Paid Repair Service

Please Note:

• Do not open or attempt to repair the device yourself. 

  ► This voids your warranty and poses a safety risk.

• We do not provide loaner units during repair.

Paid repair includes:

• Repair of reported malfunction
• Replacement of worn components (e.g., seals, screens)
• Deep cleaning and final factory inspection

• Due to regulatory or political conditions, we are currently unable to offer repair services in the following countries:

Countries we´re unable to offer repair service

• Brazil:
  A new resolution bans electric smoking and vaping products, which unfortunately includes our devices.
   
• Russia/Ukraine:
  Export/import restrictions prevent us from receiving or sending repaired devices.
   
• Australia:
  Household device repairs are no longer available due to national reforms. However, medical VAPORMED vaporizers are exempt and can still be supported via authorized pharmacies.

💡We recommend reaching out to your original retailer for assistance if you are located in one of these countries.

The cost depends on the selected repair case, which you choose based on the defect (e.g., Heating, Electronics, Air Management). 

►  If the wrong repair is purchased, our team will contact you to find the best solution.

• Payment options:
  ►  Credit card (Visa, MasterCard, AmEx)
  ►  Bank transfer (account details will be provided)

1. Registration of your device in the customer account

💡 Attention: We have a Medical (VAPORMED) and a Household (STORZ & BICKEL) Product Line.

Log in to your customer account.
Go to "My Devices" and select "REGISTER DEVICE".
Fill in all information to register your device and select "Submit".  ►  Upload valid proof of purchase  (invoice with date and model).    ►  Without this, registration will be rejected.
You will receive a confirmation e-mail once the registration of your device was successful. This can take up to 72 hours.
Once the device has been registered, the customer account will indicate whether the device is under warranty  or out of warranty. Depending on that, choose "Initiation RMA" if it is under warranty or "Buy Repair" if it is out of warranty.

2.  Choose the defective device and select "Buy Repair".

3. 

4. Choose the repair case which fits best to the defect of your device.

   💡 If you are unsure which repair case is right for your device, take a look at the overview below.

5. Choose the serial number you want to buy a repair for and select "ADD TO CART".
6. Follow the instructions of the check-out process.

VOLCANO HYBRID

	Error Description
Electronics	Bluetooth connection problems Device shows error code: bl 000 Display does not work Display is unreadable
Heating	Device does not heat Device heats inconsistently Device does not reach set temperature Device shows error code: ERR02r, ERR04n
Air Management	Housing bottom is damaged No or insufficient airflow Air pump does not work Noisy air pump
Housing (Upper part)	Housing top is damaged or scratched Display is scratched

VOLCANO CLASSIC

	Error Description
Switches	Switch is damaged Switch is unresponsive
Heating & Electronics	Device does not heat Device heats unconsistently Device does not reach set temperature Loose heating unit
Air Management	Housing bottom is damaged No or insufficient airflow Air pump does not work Noisy air pump Power cord defective
Housing (Upper part)	Housing is scratched or damaged

MIGHTY(+)

	Error Description
Flat-charge	For all types of defects

CRAFTY+

	Error Description
Flat-charge	For all types of defects

PLENTY

	Error Description
Flat-charge	For all types of defects