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: 12 months from the date of manufacture.

2. Pod System (PREFILLED):

*   Pod Warranty Period: 12 months from the date of manufacture.

*   Device Warranty Period: 12 months from the date of original retail purchase.

3. Pod System (REFILLABLE):

*   Pod Warranty Period: 6 months from the date of manufacture.

*   Device Warranty Period: 6 months from the date of original retail purchase.

4. Accessories:

*   Cable: Not applicable. After-sales service is only provided in case of problems found upon receipt of goods.

5. Consumables:

         *   E-liquid: Not applicable. After-sales service is only provided in case of problems found upon receipt of goods.

6. Replacement Policy:

*   Within the warranty period, if a product defect is automatically activated under proper and safe use, customers have the right to request a replacement after confirmation from LOST MARY or its authorized partners.

 

Warranty Procedure:

To initiate a warranty claim, customers are required to complete the provided Warranty Claim form with all necessary information and evidence. LOST MARY's support team will follow up and reply within 2 working days. In case of holidays or other special circumstances, there may be a slight delay in response. After confirmation from LOST MARY's support team, a replacement will be arranged for free within 5-12 working days. However, the process may take longer in case of supply chain disruptions or other circumstances beyond LOST MARY's control.

Customers' names, addresses, and phone numbers may be required or shared with LOST MARY's authorized partners for the arrangement of delivery. LOST MARY and its authorized partners are committed to minimizing the transfer of personal information and keeping users' personal information confidential.

Customers shall keep the defective products when making an after-sales service claim with LOST MARY. LOST MARY's support team will check the information and decide whether the defective products should be returned for further analysis.

Please note that the warranty process does not include notifications regarding the device's status or shipment. Customers may contact us for an update if necessary.

LOST MARY reserves the right to terminate or modify the terms of this limited warranty at its sole discretion and without any prior notice.

Additional Information:

· The warranty policy only includes the option of replacement.

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

· Customers can 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.

· After-sales service is only 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.

· Taste degradation after six months from the date of manufacturing and complete consumption of e-liquid are not considered product quality issues.

· Puff shortage is not considered a product defect and may vary among individuals due to factors such as power level, draw resistance, battery performance, ambient      weather, and surrounding temperature.

Exclusions:

· This limited warranty does not cover damage or costs caused by modification, alteration, repair, or service of the product by any persons or companies other than LOST MARY or its authorized partners.

· Damage resulting from physical abuse or misuse of the product, including operation in a manner that is not consistent with product instructions.

· Any consumable parts, including but not limited to batteries and e-liquid.

· Damage caused by floods, fires, earthquakes, or other unpredictable natural disasters.

· Damage caused by moisture (e.g., water, rain, extreme humidity, heavy perspiration, and carbonated beverages) or other environmental conditions (e.g., extreme temperatures, altitude changes, food, dirt, sand, or similar substances).

· Damage caused by using incompatible products.

· Cosmetic damage caused by normal wear and tear, including but not limited to scratches, dents, and broken metal or plastic.

· Any device that is not genuine.

· Claims not made by the original purchaser.

· Products not claimed in the country of original purchase.

· Claims for non-defective products.

· Incidents with insufficient evidence.