Terms & Conditions of Sale
We offer a replacement service for items that are deemed faulty due to a manufacturing fault (see below) however we do not offer refunds for change of mind, or because you do not like the product you have purchased.
We are happy to walk you through troubleshooting steps, however if an item is sent back or bought back to us without following these then you will be responsible for the cost of getting it back to you if the item is not found to have a genuine fault.
Different devices work in different ways and it is up to you to decide what device will be the best for your style of vaping before making a purchase as all sales are final.
Wick and Wire Co provide high quality hardware, consumables and e-liquids/juices. Just like you would service a car, your setup needs maintenance. These maintenance steps are often neglected and will be run through before remedy.
Caring for hardware, juices and consumables:
There are a couple of things that you can do to keep your vape setup in good condition such as
Everything we sell is C tick approved for safety and comes with a limited warranty. Once you have received your Wick and Wire Co order please check all components are in working condition. While every care is taken to ensure that there are no faults with hardware sometimes - as with all electronics - there can be issues.
Our products are broken up into 3 categories for warranty purposes as below:
Tanks (clearomizers, atomizers and cartomizers including glass components), wick, wire, coils, plastic bottles, vape bands, cotton and other items deemed as consumables are designed to be replaced over time and do not come with any kind of warranty unless received as DOA. Please contact us within 24 hours of receipt of your package for any DOA consumables. We do not offer any kind of refund on consumables however we do offer store credit or replacement if they are found to be DOA.
Starter Kits, Vape Kits and Mods
Starter kits, Vape kits and Mods have electronics inside of them, this can make them susceptible to drop damage, physical and liquid damage. Micro USB charging ports are fragile and snapping if mistreated is common. These are not covered under the manufacturer's warranty as no electronics are expected to survive the aforementioned treatment. All manufacturing faults are covered and after showing the fault a replacement device will be issued from the manufacturer. You will be required to send the faulty one back for testing.
All of our eliquids/ juices are made using food grade ingredients like BP grade Propylene Glycol, USP grade Vegetable Glycerine and natural and artificial food grade flavourings and should be handled as you would handle food.
Due to health regulations and issues around hygiene best practices we are unable to refund or exchange any liquid products once they have left the warehouse for any reason other than warranty.
Some people have been known to have an adverse reaction to Propylene Glycol and/or Vegetable Glycerine, if you have not used these before please exercise caution when using for the first time. If you have any kind of adverse reaction please cease use of the product and seek medical advice before further use.
Wick & Wire Co. takes no responsibility due to adverse reactions, misuse or effects of the liquids we sell and use is at the discretion and liability of the purchaser of these products. This includes the addition of nicotine by the end user of the liquids once they have left our trading premises.
From time to time international liquids sold may contain warnings regarding eliquids containing products that may cause cancer. This is a requirement by law in some states where eliquids are produced the USA. You can find more information regarding prop 65 here https://en.wikipedia.org/wiki/California_Proposition_65_(1986)
DIY gear is used at your own risk, and you should consult a specialist DIY forum for advice on how to use flavouring concentrates.
What happens if my parcel is lost, missing or returned to sender?
Once a parcel has left our premises we bear no responsibility of the delivery of this item, and the responsibility of the delivery lies solely with the company chosen by the purchaser as the method of delivery, at the time of checkout. By purchasing from this website, you agree to the terms above and agree that you will not hold the sender responsible for any delays in transit as caused by the delivery company.
On the odd occasion that a parcel is delayed in transit, there is a process involved which includes us lodging a ticket with the delivery company to find the parcel. Tickets with delivery companies can take 5-8 weeks to be resolved with NZPost or when AusPost are involved. Generally you can expect up to 1 week with DHL metro and the service is fully insured unlike NZPost. Yet another reason to choose DHL. We ask that you are patient during this time. Until an investigation concludes we cannot refund or resend items and by purchasing from this website you agree to this.
Please be sure to provide the correct shipping address to us for shipping your item, if it is returned due to an incorrect address being provided shipping will need to be covered again in order for the item to be shipped again. This is a long process so please ensure that you give us the right details and can collect your parcel or are home to accept it.
Please note that all items will need to be assessed before warranty can be honoured and you may be required to answer questions, send photos and/or a video of the issue to us. Please allow 3 working weekdays, not including the day the photo/video is received, for assessment.
Once assessment has taken place over email, you will be issued a replacement device and return satchel. Place the faulty device in the return satchel once received and place it in the mail within 10 business days. Failure to send your faulty device will lead to being charged the full replacement amount plus shipping costs both ways.
If the device sent back is found to be not faulty but rather 100% user error and troubleshooting steps were ignored, the full item cost will be forwarded to the customer.
All warranties are null and void if:
- The item is found to have liquid seepage throughout which includes throughout a battery, a mod, a 510 connector, any electrical component or liquid seepage as a result of misuse
- The item has been damaged as a result of the item being dropped, knocked over or left in circumstances such as extreme heat (including a car on a hot day) or submerged in water or other liquid
- If you are using a non-genuine product to operate the device such as a non-genuine battery, coil, charger or other consumable
- If the item is on-sold to a 3rd party, or purchased by a 3rd party. Warranty is only valid for the original purchaser and valid for a maximum of 90 days from the first instance of purchase
- If an item has been charged on a non suitable device such as an iPhone wall charger or phone fast charger, other type of phone charger or other wall charger with a non-compatible amperage. If you are unsure of what a compatible wall charger is please ask us prior to purchase or use. All the devices we sell should be charged at under 1amp.
- If batteries are found to have been inserted incorrectly into a device (the positive and negative ends are incorrectly aligned), or battery misuse is found to be the cause of the issue. All items sold on our website that require a stand alone battery must use 20 A or higher IMR/INR high discharge rate.
- All items sold within our store and on our website have the item serial number recorded by our suppliers for warranty purposes, if serial numbers do not match these records no warranty will be honoured
- We reserve the right to void any warranty if any of the above is found to be the cause of breakage of an item or an item or device no longer operating as it should
Please note that if you are found to be reselling items purchased from our store then the warranty period is null and void.
Changed your mind?
At this time we do not offer refunds for change of mind so please choose carefully before purchasing any item. No exceptions made.
Resellers Take Note
If an unauthorised reseller is found to be on-selling any of items found on our website, purchased either in-store or online, they will have their account cancelled and future orders refunded without notice, or potentially be banned from shopping in-store or online with us. Any items sold in-store or online carry a warranty, outlined above, for the original and first owner only.
If you happen to buy an item second-hand or on-sell an item, including hardware, batteries, tanks, ejuice and accessories the warranty is voided and we can not honour this as we cannot verify what has happened or the care taken of the item since it left us and was used by the original purchaser. Please do not ask us for assistance or to claim warranty with a second hand item, as refusal often offends.
What do I do if I have received a faulty or incorrect item?
If you happen to receive a faulty or incorrect item please contact us within 72 hours service (at) wickandwireco.com to arrange for return and replacement/refund in the form of a store credit to the value of your returned item. All faulty items will need to be sent back to us for assessment before we will refund or replace the item, this is to ensure that the item is faulty so that it can be returned from us to the manufacturer for investigation.
Postage for faulty items is at the customers expense and will be reimbursed if the item is found to be faulty by the manufacturer. Please note that if the item is not found to be faulty then postage will not be covered by Wick and Wire Co.
When purchasing products from this site you are verifying that you are 18+. Products sold on this website are not for the use of minors and we reserve the right to cancel orders from persons under 18 years of age.
Wick & Wire Co, it's owners, employees, agents and other involved parties assume no liability injury to a person, item or property caused as a result of use of products sold on this website.
From time to time we may use your details including name, address and email to send you promotional offers, sale advice and other information. If you would like to opt out of these emails please follow the unsubscribe link at the bottom of the received email.
All information provided above, photographs and content of this website is the intellectual property of Wick and Wire Co and should not be reproduced, copied or distributed without our consent.