Warranty and repairs

Welcome to HIZEN! We are very sorry that your device is not working properly. Here are the steps you can follow to get help. Before sending in your device, please check our FAQ pageto find possible solutions to common problems. Many technical difficulties can often be resolved through simple steps.
Be sure to check out our Instructions to get your device working again on its own.

Warranty Statement

Your statutory rights remain unaffected. In addition to this manufacturer's warranty, you have statutory warranty rights against the seller from whom you purchased the product. These rights are free of charge and are neither limited nor replaced by the warranty.

Warranty provider: Service & Handel Wüst GmbH, Reinhardtweg 3, 68723 Schwetzingen, Germany. Please send your repairs to our workshop: Service & Handel Wüst GmbH, HIZEN Repair Department, Schubertstraße 36, 68723 Plankstadt, Germany . Email: hi@hizen.de , Phone: +49 6202 5799779

What you're guaranteed. We guarantee that your product is free from defects in materials and workmanship. The warranty applies to devices (vaporizers), grinders, and accessories. Batteries have a shorter warranty period because their capacity decreases with each charge cycle due to technical reasons. B-stock and refurbished demonstration models have the same warranty as new products.

How long it's valid for: 2 years from the date of purchase on devices, grinders, and accessories. 6 months from the date of purchase on batteries. 2 years from the date of purchase on B-stock and refurbished demonstration models.

What's not included. Excluded are wear and tear parts: screens, seals and O-rings, brushes, glass components such as mouthpieces and bubblers, as well as consumables such as dosing capsules and cleaning wipes. Also not covered are damages caused by improper use or negligence, damage from drops, breakage, water damage, devices that have been opened or modified independently, and the use of third-party batteries or chargers.

Where it applies. The warranty is valid in Germany and in the countries of the European Union. For inspection and repair, please send your product to our address in Germany.

How to use our service: Please contact us first – via the contact form , by email to hi@hizen.de , via WhatsApp, or by phone. Include the model, purchase date or order number, and describe the problem. We will usually get back to you on the same or next business day and authorize you to send the product in. Then send your product, along with the completed return form and a valid proof of purchase, to: Service & Handel Wüst GmbH, HIZEN Repair Department, Schubertstraße 36, 68723 Plankstadt, Germany. The four steps are detailed on this page under " How the repair process works . "

What the warranty means for you. If the defect is covered by the warranty, we will repair your product free of charge. You pay for shipping to us; we cover the return shipping within Germany.

Registration. Online registration of your device is not a requirement for the warranty. It is voluntary and also gives you free premium support.