Warranty and returns

We will take care of any returns or warranty claims for any of our goods as soon as possible. The terms of our warranty and return policy are listed below. If you have any questions, please do not hesitate to contact us.

Warranty

Our mods (devices without a tank) have a 90-day (three-month) manufacturer’s warranty against defects in workmanship or materials, from the date of purchase on your receipt.

Very important:

In order to make a return request, it is important that you:

  • keep your receipt as proof of purchase date
  • keep your device packaging as it has the serial number.

We cannot accept returns without a receipt or the product’s original packaging. This warranty does not cover tanks, glass, atomisers (coils) or e-liquid. We also do not cover buyer’s remorse.

If the product has been tampered with in any manner, used with parts other than those sold and manufactured by Hinterland Vape Supplies. or has been damaged accidentally or through inappropriate use, regular wear and tear, acts of GOD, negligence, or abuse, the warranty will be considered void.

If your product issue is covered by our warranty, you may be eligible for a refund.

Damaged in transit

If you receive goods that have been damaged in transit, please take pictures and contact us as soon as possible after receiving your order. Depending on the circumstances and stock availability, we may be able to replace the damaged goods.

Returns

We will happily accept a return and exchange a product if it meets our warranty terms and is found to be defective.

How to request a return

Troubleshooting

Before applying for a return, please contact us and let us know of the product issue. We may be able to solve the problem quickly. If not, we will ask that you return the product to us for further inspection.

Please do not skip this step. From our experience, there is a relatively quick fix for many issues.

  1. Contact us to troubleshoot the issue.
  2. If we cannot help to resolve the issue, carefully complete our return form below. Please ensure you:
    – answer every question
    – upload a photo or scan of the original purchase receipt when prompted by the form
    – upload a small video or image of the product fault when prompted by the form.
  3. Print the email confirmation of your submitted form.
  4. If required, place the following in a box or satchel, ready to send back to us:
    1. the printed return form confirmation
    2. the product/s you want to return (please ensure the product is protected in transit with enough padding)
    3. the purchase receipt (original or copy)
  5. Take a photo of the package labelled with our return address for your records.

If the product is found to be defective, we will send you a replacement product (a small shipping fee may be required if express post is desired).