PRODUCT
RETURNS:
HDSmoke’s
success is built on the excellence of its team and the quality of its products.
We have put in place a very simple process for handling product returns and
replacement, if deemed to be warranted.
Our
Return Policy
is as follows: If you are having any issues with any HDSmoke™ product
please follow the instructions below. Any defects for HDSmoke rechargeable
batteries and chargers will be exchanged as per our Lifetime Warranty. Due to
health code regulations, we cannot refund your purchase. HDSmoke™ makes
no other express or implied warranty or condition whatsoever, whether written or
oral, and expressly disclaims all warranties and conditions not stated in this
Lifetime
Warranty.
For a defective HDSmoke Battery or
Charger please try these troubleshooting tips first, before contacting
or sending your product in to us. Click the link for battery and charger
troubleshooting.
If you are having difficulties with
your cartomizers, please send them back to the address below. Your
products will be reviewed by our quality control team, and if the problem is due
to a manufacturer’s defect, the necessary replacements will be shipped back to
you.
Note: Products that are damaged or defective due
to improper use, modifications, or any tampering on your part, are not covered
by our return policy and will NOT be replaced.
USA
Customers:
HDSmoke, 1623 Military Rd,
#215 Niagara Falls, NY, 14304-1745 Please enclose the
following: a) name, address, contact telephone, b) email address, c) defective
part or parts, d) $5 to cover return shipping and handling without a purchasing
receipt, or FREE with original purchase receipt.
Canadian
Customers:
HDSmoke
Returns, c/o Gamoto Marketing, PO Box 3115 - MIP, Markham, ON L3R 6G4
Please
enclose the following: a) name, address, contact telephone, b) email address, c)
defective part or parts, d) $5 to cover return shipping and handling with no
purchase receipt or FREE with original purchase receipt. Please use Canada Post
Only.
Once the defective
part has arrived to our warehouse, we ask that you allow 3 business days for
processing and an additional 3-5 days for shipping. We thank you for your
patience and understanding. We will do our best to get out the replacement parts
as soon as possible.
Troubleshooting
Tips:
Thank
you for your email regarding issues with your battery and/or charger.
The
USB charger that comes with your starter kit is designed to work with a USB port
that is constantly on while you are charging your battery. Some laptops &
computers go into sleep or hibernate modes after a few minutes to save power.
Please ensure that the computer that is being used to charge your battery is on
while you are charging your battery.
The
led light on the charger turns red while it is charging and green when it is
fully charged. It takes about 3-4 hours to fully charge an empty
battery.
Brand
new batteries that come in the starter kit are at about 90% charged capacity
& can be used right out of the kit.
As
a trouble shooting guide, please try the following: looking in a mirror, take a
drag on the cigarette.
If the end of the battery lights up reddish/orange,
the battery is working. If the battery, does not light up, it means it may need
to be charged.
If
the battery lights up, but no smoke comes out when a drag is taken, it may mean
the cartomizer needs to be replaced. Try another cartomizer.
Sometimes,
the internal switch that detects the air flow in the battery gets stuck. Remove
the cartomizer & gently tap the end of the battery (the end that was
attached to the cartomizer) against a wooden surface several times. Be careful
not to damage the wood. Do not do this over a good table – it may leave a
dent.
If
you are still encountering issues, please email your battery and USB charger to
us at one of the above addresses. Please ship by least expensive method. Upon
receipt, our technician will review your battery and charger. If it has not been
tampered with, we will authorize a replacement immediately.
