and not eligible for Return since they, like cartridges, are considered consumable items and cannot be returned, opened or unopened, once in the hands of a customer. This is required by Sanitary Health regulations for manufacturing and also gives you the peace of mind to know you will never receive a product that is refurbished, used, or been in another customer’s hands or mouth!
Other aspects of ProSmoke's regular Warranty, Terms & Conditions of usage, Disclaimers, and Liability of Usage all still apply to Disposable products.
Returns without Authorization
All returns require authorization to be returned from the ProSmoke staff. This can be obtained through the RMA process facilitated by the online help desk. Any items returned without prior approval run the risk of being returned to you automatically since they will not be forwarded to the proper geographic office to be processed. ProSmoke will do its best to still process the return for eligible customers, however any items returned without prior approval that do get processed are subject to standard return policies and a 40% restocking fee (Standard 20% restocking fee and an additional 20% fee for the additional processing required to reship the items to the correct warehouse, enter the return in the system and process it accordingly).
All users who purchase any ProSmoke product agree to the warranty and Terms and Conditions set forth on this website. These Terms and Conditions are subject to change without notice. From time to time in our sole discretion, we will notify you of important changes of these Terms and Conditions if applicable. Updated Terms and Conditions, including warranty information, can be requested any time by contacting customer service.
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