Frequently asked questions

all
VUSE EPOD
GENERAL
RETURNS AND WARRANTY

What is Vuse?

Vuse ePod is a compact, high-quality vape pen used with a 1.9ml flavour cartridge available in 7 flavours.

Does the Vuse device come charged?

The device will be semi-charged, however we recommend charging it for just 80 minutes prior to use.

Any post-purchase care I need to know of?

Follow these simple steps:

1. Charge your Vuse ePod with the magnetic USB charging cable provided in your Power Kit.

2. Use your Vuse ePod with Vuse ePod cartridges only

3. Keep your Vuse ePod, charging accessories and cartridges dry. Precipitation, humidity or moisture can corrode the electronic circuits.

4. Store your device and liquids at temperatures between 0-25°C.

How long does the battery charge last?

When fully charged, your Vuse will last about 190 puffs.

How do I charge my device?

The Power Kit has a magnetic USB charging cable, which puts the device in place. Connect the other end of the USB to a USB port on your computer and the LED on your device will turn green - once it turns off (in approx 80 minutes), your device is fully charged. Disconnect

the magnetic USB charging cable.

PLEASE NOTE: To avoid risk of fire, injury and/or any damage to your Vuse ePod or any property, only charge your device with the equipment provided in the Power Kit or charging accessories that are compatible with Vuse.

Also:

- Never leave your device unattended while it's charging.

- The rating input of the magnetic USB charging cable is 5VDC, 450mA.

- This product should only be connected to a safety extra-low voltage (SELV) circuit rated at 5VDC, 1A.

When do I know it's time to charge my device?

The green LED light will start flashing 10 times to let you know it's time to charge the device. Your Vuse ePod battery may run out before the Vuse ePod cartridge is finished, so don't get rid of the cartridge when charging the device.

How do I dispose of a Vuse device?

eLiquid Pods and Devices are recyclable. You may dispose them in the designated recycle bins

Where are the Vuse eLiquid Pods made?

The Vuse ePod eliquids are made in the USA.

How do I know if my device is on or off?

Take a puff, if the green LED lights up, then it's switched on. The light gradually disappears after you take a puff.

Can I charge my device overnight?

Although the Vuse ePod has been designed with specific safety features, we advise against leaving it to charge whilst unattended or overnight. The device will fully charge in just 80 minutes.

Is the eLiquid pod VG or PG based?

The Vuse ePod eLiquid pods contains both.

How much nicotine is in a Vuse eLiquid pod?

Each Vuse ePod eLiquid pods contains 1.9ml eLiquid, and the total nicotine content depends on the nicotine strength.

Nicotine strength for Vanilla Medley, Golden Tobacco & Blushed Mango flavours is 34mg/ml which gives a total of 64.6mg of nicotine.

Nicotine strength for Original Strawberry & Dark Cherry flavours is 57mg/ml which gives a total of 108.3 mg of nicotine.

When is it time to change the Vuse eLiquid pod?

It's time to change your Vuse ePod eLiquid pod when:

- Your Vuse ePod stops producing vapour.

- You notice a deterioration in the taste or quality of the vapour.

Where is the serial number located on my device?

The serial number is clearly displayed on the back of your Power Kit.

Where can I find a Vuse service center?

Please contact the Customer Care Number: +971-800 8873

Operating Hours are from 10am to 6pm (Sunday - Thursday)

Can anyone use Vuse?

Vuse is designed for adult smokers and adult users of nicotine products. They are not suitable for: people under the age of 21; people who are allergic/sensitive to nicotine; pregnant or breast-feeding women; people who should avoid tobacco or nicotine products for medical reasons; people with an unstable heart condition, severe hypertension or diabetes. Keep Vuse products out of reach of children and pets.

How long will it take for my order to get delivered?

Standard Delivery is next business day delivery

Can I track my order? How?

Unfortunately, you cannot track your order via the website. We are currently working on this option

However, if you would like to know about the status of your order, please contact our customer care number: +971 800 8873

Operating Hours are from 10am to 6pm (Sunday - Thursday)

Can I cancel my order?

In case you want to cancel your order, please contact the Customer Care:

800-Vuse or +971 800-Vuse (8873)

Operating Hours are from 10am to 6pm (Saturday - Thursday)

What do I do if my package hasn't been delivered?

Please contact the Customer Care Number: +971-800 8873

Operating Hours are from 10am to 6pm (Sunday - Thursday)

Can I make a change to an existing order I've made?

Unfortunately, you can not amend your order; however, you can cancel your order and initiate a new one.

Please contact our customer care number in case you want to cancel your order

How should I carry my device on passenger aircrafts?

The European Aviation Safety Agency’s (EASA) guidelines direct passengers who are packing their (Vuse) device in checked luggage to ensure their device is “completely switched off and effectively protected from accidental activation”. Passengers must also ensure their devices aren’t in the same bag as flammable materials, including perfumes. However, the International Civil Aviation Organisation (ICAO) has banned the transportation of vaping devices in checked luggage altogether and 191 countries use ICAO guidelines to make their flight laws. To stay on the right side of both regulations, you should carry your device in your hand luggage, ensure it is completely switched off (and packed in a way that will prevent it from accidentally switching on), and not in the same bag as any flammable items. You should also remember that your flavour eLiquid pods count as liquids when you are passing through security.

How many puffs can I get on full charge?

When fully charged, your Vuse will last for about 190 puffs - although this may vary slightly based on consumption.

Is age verification required to purchase a Vuse device?

We follow all local rules and regulations, so you need to be above the age of 21 to buy the Vuse ePod.

How many Vuse pods do you get in a refill pack?

Each pack contains 2 Vuse pods. You can choose from 5 flavours.

How long does the Vuse pod last?

Puffs may vary depending on consumption, however you should be able to enjoy around 275 puffs.

What's the life of my device?

When you activate your Vuse ePod, the green LED appears.

When your puff ends, this LED light will gradually disappear.

When is it time to change the Vuse eLiquid pod?

It's time to change your Vuse ePod eLiquid pod when:

- Your Vuse ePod stops producing vapour.

- You notice a deterioration in the taste or quality of the vapour.

Does Vuse have a warranty?

All new devices come with 3 months warranty against fault. This means that if your device stops working properly during the applicable warranty period we will replace it for free or give you a refund.

Please read and follow the Post Purchase care steps not to miss the Warranty

Unfortunately, we do not provide warranty on e-liquid pods due to the nature of the product

What does the warranty cover?

All new devices come with a warranty against fault. This means that if your device stops working properly during the applicable warranty period we will replace it free of charge.

Please read and follow the Post Purchase care steps not to miss the Warranty.

What is not covered by the warranty?

This warranty does not cover any faults resulting from fair wear and tear or misuse of the product, including but not limited to:

• Negligence by you or a third party.

• Incorrect use of your product in accordance with the user instructions.

• Unauthorized repairs or other modifications.

• Improper charging of your device (including the use of alternative chargers and charging adaptors).

How do I make a warranty claim?

If you need to make a claim or you think there is an issue with your device, please contact the Vuse Care team on +971-800-8873 or via email to info.mea@vuse.com.

You will be asked to describe the fault in detail and provide order number/proof of purchase, so please make sure you have this information on hand.

• If the product is diagnosed as faulty, Vuse will replace the product for you

• You may be asked to return the faulty device for investigation. Failure to return the defective device if requested may affect your claim

• You might be asked to visit our Vuse Care Center for device replacement

PLEASE NOTE: This warranty does not affect your statutory rights.

What do I do if I received my order damaged?

You can report your incident to our customer care: +971 800 8873

You will be asked to describe the incident in detail, provide order number/proof of purchase and the device serial number located at the back of the device, so please make sure you have this information on hand.

• If the device is deemed faulty, it will be replaced.

• In the event of a replacement, you will be asked to return the faulty device for quality check; failure to do so will invalidate your warranty claim.

Can I return my order for a refund? How?

If you are not happy with your purchase, you have the right to return or exchange your Vuse Order within 14 days of receipt of your order, provided it is in its original condition with originals tags and packaging. All products retuned must be in resalable condition.

-How to make a return claim

-If you want to make a return claim, please contact our Vuse Care team on +971-800-8873 or via email to info.mea@vuse.com.

-You will be asked to present proof of purchase, so please make sure you have this information on hand

-You will be asked to return the device

We reserve the right to inspect the product to make sure it complies with our return conditions.

You might be asked to visit our Vuse Care Center to exchange the item or get a cash refund.

Additionally, because we believe that you should receive the best service possible, you may try the product and if you are unsatisfied, you have the right to return up to one device and one pack of two pods within 7 days of receipt of your order, whether it was purchased via Retail or through our website. You might be asked to visit our Vuse Care Center.

Please contact our Vuse Care Team on +971-800-8873 or via email to info.mea@vuse.com to make a claim

Frequently asked questions

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