Warranty
90 days,
no arguing.
Hardware faults are covered for 90 days from delivery. Consumables are not. This page is the exact line between the two, and how to claim without a long email thread.
At a glance
The short version
Covered
What the warranty covers
Every HAMCL device carries a 90-day limited warranty from the delivery date, covering hardware faults that are ours to own. Consumables are not covered — pods, coils and e-liquid are used up by design.
Port dead with a known-good cable, or the device only charges when held at an angle.
Button presses do nothing, or the device cuts out mid-puff.
Fires without a draw. Stop using it and report it the same day — this one is urgent.
A pod well that leaks with a correctly seated pod, from the first fill.
Dead segments, flickering screen, or a battery readout that never moves.
Airflow closed off from new, before you touched the adjustment ring.
Warranty checker
Check your window
The clock starts on the delivery date, not the order date. Put that date in and we will do the arithmetic — nothing is sent anywhere.
Exclusions
What is not covered
- Pods, coils and e-liquid — consumables, by design.
- Drop, water or heat damage, and cracked housings.
- Damage from a third-party fast charger or a cable that is not rated for the device.
- Cosmetic wear: scratches, paint loss, faded printing.
- Devices with a removed, defaced or unverifiable authentication code.
- Resale and marketplace stock bought as used or open-box.
- Wholesale and OEM/ODM orders, which follow the terms on the quote.
Terms
The window and what it means
The warranty runs for 90 days from delivery. A replacement device carries the remainder of the original period rather than a fresh 90 days, and claims need two things: the order number and the 12-character code from the box.
- The remedy is replacement, not refund — refunds follow the 30-day returns policy instead.
- Approved claims are shipped at our cost, with a prepaid label for the faulty unit.
- Send the faulty unit back within 14 days of the label being issued, or the claim closes.
- A device that arrives damaged or dead is a 48-hour report, not a warranty claim — same inbox, faster route.
Process
How a claim works
- Send the details
Contact form, topic Warranty: order number, authentication code and a one-line description of the fault.
- Show the fault
A short video — 15 seconds is enough — of the device failing, plus a photo of the box label. This replaces a long email thread.
- We assess
One to two business days. If the fault is covered we issue a replacement authorisation and a prepaid return label.
- Replacement ships
Usually the same week. Send the faulty unit back within 14 days of the label being issued, or the claim closes.
Checklist
What to put in the first email
- Order number (HM-…) or the reseller's invoice.
- The 12-character code from the scratch panel.
- A short video showing the fault while the device is switched on.
- A photo of the box label showing the batch line.
- The charger and cable you used — a surprising number of faults are charger-related.
FAQ
Warranty FAQ
Is shipping covered for a warranty replacement?
For approved claims, yes — we issue a prepaid return label and ship the replacement at our cost. Unapproved returns are returned to you at your cost.
Does the warranty restart with a replacement?
No. The replacement carries whatever is left of the original 90 days, so keep the delivery date from your first order.
I lost the receipt. Can I still claim?
Order number is enough if you bought from us. If you bought from a shop, the authentication code plus a photo of the box usually settles it.
Does the warranty cover a device that was dropped?
No. Physical damage, water ingress and heat damage are excluded, though we will still quote a discounted replacement.
Can I get a refund instead of a replacement?
Within 30 days of delivery, an unopened device can be returned for a refund. After that the warranty remedy is repair or replacement.
What about wholesale orders?
Wholesale and OEM/ODM orders are covered by the terms on the quote, including DOA replacement windows — see the wholesale page.
Device failing?
Send the order number and a 15-second video; that is usually enough to approve a claim.