Returns & Warranty
CRWN devices are checked before they leave us. On the rare occasion one does not work as it should, we replace it — here is exactly how that works.
What is covered
Manufacturing faults across both the Infinity and Pod System lines: a device that will not fire, will not charge, or fails during normal use. Cover applies to genuine CRWN products bought through authorised channels.
What we need from you
A short video of the fault. It sounds like an extra step, but it is what lets us identify the cause on the spot and send the right replacement immediately rather than after a round of diagnostic emails.
- Film the device failing — a few seconds is enough.
- Send it with your order number to service@crwnvape.com.
- We verify and dispatch the replacement within one week.
Get in touch as soon as the fault appears, and hold on to the original packaging if you still have it — both make the exchange faster.
Who pays the postage
We do, whenever the fault is ours or the product is defective. Where a return is for another reason, the postage back to us sits with the customer.
What is not covered
Opened or used devices cannot be returned simply because you changed your mind — that is a health and hygiene rule, not a commercial one. Unopened stock in its original condition is a conversation we are happy to have. Accidental damage and counterfeit units fall outside the warranty entirely.