Guarantee & return
Hoohoom respects your order rights. As much as we would like to satisfy our customers, below terms regarding product warranty is set to avoid unnecessary disputes.
1. Order cancellation and refund
All sales are final. No refund will be issued once an order is paid, unless the refund claim is resulted from our errors. In such case, the refund will be issued to your payment gateway or as Hoohoom store credit per your desire in 5 working days. Once an order is shipped, no refund or exchange will be issued. P.S: Faster refund processing time is one of the benefits high-rank customers enjoy. For more details, please see our member rank policy.
2. Warranty coverage
Product warranty is classified into two types, D.O.A ((Damaged On Arrival)) and periodic warranty. Our warranty coverage is as below:
(1)Quality control: HooHoom is responsible to confirm all goods are in good quality before shipping.
(2)Shipping: HooHoom is responsible to keep each order in well-packed before shipping.
(3)Replacement policy:
* If a defective product is caused by HooHoom, the product unit will be replaced in your next order at same amount.
* And please help to provide us a video or photo proof within the warranty deadline.
* Warranty deadline: 2 months after shipping.
If one of below conditions matches, the warranty is voided:
(1)The item has been modified
(2)Abuse or misuse, including but not solely limited to the failure to use this product for its normal purposes or in accordance with the manufacturer's instructions on usage and maintenance.
(3)Accidents, Acts of God, lightning, water, fire, public disturbances, or any causes beyond the control of the sellers.
(4)Normal wear and tear
3. Returns and Procedure
(1) D.O.A(Damaged On Arrival). In this case, please contact us as soon as possible. Then we will proceed to confirm the issue and arrange replacement in a timely manner. Replacement will be shipped with your next order usually.
(2) Wrong or Missing items. If the order is shorted or wrong items are received, please contact us within 48 hours after receiving the package. Delivery time is based on the time stamp on the tracking site. After receiving your claim, our support staff will confirm the issue with you and process reshipment, which will be shipped with your next order usually.
(3) Time warranty. Our default product warranty is different from various brands and the specific time of each brand can be check in the following item 5, but atomizers, cartomizers and their accessories are not included for the warranty. According to different warranty time, your claim must be reported to us within the relevant warranty time after shipment. After receiving your claim, our support staff will help to confirm and arrange replacement, which will be shipped with your next order usually.
(4) You must obtain a Return Merchandise Authorization Number and Return Address from us before returning any items. We are unable to accept unauthorized returns, so please be sure to contact our Customer Service Department prior to return any items to us. After providing a RMA to you, we will send you return instructions.
4. Return Items Statement
(1) Only the kit body will be reissued if the body of the kit has been damaged;
(2) Only the battery will be reissued if the battery of the kit has been damaged;
(3) Only the atomizer will be reissued if the atomizer of the kit has been damaged;
(4) Only the glass case will be reissued if the glass case of the atomizer of the kit has been damaged;
(5) All the damaged items require the box as well as the series number so you have to retain them carefully.
5. Warranty
As you can see, all brands come with limited warranty time. So if there is any defective item, please contact us in time. The warranty policy is subject to change without prior notice. Problem verification---Material required for warranty, product serial number. It is written on retail box, so whatever records the S/N number. Kanger also needs the security number. b. Proof for the defect. Photo or video, whatever is appropriate. About how to make a valid video, here is an example:
Important notices: The same rule applies to the problem of battery mod can't be charged and so on. The key is to remember to test the assistant tool(atomizer in above case) is working first.
One thing to remember: for the same problem, you can make them in one video, but different brands shall be separated. Please kindly contact us ASAP when you have defective products so we can help you earlier. Thank you.