This article is for customers who have experienced a malfunction with a disposable vape product, specifically situations where the device has stopped working before the product was fully consumed, or where the device no longer charges or activates. We understand this is a frustrating experience and this guide will help you understand your options.
Disposable vape devices are designed to function for the full life of the cannabis oil inside. Common issues that may indicate a malfunction include:
- Device stops producing vapour before the oil is visibly depleted.
- Device no longer activates when inhaled (draw-activated) or when the button is pressed.
- Device charges but does not function.
- Device does not charge at all despite appearing to have battery capacity remaining.
- LED indicator light flashes but device does not produce vapour.
If you are experiencing any of these symptoms and the device was not dropped, submerged in liquid, or otherwise physically damaged, you may have a defective unit.
The following situations are generally not covered under the defective product policy:
- Device was dropped and physically damaged.
- Device was exposed to water or extreme temperatures.
- Device was used with a third-party charger that may have caused damage.
- Oil is visibly fully depleted (clear or empty cartridge).
- The device is functioning but the customer does not prefer the experience.
If your situation does not fall under an exclusion, you are encouraged to submit a complaint.
Before contacting support, please try the following:
1. Ensure the device is charged if it has a USB charging port. Use only the provided or recommended charger.
2. Try activating the device again after a full charge cycle.
3. Check whether the LED indicator light activates when you charge or draw.
4. If the device still does not work, stop attempting to use it and proceed to filing a complaint.
Do not attempt to open, disassemble, or modify the device. This will void any eligibility for replacement.
To submit a defective vape complaint:
1. Retain the device and original packaging.
2. Note the product name, lot number, and date of purchase.
3. Take a short video of the malfunction if possible, or photos showing the device state.
4. Contact Pure Sun Farms support via EcoServe or the email listed on your packaging.
5. Provide all details and attach any photos or videos.
Your complaint will be reviewed within 3 business days and a resolution will be offered based on eligibility.
Disposable vapes are single-use devices and are not designed for extended charging or repeated recharging cycles beyond what is specified by the manufacturer. If your device has a USB-C or micro-USB port, this is for charging the battery to ensure full use of the product — not for indefinite recharging after the oil is consumed.