Warranty and returns
We sell exclusively to professional operators: there is therefore no consumer right of withdrawal, but every product is covered by our commercial warranty and every issue is handled online, in most cases without having to ship the goods back.
How to open a request (RMA)
- Log in to your account and open the Returns (RMA) section.
- Select the order and the items concerned, enter the quantity and the reason.
- Attach proof of the defect: a photo of the product with the barcode or serial number readable and, for functional faults, a short video.
- Submit the request. You can follow its status in the same section; we reply within 2 working days.
If the request is accepted, at our option we replace the product, issue a credit note or refund the amount to the same payment method within 14 days. Normally the defective product does not need to be returned: we ask you to dispose of it correctly under local rules (electronic devices and batteries are WEEE). When a pick-up is needed, we arrange it with the courier at our expense.
Warranty terms
| Product | Coverage |
|---|---|
| Devices (box mods, pod mods, kits, built-in batteries) | 12 months from delivery for material and workmanship defects |
| External batteries and chargers | 12 months from delivery |
| Atomisers, coils, pods, cartridges, drip tips | Consumables: covered only if the defect is present when the package is opened and is reported within 8 days of delivery |
| E-liquids, flavourings, bases, nicotine | Covered only for packaging defects (leaks, missing seal) reported within 8 days of delivery |
| Outlet or below-cost products | Excluded from the commercial warranty, unless the product does not match its description |
Apparent defects and missing items must be reported within 8 days of delivery; defects that appear with use within 8 days of discovery and in any case within the warranty period.
What is not covered
- misuse or use contrary to the instructions, drops, impacts, liquid ingress, oxidation;
- opening, modifying or repairing the device, removal of the warranty seal;
- normal wear and the natural degradation of batteries;
- damage caused by inadequate packaging of a return;
- products for which purchase on aer-wsale.com cannot be shown.
Returns of non-defective products
Subject to prior written agreement and at our discretion, we may accept the return of intact items in their original sealed packaging and still in the catalogue, requested within 14 days of delivery. Transport costs are borne by the customer and a handling deduction may apply.
Returns are never accepted for e-liquids, flavourings, bases and other products subject to consumption tax or excise duty, nor for atomisers, pods, coils and other items whose hygiene seal has been removed.
Parcels damaged in transit
If the parcel arrives damaged or tampered with, sign with reservation by writing "accepted with reservation, damaged parcel" and send us the photos within 2 working days to [email protected]. Without a reservation on the courier's document we cannot open the claim. Details on the Shipping page.
Warranty towards your customers
Our commercial warranty applies to the relationship between AER and the reseller. Towards end consumers the reseller remains responsible for the legal guarantee of conformity provided in its own country; for cases covered by our warranty we assist you through the same RMA procedure.