Warranty

We apologize if you are experiencing issues with any of your products. Please read the information below for our replacement policy. 

Effective 7/1/2014

Contact:

Please feel free to contact us at 1-866-242-9210 or email store@premiumecig.com and any of our trained and experienced customer service representatives will be able to assist you.

Open Monday-Friday 9-5 EST.

Address:

Premium Vapes
552 Central Drive Suite 101
Virginia Beach, VA 23454

Warranty:

Premium Vapes has a one year warranty for products with manufacturing errors. Manufacturing errors do not include:

Modification or altering of any products by anyone other than Premium Vapes

Any use of the product other that what it is intended for.

Use of Premium Vapes products in conjunction with other products.

Products that have not been properly cleaned and maintained.

NOTE: Refill Cartridges, clearomizers, Flavor Vapes Disposable Electronic Cigarettes, Vape Master Disposable Cigars and Vape Master Refill cartridges are excluded from the Lifetime Warranty as they are consumable products.

How it works:

Each customer has 3 replacements on all Premium Vapes hardware (excluding consumable products).

Your warranty is only valid if you have purchased Premium Vapes refill cartridges, clearomizers and/or eLiquids within 60 days from the date of replacement request.

Your first replacement is hassle-free, no questions asked. Simply call, email or request an RMA from our customer service department.

Replacements 2-3 must be mailed into our office where it will be tested and deemed either faulty or unfaulty.

*Please note, the customer is responsible for the shipping cost for replacements 2-3.

*Please note, most issues can be resolved by simply cleaning your unit. 

If Faulty:

Premium Vapes will issue you a store credit up to $3.00 for the cost of shipping.

Premium Vapes will mail you a new product. If the product is out of stock, you have the choice between store credit or product of equal or lesser value.

If Unfaulty:

The unit will be mailed back to the customer.

*Batteries that are received dirty will not be tested and will be retured back to the customer for cleaning. The customer may choose to send the battery back for a replacement once the battery has been properly cleaned.

NOTE: Please allow 1-3 business days for the received unit to be tested and/or replaced as necessary.

Warranty for Retail Locations:

If you purchased a faulty product from a retail location, you must mail the unit to our main office with a copy of the receipt or proof of purchase. A replacement will be issued for faulty units that are purchased within one year. No exceptions. Please be aware that we are unable to refund your purchase, as your products were not purchased from our online store.

Consumable products/Cartridges Policy:  

Here at Premium Vapes we understand that receiving high quality cartridges is important to you. Typically, our cartridges do not have a high failure rate, and the majority of the time, the issue directly relates to battery issues. Please follow the tips and tricks below before sending in your cartridges for testing.

Tips & Tricks

  1. Please clean your battery – residue build up is the number one cause of faulty batteries, cartridges and chargers.  (Click here for cleaning method).
  2. There is a circle platform in the center of the threading on your battery, sometimes this area can get pressed down. This platform connects the battery to the cartridge and allows the atomizer to heat the liquid to create the vapor. If these areas are not connecting properly it will appear that the cartridge does not vape. Please try using a t-pin or safety pin to leverage the center platform upwards to create a better connection.
  3. If you are having difficulty vaping on the cartridge and your battery is clean, you may have screwed the cartridge on too tight, please try loosening the cartridge slightly to increase airflow.
  4. Storage Tips: Keep cartridges in the foil until they are ready to be used. Please keep both caps on the end when not in use as this will prevent the cartridges from drying out. Also store cartridges in a cool, dark place away from direct sunlight to ensure optimum freshness.
  5. When you receive your cartridges, please look for any possible signs of leaking before opening the pack out of the aluminum. If leaking has occurred, you will see the liquid through the clear packaging. If you receive a pack of leaky cartridges please let us know, send them in without opening them and we will exchange them for you hassle free.

If you are still continuing to experience problems with your cartridges please feel free to send them in to the address below for testing:

Premium E Store LLC

Attn: Order #

552 Central Drive

Suite 101

Virginia Beach, VA 23454 

  1. Cartridges must be received within 30 days of purchase for 10 packs or less, and 60 days for orders of 11 packs or more. 
  2. Any cartridges that are received in poor condition, such as teeth marks, will be returned to you without testing.
  3. All cartridges must have the caps on both ends. Storing the cartridges with both caps prevent the cartridges from drying out.
  4. Testing can take up to 5 business days.
  5. A store credit of $3.00 will be issued towards the shipping costs if the cartridges are found to be faulty.
  6. Cartridges will be replaced for the same flavor and nicotine level only – No substitutions. 
  7. All functioning cartridges will be returned to the customer. 
  8. Please ensure that your name and order number are clearly written on the package so we can locate your account. Please call 1-866-242-9210 Monday – Friday 9am – 5pm EST for your order number, if you are unable to locate it. Any packages received without the order number will be returned to sender.
  9. We are not responsible for any lost packages, if a package has been lost in the mail, we will be unable to replace the lost merchandise. We recommend getting a tracking number for your package so you can track the progress of your package.

 

 Third Party Limited Warranty:
Premium Vapes is a third party vendor for IJOY, Innokin and Kanger Tech products. We stock and store these brand new products in our Virginia Beach, VA warehouse. These are 100% authentic and sealed products, shrink wrapped and ready for vaping! Please refer to shipping section above for our policy and estimated delivery times. Returns are only valid 14 days after the date of order and only for products that are received broken or mis-shipped on our behalf. Customer is responsible for shipping product back to our location. We suggest getting a tracking number, as we are not responsible for damage, lost or stolen merchandise. Upon receiving the product, a refund will be issued 5-7 business days if a replacement is not available.

Return Policy:

At Premium Vapes, we offer a 30-day money back guarantee from the date of purchase on all Premium products. 

Due to strict health standards, we cannot refund or replace any open cartridge packs or disposable products.  You will be responsible for the return shipping cost. Please keep in mind, shipping fees are non-refundable.  

Contact our customer service department at 866-242-9210 or email us at store@premiumecig.com and one of our customer service representatives will gladly assist you.  An RMA Number will be issued and you will need to provide that number on the return package.  Products must be received by our returns department within the 30 day period to be eligible for a refund. Please allow 1-2 weeks for processing refunds to reflect once we receive the products.

All return requests are subject to Premium Vapes judgment; we reserve the right to refuse immediate replacements. All returns are subject to our right to refuse any request that does not meet these requirements. All warranty and policies are subject to change at any time.

NOTE: Please mail all units in a secure bubble package as we are not responsible for any lost, damaged or undelivered packages. We will not process any packages received in damaged paper envelopes. Also, we recommend using a tracking service for your package.

 

International Return/Replacement Policy:

At PremiumEstore LLC, we stand behind the high quality of our products and if you are not completely satisfied with a product, we offer a 60-day money back guarantee from the date of purchase on all products.  Due to strict health standards, we cannot refund or replace any open cartridge packs or disposable products.  You will be responsible for the return shipping cost. Please keep in mind, shipping fees are non-refundable. 

Premium Vapes will send the first warranted replacement product to you.  For any remaining replacements thereafter, you will need to mail your units in for replacements. You will be responsible for the shipping costs however, if the units are deemed faulty, we will issue a store credit up to $15.00 USD for your shipping cost.

All return requests are subject to Premium Vapes judgment; we reserve the right to refuse immediate replacements. All returns are subject to our right to refuse any request that does not meet these requirements. All warranty and policies are subject to change at any time.

Contact Information:

Customer Service: 1-866-242-9210