Onyx

You have a 2-month warranty on batteries and machines with built-in batteries. There is no guarantee on e-liquids, clearomizers and coils. Our BŌ One devices are excepted and carry a Lifetime warranty. Please read more about Lifetime warranty on our dedicated garanty page for BŌ One.

The warranty does not affect the legal rights regarding warranty and confidence. Legal guarantee means that a product must do what you can reasonably expect from the product.

If you have received a defective product, please contact our customer support, they will gladly help you further.

The right of withdrawal gives you the option to return a product within 14 days of receiving the product without any reason. The 14 days count as reflection time. You may only unpack or use the product to such an extent during these 14 days to be able to assess whether you wish to keep the product. Hygiene products cannot be returned after usage.

If you want to make use of the right of withdrawal, please contact our customer support, they will gladly help you further.

If you want to return a product in one of our stores, take the proof of purchase with you. Without a proof of purchase, it is difficult for us to find out the date and place of purchase. If you like to return a product purchased online, please contact our customer support and mention your order number in the correspondence.

Are you dissatisfied with one of our products or our service? Please contact our customer support, we will do almost anything to get that smile back on your face!

We ship all our orders with PostNL and they are trackable. See our shipping table for an overview of shipping costs and delivery times per country. Depending on your country, shipping costs will be free of charge above a certain order amount. For most European countries this order amount is €100-€200. For ROW we do not charge shipping costs for orders over €300,-.

If your country is not in the lis and you live outside the EU, the ROW price rule will apply (Rest of the World). If you live inside the EU and your country is not on the list then we are not allowed to ship to your country due to governmental restrictions.

Shipping table

There can be different reasons why you would like to return a product:

• Right of withdrawal (14 days)
• A product incorrectly supplied by J WELL
• Dead on arrival
• A repair or replacement under warranty

In all cases of a return, contact our customer support, they will gladly help you further. Also consult our terms and conditions.

The products below are excluded from returns:

• E-liquids if open
• Clearomizers if used (hygiene product)
• Drip Tips if used (hygiene product)
• Coils if no longer in packaging
• All products that have been used

After we’ve processed your order you will receive an email with a Track & Trace code and website link. This applies to both mail and parcel shipments. With your Track & Trace code you can follow the status of your parcel.

Do you want to return a product? Please contact our customer support first, or visit one of our stores. You can hand in the product in-store or you will receive a return form from our customer support to send your product by mail.

All orders placed before 5pm will be dispatched the same day. The delivery time depends on the destination country. If a product is not in stock your order will be dispatched as soon as possible. Check our list for an overview of delivery times per country. You can find this list on our Shipping costs page.