UPDATED: 11th September 2024

At Smoke Arsenal, we aim to provide our customers with excellent products and services. If you encounter any issues with your purchase, please refer to the following guidelines to process your return or warranty claim.

Warranty Information

• Warranty Period: The warranty for any retailed device is 180 days from the date of sale. Any products purchased beyond this period will not be credited.
• Excluded Items: The warranty does not cover:
• • Coils, replacement pods, and accessories
  • Damages caused by accidental drops, water damage, open-pod juice leakage, environmental factors, or external causes
• Clearance Items: Products purchased at clearance prices are not eligible for refunds or exchanges.
• Defective Parts: If a part of the device is defective or replaceable, only that specific part will be credited or replaced.

Direct Brand Warranty Claims

For certain products, warranty claims must be made directly through the manufacturer's website:

• Puffco: Return Policy
• Carta: Warranty Information

Reporting Damaged or Missing Items

• Glass Products: Any missing or damaged glass products must be reported within 48 hours of receipt.
• RMA Process: Warranty claims will be processed only with a fully completed Return Merchandise Authorization (RMA) form and either the defective products or relevant product pictures.

Return Shipping Guidelines

• Return Labels: Customers will receive 1 return label per month for all collected returns. Any additional return requests within the month must be shipped at the customer's expense.
• Customer Error: If an order was placed in error by the customer, returns must be shipped back to Smoke Arsenal at the customer’s expense and are subject to a 10% restocking fee. Such requests must be made within 48 hours of delivery.

Return Process

• Quality Testing: All returned products are subject to quality testing by our Returns Department to verify the claim. Only products with a manufacturing defect will be eligible for credit.
• Processing Time: Returns may take up to 14 days for processing after the products and completed RMA form are received. Depending on the size and nature of the return, processing may exceed this timeline.
• Credit Note: Once a credit note is generated, a copy will be emailed to the customer.

Special Cases

• Unusual Returns: In the case of unusual return requests, Smoke Arsenal reserves the right to conduct a secondary investigation before making a final decision.