Ploom Product Warranty

1. General

Our warranty only applies to products purchased in Malaysia.

To ensure you have the best possible experience with our products, JTI offer customers a free 12-month warranty on all new devices purchased directly from any official online and offline Ploom sale channels. This is not an insurance policy.

In case of defects notified in due time, JTI warrants the delivered products to be free from defects and to function properly for the warranty period of 1 year from the date of delivery. The warranty shall be provided by JTI solely and exclusively in the form of a replacement of equal value.

You will need to ensure your device is linked to your account on our website so that your warranty details are always available. If your device is not registered, you will need to provide proof of purchase in order to claim against your warranty.

Our warranty provides cover against faults during normal use. This means that if your product develops a fault during the warranty period, we will arrange for it to be replaced free of charge. If you receive a replacement device your 12-month warranty renews for the replacement device.

If you believe that your products are faulty, please contact our Ploom Care Team via call at 1800 228 338 or contact us form. We will perform a diagnostic with you over the phone or in person to identify the fault and if necessary we will provide a replacement. If no equivalent product is available, we’ll always do our best to make sure that you’re satisfied with the outcome. If you return a product to us which is not faulty, then we may return the items to you or offer you a replacement at your own cost.

There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:

• Products which have been purchased more than 12 months beforehand.

• Consumables such as tobacco sticks.

• If the product has been used commercially or for business purposes.

• Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected.

• Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item.

• Products that have been tampered with or serviced by a non-Ploom approved retailer.

• Deliberate damage or neglect of the product.

• Secondhand products.

• Accessories such as panels and cases, cleaning sticks and USB cables (except wall adapters and charging docks will be given a 30-day factory defect warranty).

If your device suffers accidental and unintended damage that affects the functionality of your device which is not caused by your misuse you may be eligible for a replacement device as described in this section. In order to receive a replacement device, you must return the damaged device to us. You can do this by contacting the Ploom Care Team and you will be provided with a replacement device of the same type equivalent to a new device in performance and reliability. If a replacement device of the same type is not available, a device which is at least functionally equivalent will be provided as a replacement. We will keep all replaced devices.

You must take all reasonable precautions to protect your device and use and maintain the device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement device. You are limited to 1 replacement device for accidental damage for each registered device (however you can still receive the remaining warranty services until the end of your warranty period).

You will not be eligible under this accidental damage warranty if:

• the damage is caused by abuse or misuse, or actual, or attempted, modification or alteration of the device, power surge;

• the device has been opened, serviced, modified or altered in a manner not authorised by us;

• as a result of the loss or theft of your device;

• cosmetic damage to your device which does not affect the functionality of the device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discolouration;

• damage or failure caused by normal wear and tear and/or usage of the device;

• improper handling, or liquid contact, damage from fire, flood, or natural disaster or acts of God; and

• damages caused due to use with non-compatible product.

You must report your claim to our Ploom Care Team as soon as possible and provide the following information: (1) the 16-digit serial number for the affected device; (2) description of the symptoms, problems with or causes of the damage to the device; (3) error messages; and (4) actions taken before the device experienced problems and any steps you took to resolve the problem.

You must follow the packaging and mailing instructions given by our Ploom Care Team for shipping the affected device to us. Please do not send any accessories that are not supported by this accidental damage replacement, including tobacco sticks. These items will not be returned, and they will be destroyed.

2. 12-Month Extended Warranty Program

By registering your Ploom X device in your Ploom account, we will offer you an extension of your device warranty from 12-month to 24-month with no extra charges. 

The extension will automatically be activated once the device registration is successful. To register your device, you can do it here or you can register in your Account Dashboard under My Devices. This program is exclusively for Ploom members only. Create an account now to enjoy this program. 

This program is subject to change and we have the right to make amends or remove the program at any time by updating this page.