Warranty & Support

Warranty Policy

Something gone wrong with your product? We're here to help with DOA devices and genuine faults reported within 60 minutes of delivery. Approved claims are refunded as store credit on your Vape Outlet account.

What's covered?

Our products are designed to last, but if something is wrong out of the box, we may be able to help. The following issues are typically covered when reported within the warranty window:

Devices that are dead on arrival (DOA).
Your battery does not charge or the device does not switch on.
Your device or pod is leaking on first use.

What's not covered?

The following situations are not covered under our warranty:

Damage caused by misuse, abuse, or neglect.
Damage caused during transportation or handling after you have accepted the parcel from the courier. Please inspect the goods for visible damage before signing off or giving the courier the delivery PIN. We cannot make any damage claims after you have signed off.
We cannot guarantee the life-span or puff count of any disposable device. These are tested and claimed by the manufacturer. For issues regarding this, please contact the manufacturer directly (details are usually on the packaging or available online).
Disposable products and batteries are considered consumables and life-span and durability may vary based on individual use.
Damage caused by any attempt to repair or open the device. Disposables are not meant to be repaired or refilled.
You are not happy with the flavour or the device does not meet your expectations but is in perfect working condition. Every person has a different taste and we cannot guarantee a flavour will be to your liking.

How to make a claim

If you have a problem with a product you've bought from us, please get in touch within 60 minutes of receiving your order.

We measure this by the notification from the courier that the order has been delivered. No claim will be entertained beyond the first 60 minutes due to the nature of these products, so kindly check your order as soon as it arrives.

When submitting a claim, please provide:

A clear video showing the issue. Make sure the issue is visible and include the barcode and serial/batch number on the packaging. Send this to sales@vapeoutlet.co.za or WhatsApp it to 069 352 9522.
Your order number and the email address used to register on the website. This helps us identify the product and the batch number.
Once the issue is verified and approved, we will credit your Vape Outlet account with the amount of the product. This is usually done within 2 hours of approval.
The store credit will be available and automatically applied to your next purchase at checkout.

** Please note that all refunds will be in the form of store credit.

** We do not offer cash refunds or replacement products.

** We do not offer refunds on the cost of delivery.

** No claim will be entertained beyond the first 60 minutes. Kindly check your order as soon as it arrives.