Warranty Policy

 

At LOST MARY, we're dedicated to offering premium e-cigarette products that align with our customers' expectations. But in rare instances, our products may fail to perform as expected due to circumstances beyond our control.

We understand the importance of ensuring customer satisfaction and offering reliable warranty coverage. Please read the following warranty policy for our products.

1. Disposable Vapes (Devices):

*   Warranty Period: We offer a warranty of 12 months from the date of manufacture.

*   Coverage: If your disposable vape device experiences any manufacturing defects or malfunctions within the warranty period, we will provide a replacement free of charge. 

2. Pod System (Devices, Pods):

*   Warranty Period: We offer a warranty of 12 months from the date of delivery or original retail purchase.

*   Coverage: If your pod system device encounters any manufacturing defects or malfunctions within the warranty period, we will provide a replacement free of charge. 

3. Accessories (Chargers, Cables, etc.):

 *   Warranty Period: Not applicable, after-sales only in case of problems found on the receipt of goods

4. Consumables (e-liquid):

*   Warranty: Not applicable. Warranty claims related to e-liquid will only be accepted if problems are found upon receipt of goods. 

 

Additional Information:

# The warranty policy only includes the option of replacement.

# Please note that taste degradation after six months from the date of manufacturing and complete e-liquid consumption are not considered product quality issues.

# Puff shortage: The puff shortage issue may vary among individuals, as it can be influenced by factors such as power level, draw resistance, battery performance, ambient weather and surrounding temperature. Our laboratory data is based on a puff per second. Take longer puffs of 3-4 seconds or more may cause insufficient vapor production. Please note that puff shortage is not considered a product malfunction covered by the warranty.

# Model of replacement: For warranty claims, we will provide a replacement of the same model, in cases the same model is out of stock, the customer reserves the right to choose LOST MARY other models of equal value.

# Flavors during after-sales: Customers have the right to choose their preferred flavors during the after-sales process. However, if the specified flavor is out of stock, we will select random flavors as replacements.

# Availability of after-sales service: After-sales service will only be available in the original country of purchase.

# Warranty coverage is non-transferable and only applicable to products purchased directly from [LOST MARY] or authorized retailers.

This limited warranty specifically excludes the following:

    1. Damage or costs resulting from modifications, alterations, repairs, or services performed by individuals or companies other than LOST MARY.
    2. Damage caused by physical abuse or misuse of the product, including improper operation contrary to the provided product instructions.
    3. Consumable parts, including e-liquid, are not covered under this warranty.
    4. Damage caused by unpredictable natural disasters such as floods, fires, earthquakes, or any other external forces beyond our control.
    5. Damage caused by moisture, including liquids such as water, rain, extreme humidity, heavy perspiration, carbonated beverages and more, or any similar environmental conditions such as extreme temperatures, altitude changes, food, dirt, sand, or other substances.
    6. Damage caused by using incompatible products that are not recommended or approved for use with our devices.
    7. Cosmetic damage resulting from normal wear and tear, including scratches, dents, or broken metal or plastic components.
    8. Any device that is not genuine or not purchased from an authorized retailer.
    9. Claims that are not made by the original purchaser or without proper proof of purchase.
    10. Warranty for products that are not claimed within the country of original purchase.
    11. Claims for non-defective products that do not exhibit any manufacturing or performance issues.
    12. Incidents that lack sufficient evidence to support the warranty claim.

 

Please note that this list is not exhaustive and additional limitations and exclusions may apply based on the specific terms and conditions provided with the purchased product.

 

Warranty Procedure

 

To initiate a warranty claim, customers are required to complete the provided Warranty Claim form and submit it with all the necessary information and supporting evidence. Our support team at LOST MARY will review the claim and respond within 2 working days. Please note that during holidays or exceptional circumstances, there may be a slight delay in response time.

Once the claim is confirmed by LOST MARY's support team, a replacement will be arranged free of charge. Please allow up to 5-12 working days for the replacement process. However, please be aware that unforeseen disruptions in the supply chain or other circumstances beyond LOST MARY's control may result in longer processing time.

For the purpose of arranging delivery, LOST MARY and its authorized partners may require customers' names, addresses, and phone numbers. Please be assured that we are committed to minimizing the transfer of personal information and maintaining the strict confidentiality of our user's personal data.

LOST MARY reserves the right to terminate or modify the terms of this limited warranty at its sole discretion and without any prior notice. The latest version will be presented on LOST MARY's official website.