13/10/2025
Hi Ka-Avenue!
Due to a recent incident I am sending this as a reminder and an explanation of why certain v**e stores do not provide replacements for products that are defective or have problems after a day or so.
1-Day Replacement Policy
As a reseller(V**e Avenue), we offer a 1-day (24-hour) replacement policy strictly as a courtesy to our customers and to maintain our shop's quality of service.
* Initial Replacement *
- If a product is found to be defective upon purchase or within 24 hours of the purchase time, we will provide an immediate, one-time replacement from our current shop inventory.
- Proof of purchase (receipt) and the original packaging are required for all replacements.
- Please note: This initial replacement is a courtesy from the shop and does not guarantee a replacement or refund from the original manufacturer. We absorb the cost of this replacement to ensure a good customer experience.
* Defective Replacement Products *
- If a replacement product (the second product) is also found to be defective after a few days, the process changes as we must involve the manufacturer.
- In this scenario, we will collect the defective product from you and ship it out to the manufacturer for their official inspection and decision.
- The manufacturer will determine whether the issue is a factory defect or customer misuse/fault.
- The manufacturer's decision is final and will dictate the outcome. They may choose to:
> Provide a new replacement product.
> Repair the existing product.
> Deny the warranty claim and return the product with the same issue if they determine the fault lies with the customer's usage.
- We cannot guarantee a timeline for this manufacturer-led process, as it is outside of our direct control. We will notify you immediately once we receive an update or the resolved product.
* Important Limitations *
- Our courtesy replacement policy is void if there is clear evidence of customer misuse, physical damage (drops, liquid damage), or unauthorized modification.
- This policy applies only to factory defects and not to issues related to normal wear and tear, battery life degradation, or flavor/coil preferences.
* How to Claim a Replacement *
1. Bring the defective product back to the shop within the 24-hour window.
2. Provide your original packaging, loyalty card proof of purchase or time & date. (CCTV to confirm it)
3. Ensure you have the original packaging (box/contents).
We appreciate your understanding that while we strive to provide the best customer service, we are ultimately a reseller, and long-term warranties are managed by the original manufacturer.
-Owner
