Vuse Vape Warranty | e Cigarettes | Vuse NZ
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Our Warranty

1. When did we last update our Warranty?
June 2021

2. About our Warranty
This warranty (our Warranty) outlines the warranty that British American Tobacco (New Zealand) Limited (BATNZ, we, our, or us) provides on all Vuse devices and chargers. We provide this because:

(a) we are sure that you will love your Vuse devices and chargers; and
(b) we believe that you should have confidence in your vaping experience.


3. How can you contact us?
If you have any questions about our Warranty, or you would like to make a claim under our Warranty, you can contact us by:

(a) writing to us at: British American Tobacco (New Zealand) Limited, P.O. Box 2618, Auckland 1010, New Zealand
(b) emailing us at: info.nz@vuse.com (if you are in New Zealand) or info.au@vuse.com (if you are in Australia)
(c) calling us on: 0800 897 369 (if you are calling from within New Zealand) or 1 800 413 805 (if you are calling from Australia)


4. What is covered by our Warranty?
4.1. Our Warranty:

(a) covers all new Vuse devices and chargers (this means that, if your device or charger stops working properly, even when that is a result of accidental damage, we’ll replace it free of charge); and
(b) is in addition to, and does not limit, any additional rights you may have under consumer law, including the Consumer Guarantees Act 1993.

4.2. You should refer to our: 

(a) Satisfaction Guarantee if you have purchased a Vuse device from either vuse.co.nz or vuse.com.au, tried that device for fourteen (14) days, and decided that you are not 100% satisfied with it; or
(b) Refund Policy if you believe that you have purchased a damaged or defective product or received the wrong product.


5. What conditions apply to our Warranty?
5.1. To be covered by our Warranty:

(a) your device or charger must have been purchased in New Zealand or from either vuse.co.nz or vuse.com.au; and
(b) your device or charger must have stopped working within twelve (12) months of purchase.

5.2. Our Warranty does not apply to:

(a) does not apply to Vuse e-liquids (including cartridges) or any other Vuse products, such as Vuse Skins; and
(b) does not apply to commercial customers or businesses, including retailers and wholesalers.


6. How do you make a Warranty claim?
Please contact us if you think there is an issue with your device or charger and would like to make a claim under our Warranty.

7. What information will you be asked to provide?

7.1. When you contact us, you will need to give us:

(a) a description of the issue with your device or charger;
(b) details on when and where you purchased your device or charger; and
(c) the product batch or serial number (on the ePen, this is where the cartridge slots in and begins with the letter ‘H’; on the ePod, this is on the bottom of the device and starts with the letter 'G').

7.2. Once we get this information, we:

(a) may ask you to return the product to us in its original packaging (we will let you know how to do this free of charge); and
(b) reserve the right to inspect the product to determine whether we consider our Warranty applies.

7.3. We will not be liable for any products that you return to us that we never receive or that are delayed or damaged in transit.

8. What will we do once we have received this information and, if applicable, assessed your product?
Once we have received and have assessed your product, if we agree that the product you have received is covered by our Warranty, we will either replace the product or provide you with a refund.