Refund and Returns Policy

1. Warranty Period

  • For Customers: The warranty period lasts for seven (7) days from the date of purchase.

2. List of Defects

Please review the defect criteria below. The table outlines various issues, their descriptions, and whether they qualify for an exchange:

a. Non-Functioning Device

  • Issue: No smoke output and no LED display
  • Description: The device produces neither smoke nor shows any LED indication, suggesting a dead battery.
  • Eligible for Exchange: Yes

b. Short Circuit Indicator

  • Issue: No smoke output, with the battery indicator LED blinking twice
  • Description: The absence of smoke accompanied by a double-blink from the LED indicates a short-circuit condition.
  • Eligible for Exchange: Yes

c. Open Circuit Indicator

  • Issue: No smoke output, with the battery indicator LED blinking four times
  • Description: The device fails to produce smoke and shows four LED flashes, which signals an open-circuit defect.
  • Eligible for Exchange: Yes

d. Charging Issue – No Charging

  • Issue: The device does not charge; no indicator lights up
  • Description: When connected to a proper charger, the screen remains dark, indicating a defect in the charging function.
  • Eligible for Exchange: Yes

e. Charging Failure

  • Issue: Incomplete charging
  • Description: If the device is partially charged and, after 10 minutes on a charger, the screen lights but the battery indicator does not increase, it reflects a charging failure.
  • Eligible for Exchange: Yes

f. Taste Issue – Burning Taste

  • Issue: Strong burning taste
  • Description: When the liquid indicator shows above 10%, an obvious burning taste is detected, which signifies a defective product.
  • Eligible for Exchange: Yes

g. Taste Issue – Burning Taste with Low Liquid

  • Issue: Slight burning taste with low liquid
  • Description: If the liquid level falls below 10% and a mild burning taste is experienced, this is due to nearly finished liquid and is not considered a defect.
  • Eligible for Exchange: No

h. Taste Issue – Serious Bitter Taste

  • Issue: Pronounced bitter taste on initial puffs
  • Description: For a new device, if after approximately 10 puffs each inhalation carries a strong bitter taste, the device is deemed defective.
  • Eligible for Exchange: Yes

i. Leaking Issue – Candy Bag

  • Issue: Significant leakage inside the candy bag
  • Description: If opening the candy bag reveals an excessive amount of liquid, the product is leaking.
  • Eligible for Exchange: Yes

j. Leaking Issue – Device Internal Leakage

  • Issue: Considerable leakage from the device
  • Description: When the liquid indicator is above 10% and a large amount of liquid escapes or is visible inside the casing, the device is defective.
  • Eligible for Exchange: Yes

k. Leaking Issue – Minor Leakage

  • Issue: Slight liquid marks or condensation
  • Description: Minimal liquid traces or condensation inside the device do not render it defective and the product remains usable.
  • Eligible for Exchange: No

l. Auto-Firing Issue

  • Issue: Unintended auto-firing without “LO” indication
  • Description: If the device fires automatically and the liquid indicator does not show “LO,” it is considered defective.
  • Eligible for Exchange: Yes

m. Auto-Firing with Exhausted Liquid

  • Issue: Auto-firing when “LO” is displayed
  • Description: When the indicator shows “LO,” indicating that the liquid is nearly depleted, auto-firing is expected and not defective.
  • Eligible for Exchange: No

n. Puff Count Issue – New Product

  • Issue: Inadequate puff count on a new device
  • Description: If a recently purchased device (with a 100% liquid indicator and unopened candy bag) does not deliver the expected puff count, it is defective.
  • Eligible for Exchange: Yes

o. Puff Count Issue – Used Product

  • Issue: Low puff count on a used device
  • Description: If the device has been used for some time and the liquid level is reduced, a lower puff count is expected and not considered a defect.
  • Eligible for Exchange: No

(Refer to Table 1 for a complete overview.)

3. Warranty Registration

All customers must complete an online warranty form immediately after purchase. Failure to register will render the product ineligible for any exchange warranty. Alternatively you can email sales@nastyvapesa.co.za with your order number to register the device for warranty

4. Exchange Process

  • Timeframe: If a product is found to be defective within the specified warranty period, Once the defect is verified, NastyVapeSA will arrange for an exchange or replacement of the same product within the agreed timeframe (X days/hours).
  • Proof of Purchase: Always retain your receipt or order confirmation, as it is required for processing warranty claims or exchanges.
  • Replacement Procedure: The Warranty Hub may replace the defective product by providing a new unit from the exchange stock supplied by NastyVapeSA. Subsequently, the Warranty Hub will either return the defective product to NastyVapeSA or arrange for its proper disposal under the supervision of an authorized representative.

5. Exclusions

The warranty applies only to the products listed above. Any damage resulting from improper use, unauthorized modifications, or negligence is not covered. In such cases, NastyVapeSA is not obligated to replace the product.

7. Proof of Shipment & Final Documentation

For every exchange stock shipment collected from NastyVapeSA’s warehouse, the Warranty Hub must provide a complete stock list as evidence. This documentation must be submitted prior to the shipment date.

This policy is designed to ensure that any defective products are handled swiftly and efficiently while maintaining clear guidelines for exchanges and warranty claims. If you have any questions or need further assistance, please contact our support team.

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