MVP Team Care

These policies are modified where pertinent by our Community Quarantine policies, which we adjust from time to time to meet changing conditions during the pandemic. Do take the time to read through our CQ policies as we strictly apply them: 

https://www.mistwoodvape.com/pages/revised-policies-for-enhanced-community-quarantine-period

 

Effectivity of MVP Team Care policies: Jul 10, 2020.

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Since 2012, we've had more then 350+ clients bring defective devices and accessories bought from other stores to us, asking if we can repair them. We offered repairs as a service, but retired it because some brands and devices are simply too poor in quality to feasibly repair.

The better approach was to choose products carefully, through testing and the application of experience, and back them up with world-class support.

Today, we're pleased to introduce MVP Team Care: Mistwood's broadest warranties and support services yet, designed for a fully e-commerce present and future, and built for the best possible client experience.


At a Glance
MVP Team Care by Mistwood Vape Philippines

 

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TERMS AND CONDITIONS

 

SECTION I
MODS, PODS, AND POD MOD KITS
  • Warranty Period: 6 months
  • Scope: One-time replacement of a factory-defective product to a brand new unit of the same model and color.
    • If a replacement product of the same model and color is not readily available and cannot be procured by Mistwood within 7 days of receiving return, or has been phased out by the manufacturer and is no longer available in the market, or is otherwise unavailable from Mistwood for any another reason, customer may avail of one of the following options:
      • choose a different color; or
      • opt for a store credit equal to the original product price paid inclusive of shipping, which may then be used to discount a new order.
    • Return shipping under this Section shall be governed by policies in Section V. 
    • Exclusions, Limitations, and Voiding
      • Aesthetic issues observable upon cursory inspection of the unit are subject to the following limitations:
        • for in-store sales: If such an issue is detected upon opening the unit for inspection at the point of purchase, another unit will be furnished the customer;
        • for online sales: Client must email Mistwood a full resolution photo of the observed issue to allow us to determine whether it constitutes a returnable matter in consultation with the manufacturer. Mistwood’s determination is final.
      • Dents, chipping, and other breaks void warranty.
      • Shorts and other electrical issues resulting from drops, liquid spills onto and into product, misuse, abuse, or other user error, fault, or neglect, including “accidents,” void warranty.
      • Change of mind on the model, its specifications, and any other disclosed or advertised product characteristics, whether by Mistwood, manufacturer, or distributor, including performance, is excluded.
      • Minimal and/or cumulative leaking or condensation of liquid into the device are excluded.
        • Some leaking (liquid flows out of device without having been converted to vapor/aerosol) and condensation (liquid forms outside the device from vapor/aerosol that cools in and around its airflow system) and a combination of the two are inherent to vaping, even in sealed designs like closed and disposable pods. To prevent leaks, we advise using only liquids consistent with our recommended VG to PG ratio, especially for pod kits. Regularly clean electric terminals on your device with q-tips and/or tissue paper. Avoid use of replacement pods and coils beyond useful lifetime; if your vape tastes burnt or output has dropped significantly even if battery is sufficiently charged, replace coil or pod immediately. Use your device only as intended and under guidance by its manual. Condensation is unavoidable but can be managed by regularly wiping and drying airflow channels near electrical parts.
      • It is the responsibility of the client undertaking return shipping to secure the product against accidental and tampering damage during shipping. Mistwood shall in no way be held responsible for any damage incurred during return shipping. Any physical damage or tampering to the returned product observed on receiving shall be deemed a client-side fault, and may void warranty. Package your items carefully before turning over to couriers.
      • Any modification of the product voids warranty.
    • Transferability: Non-transferable.

    SECTION II
    LIQUIDS

    Liquid Explorer (LEX) Program

    • Return Period: Lapse of 7 days from delivery or before consuming 5ml of 30ml bottles or 10ml of 50ml or larger bottles, whichever occurs first
    • Scope: Privilege of a one-time exchange of any liquid variant ordered for the first time from Mistwood, for a store credit code equivalent to the product price net of shipping fee, provided the qualifications are met.
    • Qualifications:
      • Liquid must have been ordered by client for only the first time
      • Liquid must be returned before the lapse of 7 days from delivery or before consuming 5ml of a 30ml bottle or 10ml of a 50ml or larger bottle
      • Client must have an MVP Account
      • Return shipping is at client’s expense (for purposes of LEX, see “Return Shipping for LEX” below for details)
      • Any liquid ordered using store credit will not qualify for return itself
      • Returned liquid content must not have been tampered with, and its bottle, cap and sticker must be whole and intact, except for the cover seal having been broken in the course of opening for ordinary consumption.
    • Exclusions, Limitations, and Voiding
      • Damage to bottle and materials thereon including sticker or other labeling, but not including breaking of seal/s by client to open and consume product normally, voids warranty.
      • User-tampering of any kind of the bottle, materials thereon, and bottle contents, including markings and additives of any kind, void warranty.
      • Change of mind on any product characteristic disclosed or advertised by Mistwood, manufacturer, distributor, or any other third party (ex. product mentholation, when mentholation is advertised) is excluded.
    • Return Shipping for LEX:
      • Return shipping for Liquid Explorer shall be for the client’s account.
      • Liquid must be shipped to the following details:
        • Consignee Name: Mistwood Fulfillment c/o Beth Delos Santos
        • Address: 116A M. Almeda St., San Roque, Pateros
        • Phone: 09175388011
    • Transferable: Non-transferable.
    SECTION III
    REBUILDABLE ATOMIZERS
    • Period: 30 days
    • Terms: Outright, one-time replacement of a factory-defective atomizer, whether sold separately or as included in a kit, to another brand new unit of the same model and color.
      • If the same model and color is not readily available and cannot be procured by Mistwood within 7 days of return, or has been phased out by the manufacturer and is no longer available in the market, or is otherwise unavailable for any other cause, customer may avail of one of the following:
        • choose a different color; or
        • opt for a store credit equal to the original price paid inclusive of shipping, which can then be used to order a different product.
      • Return shipping under this Section shall be governed by policies in Section V. 
      • Exclusions, Limitations, and Voiding:
        • Aesthetic issues observable upon cursory inspection of the unit are subject to the following limitations
          • for in-store sales: If such an issue is detected upon opening the unit for inspection at the point of purchase, another unit will be furnished the customer;
          • for online sales: Client must email Mistwood a full resolution photo of the observed issue to allow us to determine whether it constitutes a returnable matter, in consultation with the manufacturer. Mistwood’s determination is final.
        • Aesthetic issues observable upon cursory inspection of unit not covered; if such an issue is detected upon opening the unit for inspection at the point of purchase, another unit will be furnished the customer.
        • Dents, breakage, shorts, and other physical or electrical issues resulting from drops, spills, misuse, abuse, or other user error, fault, or neglect, including “accidents,” are not covered, and voids our warranty entirely.
        • It is the responsibility of the customer who undertakes return shipping to secure the product against damage or tampering during shipping. Mistwood shall in no way be held responsible for any damage or tampering during return shipping from the customer. Any damage to the product observed on receiving shall be deemed caused by user-error, even as against any alleged shipping issues. Package your items carefully before turning over to couriers.
        • "Atomizer short," "atomizer missing" and similar atomizer error readings on Mods very rarely have anything to do with the atomizer itself, and almost always result from faulty rebuilds, extremely low resistance builds, receded, broken, or otherwise failing 510 pins on the mod, or a combination of the preceding causes. Any claim upon an atomizer on the basis of a mod error reading will be resolved through Mistwood's remote diagnostics, testing and rebuilding procedures, and other diagnostic measures before Mistwood commits to a replacement.
      • Transferable: Non-transferable.
      SECTION IV
      BATTERIES AND CHARGERS
      • Period: 30 days
      • Terms: Outright, one-time replacement of a factory-defective battery or charger to another brand new unit of the same model.
        • If the same model is not readily available and cannot be procured by Mistwood within 7 days of return, or has been phased out by the manufacturer and is no longer available in the market, customer will be provided a store credit equal to the original price paid inclusive of shipping, which can then be used to order a different product.
        • Return shipping under this Section shall be governed by policies in Section V. 
      • Exclusions
        • Over-discharging of battery to an internal voltage below 2.5V is excluded. Keep batteries charged, and do not store for extended periods of time at low or no charge. Over-discharge due to misuse or extended non-use can render the battery inoperable and unresponsive to normal recharging.
        • Battery insulator skin damage resulting from user error or fault, or user device's design flaw (ex. battery doors on some mods can scratch the skin of the battery if not carefully removed) voids warranty.
        • Damage to charger due to use of incompatible or unsupported battery or batteries, as implied in the manual and/or the packaging.
        • Dead batteries almost always result from over-discharging, with the internal voltage of the battery dropping to 0 or near 0. This results in the battery being unable to take a charge. Mistwood will first attempt to revive a dead battery through power charging in-store or in our partner service center before resolved through replacement. Allow up to 48 hours following transmittal to Mistwood of a dead battery for resolution.
      • Limitations:
        • Mistwood must be permitted to inspect the unit and attach its security sticker prior to shipping out or turnover to customer, otherwise the battery or charger will not be warranted.
        • It is the responsibility of a customer who undertakes return shipping to secure the product against damage or tampering during shipping. Mistwood shall in no way be held responsible for any damage or tampering during return shipping from the customer. Any damage to the product observed on receiving shall be deemed caused by user-error, even as against any alleged shipping issues. Package your items carefully before turning over to couriers.
        • Mistwood's Security Sticker must be intact upon its receipt on return. Any tampering or removal of the same, including any allegation such tampering or removal was due to shipping, will void the warranty.
      • Transferability: Non-transferable.
        SECTION V
        RETURN SHIPPING POLICIES
        • This section shall not apply to Liquids. See Section II “Return Shipping for LEX” for policies specially applicable to Liquids. 
        • Shipping Returns from Client to Mistwood: Client
          • Courier: Shipping returns to Mistwood shall be via LBC, JRS, or J&T only. Client may choose between the three.
          • Cost: Cost shall be borne by the client initially and until the warranty claim is accepted. If the warranty claim is accepted, said cost shall be reimbursed by Mistwood through store credit which can be used to discount a new order.
        • Shipping Replacements or Repaired Product from Mistwood to Client: The cost of shipping a replacement or repaired product to the customer shall be for the account of Mistwood if and only if the product returned by the customer proves faulty due to a factory defect. For denied claims, the immediately following sub-Section applies.
        • Shipping Denied Returns to Client: In case of denied returns, if the returned product proves to be in good working order (ie. false warranty claim/s), or the product did not originate from Mistwood (ie. “switching” fraud and other fraudulent claim/s), or the product was in fact damaged due to user-fault, then the cost of shipping back the returned product (ie. Redelivery) shall be for the account of the client, such cost to be billed through an electronic invoice or any other method at Mistwood’s convenience, with Mistwood reserving the right to retain, appropriate and dispose of products sent upon a fraudulent claim to cover costs, damages, and other inconveniences in accordance with the immediately following sub-Section.
        • Handling, Storage Period, Liquidation and/or Appropriation: In case of denied returns, returned product shall be held in trust by Mistwood for a period of 30 days following Mistwood's emailing the bill or otherwise informing the customer of the cost of redelivery. If the redelivery bill remains unsettled or if the customer fails to claim the returned product personally within 30 days of having been emailed the bill or otherwise informed of redelivery cost, then the returned product shall be liquidated or appropriated by Mistwood at its sole discretion in order to cover the cost of handling and storage. Failure to settle the redelivery bill or personally collect the denied returned product within the 30-day period above constitutes customer's waiver of any and all claims to said product and approval of its liquidation or appropriation to pay for the cost of handling, storage, and other inconveniences caused, provided that in cases of false and fraudulent claims the waiver period shall only be 3 working days counted from Mistwood receiving said products.
        • Choice of Courier for Replacement or Repaired Product and for Redelivery: Courier for the preceding purposes shall be at the sole option of Mistwood.