We strive to provide our customers with the best possible experience, from pre-sales guidance through post-sales customer service. While each situation is different, and very personal to you, our customer, we’ve developed the policies below to ensure the warranty process is handled fairly and consistently. Should you have any questions, please Contact Us and we promise to respond promptly.
Product Operation Issues
Cipher’s primary objective is to ensure that you’re fully satisfied with the operation of the product(s) purchased. If, for any reason, you determine that the product is not working correctly, contact us immediately via our Contact Us page. In order to diagnose the issue, please provide as much detail as possible, including a clear description of the problem that you’re experiencing. The following list of additional information (examples) will help us quickly diagnose the issue:
- Does the device charge?
- Does the device turn on after clicking the power button ‘n’ (typically 3 or 5) times?
- If the device has LEDs for status, do they flash with a specific frequency/sequence?
- If the product is an oil cartridge battery, have you tried at least one other oil cartridge to see if the symptom is the same?
- If you’re not getting as much visible vapor from your dry herb vaporizer, watch this Video before contacting us for further assistance.
NOTE: Most products arrive with a moderate battery charge, but it is always best to fully charge the battery before attempting to operate it.
In the event Cipher determines that the product is not functioning properly, and the product is within the warranty period, you are entitled to a replacement pursuant to our warranty policy.
NOTE: In general, we require pictures and/or video showing proof of the defective operation. As the pixel resolution of mobile phones has dramatically increased, it’s sometimes difficult to take a video, of reasonable length, without exceeding the file size that can be emailed. In this situation, there are a number of safe methods to use for sending large files (through links into the Cloud) to us:
In many cases, we’ll try to advance replace the defective unit, and include a return label, if required, to return the defective unit. The buyer must take reasonable care of all goods in their possession and return them to us, with their original packaging, within seven (7) days from the date the RMA # was issued.
Dead on Arrival
Please inspect your products carefully upon receipt. All DOA, damaged, missing, or wrong product claims must be reported back to Cipher within 72 hours from the time of delivery. It’s your responsibility to check within the time span and notify us of any discrepancy.
International Warranty Details
Unfortunately, due to strict import/export regulations, Cipher is not able to support warranty returns on International orders (outside USA). If your vaporizer arrived defective or has broken within the warranty period, the Cipher support team will help troubleshoot the issue and determine the appropriate course of action on an individual basis.
Exclusions and Limitations
The warranty service does not apply to (a) damage caused by accident, abuse, misuse, flood, fire, earthquake, acts of piracy, or other external causes; (b) damage caused by operating the product outside the permitted or intended use as described by Cipher; (c) a product or part that has been modified to alter functionality or capability; (d) cosmetic damage, including but not limited to scratches, dents, and broken plastic or glass.
IMPORTANT: Warranty applies to original end-user purchaser only and is non-transferable. Warranty does not apply should you purchase through a 3rd-party Reseller such as eBay, Amazon, Craigslist, etc. Our warranty policy only applies to products purchased at www.carrycipher.com, or any of our authorized retailers.
Intentionally opening up or disassembling your device in any way will void your warranty.