Returns And Warranty

Returns and Warranty Policy applies to wetflameecigs.com sales only!! If you purchased our product in a store or other website please refer to their return policy and procedure.

We are committed to serving the needs of our customers. As your satisfaction is extremely important to us, please first carefully review the below outlined information, and then contact our Customer Support Department based on these instructions so that we may promptly address your needs.

One Year Limited Warranty Policy

WetFlame warrants only to the original purchaser of this product from this website, an authorized reseller, or distributor that this product will be free from defects in material and workmanship under normal use and service for One Year after date of purchase. This warranty does not cover any defects or costs caused by:

Modification, alteration, repair or service of this product by any persons or company other than WetFlame.Physical abuse to or misuse of the product or operation thereof in a manner inconsistent with the use indicated in the instructions.Any use of the product other than that for which it was intended. Use of WetFlame devices with other manufacturers' chargers, batteries or cartridges

Any express warranty not provided herein, and any remedy which other than the warranty contained herein that might arise by inference or operation of law, is hereby excluded and disclaimed including the implied warranties of merchantability and of the fitness for a particular purpose.

Due to the strict health regulations for the protection of our customers, opened WetFlame starter kit cartridges and/or other cartridges have been opened, they cannot be returned for a refund since we cannot re-distribute such opened product to other customers. The cost of these cartridges may be deducted from the refund. Replacement or repair of product, other than cartridges, is therefore your exclusive remedy under this warranty.

Warranty Limitations

All of our electronic products are covered under our 1-year limited warranty with the following limitations:

Atomizers and Cartomizers: Due to the nature of these products and limited life expectancy of atomizers and cartomizers, we offer no warranty on these items.
Batteries, Chargers, and Charging Packs: Our limited warranty covers only those defects that arise as a result of being dead on arrival (DOA) only and does not cover any other problems that may occur, including those that arise as a result of: (i) improper use, maintenance, or modification; (ii) parts or supplies not provided or supported by WetFlame; (iii) operation outside the product’s specifications; or (iv) unauthorized modification or misuse. BATTERY FAILURE DUE TO FLOODING OR NORMAL USE / DETERIORATION IS NOT COVERED UNDER OUR WARRANTY.
E-Liquid: Due to the consumption nature of these products E-Liquids are not covered under our warranty and are provided as-is.
Other Accessories: Our limited warranty covers only those defects that arise as a result of being dead on arrival (DOA) only and does not cover any other problems that may occur, including those that arise as a result of: (i) improper use, maintenance, or modification; (ii) parts or supplies not provided or supported by WetFlame; (iii) operation outside the product’s specifications; or (iv) unauthorized modification or misuse. (i.e. you carrying case arrives and clasp is not locking before first use)
Items lost in shipping: Once an item is shipped and a tracking number provided, WetFlame is not responsible for receipt of the package. Please see our shipping page for more information.

30-Day Limited Return Policy

Due to the fact that our product is a consumable and can not be repackaged or resold like most other electronic devices, we do not offer a full money back guarantee. This is the same for many consumable products in the world like food or to be more relevant "hookah tobacco" is a good product to compare to. We only provide a FULL refund to any unopened/unused products less shipping and taxes.

Customer satisfaction is our top priority and to ensure that you are 100% satisfied with your product, we do offer a limited warranty against any and all manufacturing defects as stipulated above under the warranty section. If you feel that you have received a defective item and would like to initiate a return under the terms of our warranty plan or start a partial return for unused products. Please refer to the below procedure on how to do this.

If after receiving your package and the item has been deemed eligible for replacement under our warranty/return program, our customer service team will send you a printable prepaid return postage. An RMA email must also be completed and returned with your defective item. The RMA email details can be found below. Upon receipt of the defective item, our team will inspect and test the item to ensure it falls under our warranty/return replacement guidelines, will communicate the status of said RMA through the email system that is tied to your account, and will initiate the replacement of the item.

We reserve the right to refuse replacement if we find that the item does not meet the guidlines of our warranty/return replacement program as outlined above. If an item is refused replacement it will be returned to you along with an explanation as to why the item was refused. All refused items and/or approved replacements will be given a tracking number which will be communicated through the ticket system to you so that you are aware of the status of your RMA item(s).

Subject to the above warranty, in the event that your WetFlame device fails to operate satisfactorily, please simply follow these 3 easy steps:

Return Instructions for Warranty and Refunds

1. Email our Customer Support Department support@wetflameecigs.com in order to receive an approved, Return Merchandise Authorization number (RMA#). Please label your email subject line, "Request for Return Authorization Number." In the body of your email, please include your:

a. Full contact information, including your first and last name and/or company name,

b. Order number,

c. Purchase date,

d. Telephone number,

e. Email address,

f. Shipping address

g. The reason for the return, providing a detailed explanation of the difficulty you are experiencing with the device and/or any of its components.

All of these items are required for processing your request.

2. Within 48 business hours of our receipt of your email, our Customer Support Department will review the information you have provided, and email you back with a Return Authorization Number (RMA#). Please do not send any product to us unless and until you have received your RMA#. Once you have received your RMA#, please securely package your starter kit and/or components, and include within your package a copy of the email from our Customer Support Department indicating your RMA# and your original dated purchase receipt. If you are experiencing an issue with a product component only that you wish to have replaced, please do not send us your entire starter kit.

3. Mail any product returns to the address included with your Return Merchandise Authorization number (RMA#):

4. Once our Customer Support Department has received the product you have returned, we will then send you a confirmation email indicating our receipt of same, and our email to you will include an estimated time of delivery of your replacement Wetflame product and/or components or the date we will process your refund if one is being requested.

Please note that only original condition and unopened packages are entitled to a refund if purchased from the wetflameecigs.com website, less shipping and handling fees incurred if any, provided that a request for refund is made to our Customer Support Department, along with shipment of product to the above indicated address within 30 days from your purchase date.

Should you have any questions regarding our Product Return Policy, you may email our Customer Support Department at support@wetflameecigs.com. Most emails are responded to within only a few hours but can take up to 48 business hours.