Warranty Service

ThunderHead Creations is dedicated to providing you with the best quality products. Making our customers satisfied with their purchase from us is an important part of our service. If you’re facing any warranty issue, please contact us as early as possible.

1. What kinds of warranties does ThunderHead Creations supply?

We offer 90-Day Limited Warranty, for all ThunderHead Creations hardware devices. The warranty starts from the day the package is signed up. After you receive it, please check if there is any quality problem.

2. Do I need to send defective products back?

To save your shipping fee, there is no need for you to send these defects back. The following information needs to be provided when asking for replacements:

1. Defective description:
2. Order number/date:
3. Serial number and warranty code:
4. Product name and quantity:
5. Defective Video or pictures:

Note01: Video/video links or pictures must be straight to the point and show the problem clearly.

NOTE02: The 90-Day Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassembly, customized modification, or user-error. Furthermore, consequential and incidental damages are not covered under this warranty.

NOTE03: When defects are found, please inform your sales representative or email us at service@thunderheadcreations.net. We will solve your problem as soon as possible.

3. What do I need to pay attention to when I am using or selling?

1. Keeping records (serial number) of products;
2. If you are seller, please remind your customers to keep the package of products and give you feedback of broken items and asking your customers to provide evidence of broken items.

4. How do I handle the item is not the one ordered?

If the items received are not the ones you ordered or not as described, please show us all the products you have received by pictures or videos, and the numbers and logistics sheet on the outer box, then contact us. We will get back to you within 24 hours in business days.

5. When will ThunderHead Creations send me a replacement?

1. Generally, we will ship the replacements along with your new orders after receiving your defective products information and confirming the problems.
2. Sometimes when the replacement is not available, we will ship your order out first in case any shipment delay and send you the replacement along with your next order.

Delivery Issue Policy

Damaged, Missing or Wrong Item claims must be reported back to us within 48 hours from the time of delivery. Please inspect your items carefully upon receiving them, it is your responsibility to check within the time span and notify us of any problem. You may be requested to send us Unboxing videos/pictures to show us the problem clearly.

NOTE: Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and are not covered by warranty.

Return Policy

For orders shipped from China, in any cases, we don’t support returns, as we are unable to import e-cig in China based on the new vaping law here. So we also don’t support customers to exchange products after shipping.

Refund Process

Refund may be issued back to the original payment (Credit card, debit card, etc) or as store credit. ThunderHead Creations is not responsible for refunds to a Prepaid Card or a cancelled credit card in the event the cardholder no longer has possession of.

If there are any questions, please chat with us online or email us to service@thunderheadcreations.net.