Warranties & Hardware Support
Warranty & Hardware Support Policy
At Hawke’s Bay Vapour, we are committed to providing reliable hardware and technical support for our community. This policy outlines your protections under New Zealand law and our specialized hardware support programs.
1. Your Rights Under the Consumer Guarantees Act (CGA)
All hardware sold by Hawke’s Bay Vapour is covered by the Consumer Guarantees Act (CGA). This means your device must be of acceptable quality, fit for purpose, and match its technical description.
- Minor Faults: If a device has a minor fault, we may choose to repair or replace it at no charge.
- Major Faults: For serious mechanical failures, you are entitled to choose between a full refund or a replacement of similar value.
- Duration: These protections apply for a "reasonable period" regardless of manufacturer warranty expiration.
2. Specialized "No-Delay" Support (Koko-Bar & SVOPP)
As an authorized distributor, we offer an enhanced lifecycle program for our flagship hardware systems:
- Eligible Devices: Uwell Koko-Bar L50000 and OXBAR SVOPP Prefilled Device.
- The Policy: Should these units experience any mechanical chipset failure or physical battery damage that prevents standard operation, we provide an immediate direct replacement of the battery component.
3. Standard Hardware & Consumables
For all other rechargeable devices, we provide a 6-month manufacturing warranty.
Consumables (DOA Policy): Replacement pods, coils, atomizers, and e-liquids are considered "Consumables" and are only covered for Dead on Arrival (DOA) faults. DOA faults must be reported within 24 hours of receipt.
4. How to Lodge a Claim
Please have your proof of purchase (receipt or order number) ready.
- In-Person: Visit us in-store for immediate technical assessment.
- Digital: Email hello@hbvapour.co.nz with a description and a brief video of the fault.