A disposable that stops working early is a defective product. Here's what that means in terms of what you can expect from us.
If your vape stopped working before the oil was depleted — and the failure wasn't the result of physical damage, water exposure, or extreme heat — that's a product defect. You're not expected to absorb that cost, and you don't have to.
Reaching out through EcoServe or the support contact on your packaging starts the process. We'll look into it and work out a resolution.
Depending on what we find when we review the complaint, we can offer a replacement product, store credit, or in certain cases a refund. The right outcome depends on the specifics — what the device shows, what the lot number tells our quality team, how far into the oil you were when it stopped.
What we won't do is ignore a valid defect claim. If the product didn't perform, there's a resolution on the table.
The lot number from the original packaging is the most important thing. Beyond that: a photo or short video of the device not activating, and your proof of purchase. If you have the original packaging, hold onto it. If the lot number is already gone, give us the product name and retailer — we'll work with that.
Three business days after you reach out, you'll hear from us.
Defects caused by physical damage — a drop, a crack, water contact — fall outside the product defect policy. So does failure that results from using incompatible chargers or exposing the device to extreme heat. We'll always ask a few questions to understand what happened, and we'll be straight with you about what qualifies and what doesn't.