We are sorry if you are experiencing issues with any of your products. To ensure above and beyond satisfaction for our customers, we provide a 1 Year Limited Warranty that includes up to two hassle free replacements. Please give us call at 1-866-516-1779 or email firstname.lastname@example.org and any of our knowledgeable customer representatives will be able to help you with troubleshooting and replacements.
UTVG 1 Year Warranty:
Two hassle free replacements are available per unit purchased from our website within 1 year from original date of purchase.
NOTE: Refill Cartridges, Flavor Vapes Disposable Electronic Cigarettes and Vape Master Disposable Cigars are excluded from the 1 Year Warranty due to the fact that they are consumable products.
If you purchased a malfunctioning product from a retail location, you must mail the unit to our main office with a receipt of purchase.
Third replacements are granted within the 1 Year Warranty but requires an upfront $6.95 process and handling fee and the unit must be mailed to our office first.
NOTE: We recommend using a tracking service for your package as we are not responsible for any undelivered packages
NOTE: Please allow 1-3 business days for the received unit to be tested, repaired or replaced as necessary.
If we receive a dirty battery, there is a $5.00 cleaning and testing fee per battery that will be billed to the account.
Free USPS standard shipping method is used for on all replacements.
NOTE: You can choose to pay for expedited shipping.
Please keep in mind that our 1 year warranty is for manufacturing defects only; UTVG guarantees that our electronic cigarette products are free from manufacturing defects under normal use.
Warranty applies to the products under normal use and does not cover the following:
- Modification or altering of any products by anyone other than UTVG.
- Any use of the product other that what it is intended for.
- Use of UTVG products in conjunction with other products.
- Products that have not been properly cleaned and maintained.
Please contact the Customer Service department at 1-866-516-1779 or email email@example.com for assistance with troubleshooting and replacements if necessary.
PLEASE SEE CLEANING METHOD BELOW BEFORE CONTACTING CUSTOMER SERVICE
Contact customer service at 1-866-516-1779 or email firstname.lastname@example.org to inquire about a malfunctioning product.
Upon contact, customer service will ship you a replacement product.
NOTE: For inventory purposes there are no product substitutions.
If the actual product cannot be replaced due to unavailability, a comparable replacement product of equal value will be given.
A pre-paid return shipping label will be included in your package for the malfunctioning unit. Failure to return the malfunctioning unit within 30 days of the replacement date will result in a fee equivalent to the retail price of the replacement product.
If you do not use our prepaid label, we recommend when returning or mailing in any products to use a mail carrier with tracking services, as we are not responsible for any undelivered packages and will not refund or give credit for products we do not receive.
If you are experiencing problems with your Premium Vapes products, please attempt the cleaning process before contacting our customer service department for a replacement. For cleaning instructions please go to FAQ: Cleaning Method or request cleaning instructions via email at support@utvgcom.
UTVG will send the warranted replacement product to you. International customers will have 60 days to return items to our office. For our International Customers, we are unable to send a pre-paid return shipping label; therefore, our International Customers will be responsible for shipping and returning the original malfunctioning product. We highly recommend getting tracking for your package as we are not responsible for any undelivered packages and will not refund or give credit for products we do not receive. We will refund our International Customers up to $15.00 USD for their shipping cost with receipt.
All return requests are subject to UTVG judgment; we reserve the right to refuse immediate replacements. All returns are subject to our right to refuse any request that does not meet these requirements. All warranty and policies are subject to change at any time.
Customer Service: 1-866-516-1779
1005 Union Center Drive Ste F
Alpharetta, GA 30004