Please follow the steps below to obtain service under the 1-Year Limited Warranty:
- Review this Limited Warranty to confirm that your JUUL Device or Portable Charging Case is covered.
- Retain your receipt or other proof of purchase for your records.
- If there is no date of purchase available at the time you request a warranty claim, then the warranty start/end dates will be determined by the date of manufacture included in the product serial number.
- Follow the warranty claim instructions to submit your claim. You will be required to provide your JUUL Device or Portable Charging Case serial number and details of the issues experienced.
- You can also contact the JUUL Care Team on the support site or obtain the Contact Form by writing to Juul Labs at:
- 560 20th Street
San Francisco, California 94107
- You will be required to create an account and age verify online, submit your JUUL Device or Portable Charging Case serial number, and provide details of the problem you experienced.
- 560 20th Street
- You must return your approved-for-warranty JUUL Device or Portable Charging Case to Juul Labs to obtain service on your warranty claim. Juul Labs is not responsible for lost or damaged returns sent by you.
- The JUUL Care Team may request additional details about the device, including pictures or videos, and may attempt to troubleshoot common issues before approving warranty service.
- Purchasers returning devices for repair or replacement will be required to age verify, and Juul Labs reserves the right to deny any warranty claims for purchasers who fail to age verify online. Juul Labs will only honor this Limited Warranty for original purchasers at least 21 years old at the time of purchase.
- Juul Labs also reserves the right to deny a warranty claim if the warranty claim is fraudulent or designed to avoid the age restriction. In the event your warranty claim is removed or deleted, you may request assistance by contacting the JUUL Care Team.
- JUUL.com requires purchasers to be at least 21 years old to purchase products online, and this age restriction also extends to all warranty replacements, regardless of previous age restrictions. Those below the current age restriction will not be serviced.
- Juul Labs will service warranty claims only if the delivery of replacement products is permitted under your state or local law.