Warranty36 months of protection — on every device.
Three full years of warranty on every device you buy at BallvapeShop. An independent dealer warranty that we provide on our products by conviction — longer than any legal requirement.
Our promise
36-month BallvapeShop warranty
On every device in our range — automatically active from the ship date. No registration, no activation, no account needed. We know our products, we know our customers, and we stand behind them for three years.
This warranty is a voluntary service from BallvapeShop and exists in addition to your statutory warranty rights. Those are neither replaced nor restricted by this warranty.
Same-day spare-part shipping
What good is a warranty if you then wait weeks for a spare part? We replace defective parts as fast as we ship new goods — no detour via China, no weeks of email ping-pong, no bureaucracy.
Submitted a valid warranty claim before 3 PM ? Your spare part ships the very same business day with DHL — completely free of charge.
For claims after 3 PM: shipping the next business day.
What we replace under warranty
For individually defective components we send you the spare part — you don't have to send the whole device in. Specifically, we cover:
Electronic components
- ✓PID controllers (Classic, Dual, Micro)
- ✓Heating coils (20 mm WOHW V1, 25 mm WOHW V2, all EU voltages)
- ✓Wireless dock (WOHW V2)
We also cover all mechanical components, of course — wood handles, heater housings, titanium and stainless steel parts, glass tops and bowls, tools and accessories. In our experience these parts practically never fail, which is why we don't list them individually here. If something does break or warp, just let us know — we'll handle it.
Depending on the defect we either replace individual components or the whole device — in both cases with tested replacement or repair parts from our stock. We pick the fastest and most sensible solution for your specific case, based on type of defect, stock availability and effort.
How to file a warranty claim
- 1
Get in touch
By email at info@ballvapeshop.de, by phone at +49 39203 218116 or directly via the live chat on the website. You don't need an order number — we find you by your email address.
- 2
Describe the problem
One or two sentences are enough. Example: "PID has shown Error 02 for three weeks, won't reset." If the defect is visible (broken, deformed, discolored), a photo helps us decide quickly — a short video is best, especially for electronic defects or intermittent issues.
- 3
We review
Usually within a few hours, latest within one business day, you'll hear back from us. In most cases we decide right from your description — there's no ticket system, just someone from the team replying personally.
- 4
Same-day shipping
If your claim arrives before 3 PM and is valid, the spare part ships out to you the same business day with DHL. Shipping: free. Included: a DHL return label for the defective part — that's on us too.
What the warranty covers
- ✓Material and workmanship defects
- ✓Defects in the heating element, PID controller, switches and connectors
- ✓Premature failure outside the expected service life
- ✓Defects from normal, intended use
- ✓Electronics issues (display errors, switch contact)
- ✓Defects on included accessories (wireless dock, tools, cables)
What it does not cover
- ×Mechanical damage — drop, impact, water ingress, etc.
- ×Wear on screens
- ×Frayed cable sleeves
- ×Breakage of glassware (glass top, bowls, adapters), if the breakage occurred after delivery
- ×Hardware modifications (e.g. replacing the power connector)
- ×Damage from non-recommended substances (e.g. liquids, wax, oils)
- ×Consequences of improper cleaning (e.g. dishwasher damage)
Warranty terms
The terms below govern the voluntary BallvapeShop warranty bindingly. They apply to every purchase made after they take effect.
§ 1 Warrantor
The warrantor is BallvapeShop, owner Jonas Meyer, Schulstraße 6, 39179 Barleben, Germany (address per the imprint). The warrantor is liable, within the scope of these terms, exclusively for the services promised here.
§ 2 Scope
This warranty is granted exclusively for devices purchased directly from BallvapeShop (via the website ballvapeshop.de) and shipped to a delivery address within Germany or one of the listed EU countries. It applies to private and business customers, as long as the buyer is the end user of the device (no resale).
§ 3 Warranty period
The warranty runs 36 months from the date the device was shipped from BallvapeShop (ship date). The DHL ship date in our shipping system is authoritative. This rule guarantees an unambiguous start of the warranty period, without the buyer having to register or activate the device — you don't have to do anything, the warranty runs automatically.
§ 4 Warranty scope
If a defect covered by this warranty occurs during the warranty period, BallvapeShop fulfils its obligation, at its own discretion, by:
- Free replacement of the defective component with a tested replacement or repair part
- Free repair of the device or component
- Free exchange for an equivalent, tested replacement or repair device
BallvapeShop chooses the specific way of fulfilment (component swap, repair or full swap) based on type of defect, stock availability and effort. There is no claim to a brand-new device under this warranty.
The purchase price is not refunded under this warranty. A refund can only be claimed under statutory warranty law.
§ 5 Conditions for claims
Conditions for using the warranty are:
- Original purchase at BallvapeShop.de
- Proper use according to the supplied manual and the manufacturer's recommendations
- No independent modifications or repairs by the buyer or third parties
- Use exclusively of plant-based, non-liquid substances (no liquids, wax, oil, concentrates)
- Claim within the warranty period after the defect appears
§ 6 Exclusions
Excluded from the warranty are in particular:
- Mechanical damage — drop, impact, water ingress, etc.
- Damage from use of non-approved substances (e.g. liquids, concentrates, oils)
- Wear on screens
- Frayed cable sleeves
- Breakage of glassware (glass top, matrix bowl, adapters) if the breakage occurred after delivery — i.e. was not already present on receipt. Transport damage, on the other hand, is of course covered if reported promptly after receipt.
- Defects caused by intervention, modification or repair by the buyer or third parties without explicit permission from the warrantor
- Defects caused by power fluctuations outside specified EU normal conditions (220–240 V / 50 Hz)
- Consequential or incidental damages, e.g. lost use, or damage to third-party items
§ 7 Filing a claim
Warranty claims must be filed with BallvapeShop without undue delay after the defect is discovered. Claims are filed in writing by email to info@ballvapeshop.de or by phone at +49 39203 218116. It is enough to state the email address used at order time, a brief description of the defect and — if reasonable — a photo of the damage.
§ 8 Shipping costs and same-day service
For valid warranty claims BallvapeShop covers both inbound and return shipping in full. If the claim arrives on a business day by 3:00 PM (Europe/Berlin), the spare part or replacement device ships the same business day with DHL. For claims after that time, shipping is on the following business day.
§ 9 Relation to statutory warranty
The BallvapeShop warranty is a voluntary additional service from the warrantor. It exists alongside the buyer's statutory warranty rights (in particular §§ 437 et seq. BGB) and does not restrict them in any way. The buyer can assert statutory and warranty rights independently of each other.
§ 10 Warranty period after replacement
A service rendered under this warranty (repair or replacement) does not restart the warranty period. The original 36-month period continues on the spare part or replacement device. Newly installed components receive a minimum residual period of 12 months from the date of shipment.
§ 11 Transferability
The warranty is not transferable and applies exclusively to the original buyer. On resale of the device the warranty for the first buyer ends and no warranty arises for the subsequent buyer.
§ 12 Applicable law
These warranty terms are governed exclusively by the law of the Federal Republic of Germany. The UN Convention on Contracts for the International Sale of Goods is excluded.
§ 13 Severability clause
Should individual provisions of these warranty terms be or become invalid, the validity of the remaining provisions remains unaffected.
§ 14 Effective date
Effective: April 2026. BallvapeShop reserves the right to adapt these warranty terms for future purchases. For purchases already made, the version valid at the time of purchase applies.
Frequently asked questions
Do I have to pay for shipping?
No. If the claim is valid we cover inbound and return shipping in full. We send you a DHL return label for the defective part and ship the replacement at our cost.
Do I need the original invoice?
Not strictly — we find your order by your email address. If you have it on hand, feel free to send it along; that speeds the process up by a few minutes.
What happens after 36 months?
We're glad to help even after the warranty expires — many spare parts can be ordered cheaply directly from the shop, often even below cost. For bigger defects we'll advise you on repair or a fair upgrade offer.
What if the device can be repaired instead of replaced?
For devices that can be repaired on the spot (e.g. loose contact at the PID, defective switch), you'll often get the spare part plus a brief instruction — that's usually faster than sending in the whole device. For bigger defects or if you feel unsure: we replace the entire device.
Does a warranty case extend the warranty period?
No. The original 36-month period continues on the spare part or replacement device (see § 10). For newly installed parts we grant a minimum of 12 months from shipment.
Does this also apply to TerpChasers Club devices?
Yes. The 36-month BallvapeShop warranty applies to every device you buy from us — CrossingTech as well as TCC, daily drivers as well as limited drops.
Do I have to register my device for the warranty to apply?
No. With shipment from us the warranty is automatically active — no registration, no sign-up, no account required. We know from your order when the device shipped and therefore when the 36-month period runs.
Still have questions? Write to us directly.
Mon–Fri 10am–6pm · Direct contact, no ticketing system
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