7-day DOA replacement on defective devices.

01 · What we replace

We replace any Flum device that arrives defective on delivery (DOA) or that develops a manufacturing defect within 7 days of delivery. Replacement is at no cost — we cover the replacement device and the return shipping label.

Qualifying defects include: device won't fire, screen won't light up, juice leaks from the device body, coil produces burnt taste from the first puff, charging port damaged, or device shows clearly malformed packaging on arrival.

02 · What we can't return

Used vape devices cannot be returned for refund — this is a compliance requirement for tobacco/nicotine-adjacent products under US PACT Act and applicable state law. A device is "used" if it has been puffed on, charged, or had its outer plastic seal removed.

We also don't accept returns for:

• Flavor preference (the flavor isn't what you expected — wasn't bad, just not your taste)
• Devices ordered by mistake (wrong flavor selected at checkout)
• Devices that have been opened past 7 days and now have a complaint
• Devices damaged by user misuse (dropped, exposed to liquid, attempted to refill, attempted to disassemble)

03 · How to request a replacement

Email service@flum-vape.com within 7 days of delivery with:

• Your order number (from the confirmation email or your My Account page)
• A short description of the defect
• A photo of the device + the inner box (we use the batch code to track the issue back to Flum)
• Whether you'd prefer a replacement of the same flavor or a different flavor of equal value

We typically reply within 24 business hours (M-F). If approved, we ship the replacement device same-day and email you a prepaid return label for the defective unit. We need the defective unit back so we can return it to Flum for quality review.

04 · Timing + refund window

Replacement devices ship same-day from Greenwood IN once your request is approved. Transit times match the original order (1-3 business days to most US addresses).

If for some reason we can't ship a replacement (e.g. the original device is discontinued — rare), we issue a full refund to your original payment method within 3-5 business days. Card refunds typically post 1-2 business days after we issue them.

05 · Authenticity issues

If your inner-box security code fails Flum's verification portal — meaning the device may be counterfeit — email us immediately at service@flum-vape.com with the code, the device photo, and your order number. We treat authenticity issues as priority-one and will reship a verified-genuine device + investigate the batch with Flum directly. No 7-day limit applies.

To date we've never had a code fail on a device shipped from our warehouse (every batch is verified before it leaves our dock). If you receive a device with a failed code, something happened in transit — and we want to know about it.