Warranty & Return Policy
Return / Exchange policy
All sales are final. We do not offer refunds or exchanges on any of our products regardless of whether they have been used or not. Please choose carefully. If you have any questions about our products, please contact us by email at [email protected] or WhatsApp (+6012-600 2269) before placing an order.
DOA (Dead On Arrival) claims
Please test all products for defects upon receiving your order; especially when ordering in bulk. Please notify us immediately if an item is dead on arrival / defective. Please contact our customer service team by email at [email protected] or WhatsApp (+6012-600 2269) with a description of the problem along with your order number. If the issue cannot be resolved by email or WhatsApp, we will send you instructions on how to send the item back for replacement along with the invoice. Replacements are ONLY shipped after the defective item is shipped back to us. “Dead on Arrival” (DOA) claims must be reported to us within 48 hours from the day you receive it and return us the product within 7 days of delivery in unused condition with original packaging. After the inspection process the same product will be provided in the exchange of damaged product or can offer refund/another product if the particular product is not available in stock. Return shipping is non-refundable; unless you received the wrong item(s).
Wrong item claims
Wrong Item claims must be reported to us within 48 hours from the day you receive it and return us the product within 7 days of delivery in unused condition with original packaging. You must take good care of the items while they’re in your possession. After the inspection process the same product will be provided in the exchange of damaged product or can offer refund/another product if the particular product is not available in stock.
14-day warranty claims
All Products (unless specifically stated otherwise), carry an implied, industry-standard 14-Day warranty against defects due to manufacturing or failure from the date of the order. Warranty does not include any use of the product that does not fall into the designed use of the product as intended by the manufacturer. The 14-Day warranty begins on the day the order was made and not on the day it was put to use.
- Burned Coils, used damaged coils or leakage and spit back issues are not covered in warranty & return policy as usually it is because of priming or wicking faults.
- Coils, wires, and clearance items are not covered in warranty & return policy.
- Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and are not covered by warranty.
- There is no return allowed on e-liquids due to safety reasons.
- Warranty excludes coverage for damage resulting from accidents, abuse, disassembly, customised modification, or user-error. Furthermore, consequential and incidental damages are not covered under this warranty.
Upon receipt of your return, our team will inspect your item(s). We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the item is available. We will offer a refund / exchange for another product if the particular product is not available in stock. Return must include all items that come with your item, this goes for starter kits and items that come as sets. The product must be returned with the original packaging. Return shipping is non-refundable; unless you received the wrong item(s).
In regards to the cost of shipment for returns, customers are responsible for the costs to ship the items back to us. Once we receive the items and approve the return, we will bear the shipping costs for the replacement items or issue the payments of the product if it is for a refund. ALL SHIPPING CHARGES ARE NON REFUNDABLE. If you receive a refund, the cost of return shipping will be deducted from your refund. All replacement/repaired products are shipped via PosLaju / International Standard Air Shipping for international orders.
Order cancellation policy
Please submit any cancellation via email [email protected] or WhatsApp (+6012-600 2269) but if the order has been shipped, we will not be able to cancel your order.
We do not guarantee compatibility between items. If you have any questions about compatibility, please do your research or send us a question before placing your order. We will not accept returns due to incompatibility.
If you would like to submit a request for refund, replacement or exchange, please contact our returns department by email at [email protected] or WhatsApp (+6012-600 2269). Please provide your FULL NAME, ORDER #, PHONE NUMBER, and REASONS for the return. You may be requested to provide pictures or video proof of the issue. If the return is approved, you will receive further instructions on returning the package. Replacements are going to be shipped out after we receive the defective item back at our facility. All returns are subject to case by case exceptions. The decision of the nano-stix.com team is final & binding you cannot challenge our decision on any grounds whatsoever.
Updated in May 2022.