Earn commissions by referring us! Click to learn more about our referral program.

Burned by your local "no-warranty, test-to-sawa-bago-alis" vape shop or online seller?

We understand. We've had quite a few customers bring their defective units to us. We help them out as best as we could, even referring them to electricians that may be able to repair their tech.

With Mistwood Team Care 2.0, you don't have to go through that. Team Care 2.0 secures you against defective devices and helps you get the most out of your vape products. It comes with every purchase of our selection of mods, atomizers, kits/bundles and, pretty soon, even liquids. Yes, you read that right.

MISTWOOD TEAM CARE 2.0 includes:

1) 60-day coverage for Mods

  • Terms: Outright replacement of a factory-defective mod, 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, customer can
    • 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
  • Period: 60 days following date of purchase
  • Exclusions
    • Aesthetic issues observable upon cursory inspection of unit are 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 are not covered
  • Limitations:
    • Mistwood must be permitted to inspect the unit and attach its security sticker prior to shipping out or turnover, otherwise the warranty period will be reduced to 21 days only.
    • 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.
    • Mistwood's Security Sticker must be intact upon receiving a return. Any tampering or removal of the same, including any allegation such tampering or removal was due to shipping, will void the warranty.
  • Transferable? Yes. Provided, a simple receipt of sale must be given by Mistwood's customer to his or her second-hand buyer in order to transfer the warranty. Coverage shall in no case be extended beyond the original period from the date of sale.

2) 30-DAY coverage for Atomizers

  • 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, customer can
    • 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
  • Period: 30 days following date of purchase
  • Exclusions
    • 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 are not covered.
  • Limitations:
    • For online customers, Mistwood must be permitted to inspect the unit prior to shipping out, otherwise the warranty period will be reduced to 14 days only.
    • 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.
    • Note: "Atomizer short," "atomizer missing" and similar atomizer error readings of Mods rarely have anything to do with the atomizer itself, and almost always result from faulty rebuilds, extremely low resistance builds, receding or failing 510 pins on the mod, or a combination of the same. Any complaint on the basis of an atomizer error reading will first be resolved through Mistwood's testing and rebuilding procedures before Mistwood commits to a replacement.
  • Transferable? No.

3) 7-DAY coverage for Batteries and Chargers

  • Terms: Outright, one-time replacement of faulty 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 can opt for a store credit equal to the original price paid inclusive of shipping, which can then be used to order a different product
  • Period: 7 days following date of purchase
  • Exclusions
    • Over-discharging to an internal voltage of 0 or near 0
    • Battery insulator skin damage resulting from user error or fault or user's device's design-flaw (ex. battery doors on some mods can nick the skin of the battery if not carefully removed)
    • 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.
    • 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.
  • Transferable? No.

4) Servie Unit Option for Mods 

  • Terms: If a replacement unit is unavailable for a returned mod but can be procured within a reasonable amount of time, a customer may opt to avail of a service unit for his/her use until the replacement is fulfilled.
  • Limitations: Available only for customers returning products in-store or appearing personally.
  • To avail: To avail for use of a service unit, a deposit of P1000 must be made as security and a waiver taking responsibility for the service unit must be signed. The service unit and waiver remain properties of Mistwood, and Mistwood reserves its full rights under the Civil Code of the Philippines to the same. The deposit amount shall be held in trust and will be refunded upon a customer's return of the service unit in good condition; otherwise, the deposit will be forfeited without the service unit becoming the property of the customer.

5) RETURNS SHIPPING POLICIES

  • Shipping returns from Customer to Mistwood: The cost of shipping returns from the customer to Mistwood shall be exclusively for the account of the customer.
  • Shipping returns/replacements from Mistwood to customer: The cost of shipping a repaired or replaced 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. If the returned product proves to be in good working order (ie. false warranty claim/s), or did not originate from Mistwood (ie. fraudulent warranty claim/s), or was in fact damaged due to customer fault, then the cost of shipping back the returned product to the customer shall be for the account of the customer, such cost to be billed through an electronic invoice (ie. ship-back bill) or any other convenient method.
  • Handling and storage period, liquidation and/or appropriation: The returned product shall be held in trust by Mistwood for a period of 30 days following Mistwood's emailing the ship-back bill or otherwise informing the customer of the ship-back cost. If the ship-back 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 the ship-back 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 bill or personally collecting the 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 and storage. 
  • Courier options: Courier shall be Xend, JRS, or LBC, at the option of Mistwood and given prevailing service availability and reliability. 

 

TEAM CARE 2.0 APPLIES TO ALL DEVICES PURCHASED STARTING DEC. 1, 2017, FRIDAY, 12MN.