Warranty and Guarantees
WARRANTY INFORMATION
TVape Hassle-Free Warranty
Our Hassle-Free Warranty means we handle your claim directly with you, via video — no manufacturer back-and-forth, no waiting. In most cases, there's no need to send your device back to us. Please see the full details below.
Products eligible for Hassle-Free Warranty are marked with a badge on the product page, right underneath "Add to Cart" — check there to confirm eligibility before you buy.
We aim to simplify the warranty process for most claims:
- In most cases, there's no need to return your device — simply submit a video showing the defect.
- If video proof isn't possible, or the defect can't be clearly shown via video, we may ask you to send the product to our warehouse for evaluation.
- Once we receive your device, please allow up to 15 business days for processing and resolution.
- Return shipping is the customer's responsibility, unless the product is confirmed to be dead on arrival (DOA). In such cases, we will either provide a prepaid return shipping label or reimburse the return shipping cost, up to a maximum of $15, at our discretion.
- We do not accept C.O.D. (Cash on Delivery) packages or cover customs fees.
- Warranty coverage applies only to the original purchaser and requires proof of purchase.
TVape Store Warranty
We offer the TVape Store Warranty for certain brands within the warranty period specified on our product pages. With this warranty, we still handle your claim directly with us — but due to requirements set by the manufacturer, we require the device to be sent back to us from the start of the process.
Products covered under our Store Warranty are marked with this badge on the product page, right underneath "Add to Cart."
- If a defect is identified, we will ask you to return the product for testing.
- Return shipping is the customer's responsibility, unless the product is confirmed to be dead on arrival (DOA). In such cases, we will either provide a prepaid return shipping label or reimburse the return shipping cost, up to a maximum of $15, at our discretion.
- After we receive the device, please allow up to 15 business days for us to process the claim and provide a resolution.
- We do not accept C.O.D. (Cash on Delivery) packages or cover customs fees.
- Warranty coverage applies only to the original purchaser and requires proof of purchase.
Manufacturer Warranty
The Manufacturer's Warranty ensures your product meets the quality and performance standards set by the manufacturer, within the period outlined in their warranty guidelines — often detailed in your product manual.
This warranty is implemented and managed directly by the manufacturer, and the terms are outside TVape's control. That said, we're happy to help, whether that's troubleshooting, providing documents like your invoice, or guiding you through the submission process. If you're unsure of the warranty guidelines for your product, check the instruction manual included with your device, or reach out to us and we'll point you in the right direction.
Final warranty decisions made by the manufacturer are outside TVape's control.
Products covered under Manufacturer Warranty are marked with this badge on the product page, right underneath "Add to Cart."
Wear and Tear Items Coverage
Wear and tear items are parts that naturally degrade over time with regular use, leading to reduced functionality or performance. These include batteries, glass parts, bubblers, rubber O-rings, pods, cartridges, coils, tanks, nails, atomizers, mouthpieces, whip attachments, power cables, USB cables, rubber parts, rolling papers, fillable cones, plastic grinders, balloons, wicks, candles, butane lighters, humidity packs, and sliding doors. These items are covered only under our Dead on Arrival (DOA) Warranty — please check your instruction manual for the complete list of parts considered wear and tear.
If you notice a defect or issue with one of these items, just let us know within 7 days of receiving your order and we'll take care of it.
After this window, these items are considered normal wear and tear and are no longer eligible for replacement.
What's Not Covered?
We do our best to ensure your product performs as expected, but certain conditions fall outside our warranty:
- Normal wear and tear, or battery degradation over time (refer to your device's manual for battery warranty details)
- Water damage, improper cleaning, misuse, or lost parts due to user error
- Modified or dismantled products, accidental damage, cosmetic damage or damage caused by unauthorized repairs
- Devices purchased from third-party platforms like Kijiji, Craigslist, or other unauthorized retailers
- Products returned with herb, concentrate, liquid residue, or other contaminants may be refused for hygiene reasons or cleaned at the customer's expense.
- Products with removed or altered serial numbers are not covered.
How to File a Warranty Claim
Filing a claim is easy — just click "Having an Issue with Your Order?" at the bottom of this page, or email us at cs@tvape.com. To help us move things along quickly, please include your proof of purchase, device serial number, and a short description of the issue.
Please note: return shipping costs are the customer's responsibility, and we're not able to take responsibility for packages lost or damaged in transit when shipped using your own means.
This warranty is provided in addition to any rights you may have under applicable consumer protection laws and does not limit those rights.
TVape reserves the right, at its sole discretion, to repair, replace, issue store credit, or provide a refund as the appropriate resolution for any approved warranty claim.