Our Warranty – Vuse NZ
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Our Warranty

1. When did we last update our Warranty?
January 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 ePod or ePen device; 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 this Warranty, or you would like to make a claim under this Warranty, you can contact us by:

(a) writing to us at British American Tobacco (New Zealand) Limited
P.O. Box 2618
Auckland 1010
(b) emailing us at info.nz@vuse.com
(c) calling us on: 0800 897 369


4. What is covered by our Warranty?
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.


5. What conditions apply to our Warranty?
To be covered by our Warranty, your device or charger must:

(a) have been purchased in New Zealand; and
(b) have stopped working within 12-months of its purchase.


6. What is not covered by our Warranty?
Our Warranty does not cover:

(a) Vuse e-liquids (including cartridges); or
(b) warranty claims by retailers or wholesalers.


7. How do you make a Warranty claim?
If you think there is an issue with your device or charger and would like to make a Warranty claim, please contact us.

8. What information will you be asked to provide?
When you contact us, you will need to give us:

(a) a description of the issue or details on why you are not completely satisfied with your Vuse ePod or ePen device;
(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').

Once we get this information, we will also ask you to return your device or charger to us (we will let you know how to do this free of charge).

9. What will we do once we have received and assessed your product?
Once we have received and have assessed your product, we will either replace the product or provide you with a refund.