This policy applies to all UWELL Terminal Retailer.
Note: Coil、Pod cartridge、O-ring、Glass and other consumable products are not eligible to this after-sales service; nevertheless, if consumers purchase on-the-spot unpacking supporting consumable products that are in a condition of failure, this warranty policy is still applicable.
Reminders : In order to maintain global uniformity, we encourage end retailers to submit after-sales applications after October 31, 2021, thanks for your understanding and support.
1. 1. Responsible for accepting after-sale requests from customers, confirming proofs
provided by customers, and handling after-sale requests from customers
2. In charge of collecting damaged products from clients.
3. Submit an after-sales replenishment request via UWELL official website, and ship damaged products to the prescribed address based on UWELL's request.
1.1 All products purchased through UWELL official or UWELL authorized sales channels (online/offline) will be entitled to after-sales service within 180 days from the date of purchase by the customer.
2、Requirements for Terminal Retailers
2.1 All Terminal Retailers that sell UWELL products must provide on-site after-sales assistance to all clients who can provide full after-sales certificates and purchase products in your store.
2.2 When providing after-sales service to customers, proofs provided by customers need to be verified as follows.
2.2.1 Proof of product purchase
Warranty service shall be provided for Products within 180 days of purchase.
2.2.2 Issues with product failure
Damage caused by human factors (including, but not limited to, damage caused by falling, squeezing, bumping, liquid splashing, chemical corrosion, and improper use or maintenance will not be warranted.
3、Guarantees for end service retailers
3.1 United States and Canada
UWELL operates after-sales service centers in the United States and Canada. If you submit a request for after-sales parts replenishment via the UWELL website and confirm acceptance, UWELL will mail the after-sales spares to the Terminal Retailer's selected shipping address within 3-5 business days.
3.2 Other areas
Outside of the United States and Canada, UWELL will eventually set up after-sales service centers.
Until then, Terminal Retailers selling UWELL products will be required to submit after-sales spares replenishment requests to the purchasing supplier, who will promptly ship the after-sales spares to the Terminal Retailers' designated shipping address.
Please contact the UWELL customer service team via the UWELL official website or by emailing email@example.com if the purchasing supplier is unable to provide a rapid replenishment service for after-sales spares.
All Terminal Retailers selling UWELL products are requested to conduct the replenishment of after-sales spares after completing the customer's after-sales service by accomplishing the following.
4.1 Keep proof of product purchase invoices provided by customers.
4.2 Keep a record of the malfunctioning product's SN code and anti-counterfeit code.
4.3 Keep photographs or video evidence of damaged products.
4.4 Submit requests for products replenishment
4.4.1 Terminal Retailers in the U.S. and Canada are required to submit an after-sales request through the UWELL website and submit the above mentioned credentials, and UWELL will send the after-sales spares by mail to the designated shipping address within 3-5 business days after the request is completed.
4.4.2 Terminal Retailers in other regions must make after-sales requests through the purchasing supplier and provide the aforementioned credentials, and the purchasing supplier will provide the Terminal Retailers with after-sales spare parts.
5.1 In the event that products acquired in various countries are incompatible with this after-sales policy, the local policies, laws, and regulations will take precedence due to national policy variances.
5.2 Once the customer's after-sales request has been approved, please manage it as follows.
5.2.1 Please replace the customer's damaged goods with the same color.
5.2.2 If the color of the product is not in stock, please replace the product with other colors in stock in the same section in a random color to the customer.
5.2.3 If the product has stopped production and the product has the same series of upgraded models, please give the customer to replace the upgraded products.
5.2.4 If the product UWELL has been discontinued and there is no upgrade model of the same series of this product, please give the customer to replace the product with other UWELL products of the same or similar value.
6、Return & Reimbursement
6.1 After the completion of the after-sales service, the Terminal Retailer shall ship the damaged products back to the address specified by UWELL.
6.2 The Terminal retailer will fill out the 《Uwell Retailer Shipping Reimbursement Form》and send an email to firstname.lastname@example.org to apply for shipping reimbursement.
6.3 UWELL will review and reimburse the cost within 3-5 business days after receiving the 《UWELL Terminal Retailer Shipping Reimbursement Form》.
1. Warranty policy for Terminal RetailersThe Warranty Policy is formulated by UWELL, and UWELL has the exclusive right of interpretation and can revise the policy document from time to time.
2. If you have any questions, please contact UWELL customer service team through our official website or by emailing email@example.com.