Warranty

3-year limited warranty

Prrl Labs, LLC provides a limited warranty on the Ember™ device against defects in material and/or workmanship under normal use for a period of (3) years from the date of purchase. This limited warranty is transferrable. If a warranty claim is received during this warranty period, Prrl Labs, LLC will conduct one or more of the following actions, at its own discretion, to remedy the situation:(1) Exchange the defective part, or(2) Repair the product defect, or(3) Replace the Ember™ device with a brand new unit

Exclusions and limitations

The Limited Warranty applies only to products manufactured by Prrl Labs LLC. The Limited Warranty does not apply to normal wear and degradation of pipes, batteries, screens, or BudTender™. This Limited Warranty will be considered null and void if it is determined that the Ember™ device is malfunctioning is a result of one or more of the following acts:(a) damage caused by operating the Ember™ in a manner outside of what is recommended or permitted and as described in the user manual;(b) damage caused by product neglect, including the failure to maintain a proper cleaning regimen;(c) damage caused by disassembling, manipulating or altering the device in any way, including changes to the software;(d) damage to the cosmetic appearance of the Ember™ device, including, but not limited to scratches, dents, chipped or broken off parts;(e) damage to the Ember™ device caused by misuse, abuse, dropping, theft, liquid damage, natural disasters or any other external causes.(f) any failure to follow the Safety Instructions provided with this product

Warranty claim instructions

(1) Contact Ember Vapor directly at support@embervapor.com. Our customer service agent will try to diagnose your problem and assist you in resolving it.(2) If it is determined that you need to send your Ember™ device in for further examination, you will need to obtain an RMA (Returned Material Authorization) number and shipping instructions from the Customer Service Representative.(3) Please include a copy of your original sales receipt, any e-mail correspondence and RMA number with your shipment.(4) Buyers are responsible for all shipping costs associated with the warranty process.(5) Tracking numbers and signature are suggested as Prrl Labs, LLC is not responsible for lost, misaddressed, or stolen shipments.(6) If, after inspecting your device, we determine that your unit has no defects and is working as intended, you will be charged a $30 servicing fee plus all associated shipping fees.

Return Policy

7-Day return policy

We accept returns of most Ember Vapor purchases within seven (7) days of the original delivery date, less a 15% re-stocking fee. The product must be unused and in its original factory-sealed condition to be eligible for return. We cannot accept returns of any used products unless it’s determined by our Customer Service Department that the item may be defective in some way. All returns must be accompanied by a Return Materials Authorization (RMA) number; otherwise, they will be refused and returned back to the shipper. If your Ember unit is not working, please take the following steps for resolution. 

Please note: the warranty inspection and repairs process can take from 10-14 business days, depending on scheduling and the availability of parts required.

The Ember™ can only be  shipped within the U.S. and Canada.  Warranty service and returns will only honored within these geographical locations.

Return instructions

(1) Contact Ember Vapor directly at support@embervapor.com. Our customer service agent will respond within 24 hours and assist you in resolving your issue.(2) If it is determined that you are eligible to return your Ember™, you will need to obtain an RMA (Returned Material Authorization) number and shipping instructions from the Customer Service Representative.(3) Please include a copy of your original sales receipt, any e-mail correspondence and RMA number with your shipment.(4) Buyers are responsible for all shipping costs.(5) Tracking numbers and signature are suggested as Prrl Labs, LLC is not responsible for lost, misaddressed, or stolen shipments.