• Warranty Coverage
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.
• Responsibilities of the Terminal Retailer
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.
• After-sales service policy
1、warranty period
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 service@myuwell.com if the
purchasing supplier is unable to provide a rapid replenishment service
for after-sales spares.
4、Replenishment
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、Other notes
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 service@myuwell.com 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》.
• Declaration
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 service@myuwell.com.