Warranty Information

Warranty & Hardware Support Policy

At Vapoureyes NZ, we stand behind the technical engineering of the hardware we distribute. This policy outlines your protections under the New Zealand Consumer Guarantees Act and our specialized lifecycle support for flagship hardware.

1. Consumer Guarantees Act (CGA)

All hardware sold by Vapoureyes NZ is covered by the New Zealand Consumer Guarantees Act. This ensures that your goods are of acceptable quality, fit for their intended purpose, and match the technical description provided.

  • Minor Faults: We may choose to repair the item or provide a direct replacement at our discretion.
  • Major Faults: For substantial failures, you may choose between a replacement of the same type or a full refund/store credit.

2. Specialized "No-Delay" Support (Koko-Bar & SVOPP)

As part of our commitment to hardware longevity for our NZ customers, we offer an enhanced replacement program for high-utilization systems:

  • Eligible Devices: Uwell Koko-Bar L50000 and OXBAR SVOPP Prefilled Device.
  • The Policy: Should your Koko-Bar or SVOPP unit experience a mechanical chipset failure or physical battery damage impacting performance, we provide a direct replacement of the battery component.
  • The Goal: To ensure your hardware remains functional and continues to meet technical specifications without requiring a complete system repurchase.

3. Standard Hardware & Consumables

Rechargeable Hardware: Most devices carry a 6-month manufacturing warranty from the original date of purchase. This covers manufacturing defects and excludes damage from misuse, water ingress, or accidental drops.

Consumables: Replacement pods, coils, and e-liquids are considered consumable items. Due to hygiene regulations, these are covered by a 14-day "Dead on Arrival" (DOA) policy only. We cannot accept returns on opened e-liquids or used pods.

4. How to Access Support

To facilitate a "No-Delay" diagnostic, please ensure you have your order number or proof of purchase ready.

  • Digital Assessment: Email our NZ-based team at hello@vapoureyes.co.nz. Please attach a short video demonstrating the hardware issue to speed up your claim.
  • In-Person: If you are local to Hawke's Bay, visit us for an immediate technical assessment and component swap.
WARNING: This product contains nicotine which is a highly addictive substance.