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Frequently asked questions

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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.

How long does the battery charge last?

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

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 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.

What's the size of Vuse device?

The overall dimensions of the Vuse ePod (with the eLiquid pods inserted to the device) are: 104.2 mm (length) x 10.5mm (deep) x 19.1mm (width).

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 is 18mg/ml which gives a total of 34.2mg of nicotine

Where is the serial number located on my device?

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

What is the Vuse ePod’s battery capacity in mAh?

The Vuse ePod device contains a Lithium-Ion polymer rechargeable battery with a nominal electrical charge capacity of 350 mAh.

Can I refill the Vuse eLiquid pod?

No, the Vuse ePod is not designed for refilling

Why is my device not producing vapor?

This could be for a few reasons, all of which are designed for your safety and to save your battery charge:

- If the device is on longer than 5 seconds, it automatically shuts down - so you can enjoy it longer.

- Your battery may have run out; it's time to charge it.

- Your eliquid pods may be finished.

- An accumulation of dirt may be affecting connectivity between the device and the eLiquid pods. If so, simply clean it with a dry cloth.

When on charge, why does the LED light stay on?

The LED light stays LIT as long as it's charging. Once fully charged, this light will turn off.

When on charge, why does the LED light appear and then disappear?

When charging, the green LED on the Vuse ePod will appear. When the LED disappears, the Vuse ePod is fully charged and the magnetic USB charging cable should be disconnected.

Why did the LED light on the device flash 3 times?

Your device has a short-circuit protection function. While on, if the device short circuits, the LED light on the device will flash 3 times and the device will shut down.

Why did the LED appear when I was taking a puff?

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

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

What is an electronic device?

Used by adult smokers who prefer a vaping experience, e-cigarettes devices are battery powered electronic devices that hold a liquid containing nicotine. There is no combustion, so the user inhales the liquid's vapour, rather than smoke. Although the nicotine is derived from tobacco, e-cigarettes do not contain tobacco.

How do e-cigarettes work?

An electronic heating element is activated when the user draws air through the device. This vaporises the liquid formulation (often referred to as the eLiquid) and the vapour condenses to form an aerosol, which is inhaled and exhaled.

How do I use Vuse?

Simply open it up and slide the eLiquid pod into place – it will connect itself and stay put automatically; then just close the pod and draw on the device itself. There’s no mess with dripping liquids or filling tanks, just snap in and go.

Where can I find a Vuse service center?

Please contact the Customer Care Number: 800-VUSE (8873)

Operating Hours are from 9AM to 5PM (Sunday - Thursday)

Can anyone use Vuse?

Vuse e-cigarettes are designed for adult smokers and adult users of nicotine products. They are not suitable for: people under the age of 18; 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.

Can I cancel my order?

In case you want to cancel your order, please contact Customer Care number: 800 897 1425 Operating Hours are from 10am to 6pm (Sunday - Thursday). If you’ve paid online, a refund will be initiated on confirmation.

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

Standard Delivery can take anywhere from 1 to 7 days, depending on your delivery address. Our shipping company agent will reach out to verify your address and agree on a time of delivery.

Can I track my order? How?

You will receive an SMS once your order has been shipped and can track its status through the Aramex website.

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

My card was charged but I haven't received an order confirmation. What do I do?

We apologize for the inconvenience. Please get in touch with hypercard to report the issue.

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.

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 18 to buy the Vuse ePod.

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 and chargers come with 6 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 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 800 897 1425 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 or give you a refund.

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

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

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

Please contact the Customer Care Number: 800 897 1425
If we fail to deliver your order within 15 days from date of order confirmation, you have the right to cancel your order without any charges and any payments made shall be returned to you or re-credited to your account (as the case may be).

What do I do if I received my order damaged?

If your order arrives damaged in any way then please contact the Vuse Care team on 800 897 1425 or via email on info.mea@vuse.com within 7 days of receipt. We reserve the right to inspect the product and determine whether or not we consider the item to be damaged (as mentioned in the response 'Vuse ePod post purchase care'). If we find that it is, you will receive a full refund or replacement.
Damaged delivery does not cover instances of consumer misuse or negligence as specified here.

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 7 days of receipt of your order, provided it is in its original condition with originals tags and packaging. All products returned 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 800 897 1425 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 old order

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

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