General Terms and Condition of Sale

Last updated: 30 May 2024

Introduction

You have been guided here in connection with sales which is operated by PT Persada Makmur Indonesia, a subsidiary of PT HM Sampoerna Tbk. and affiliate of the Philip Morris International Inc.

What is a “touchpoint”? In these terms, we refer to any method by which you are in contact with us as a “touchpoint”. Some touchpoints are digital – for example, apps and websites.

Who are we? We are PT Persada Makmur Indonesia and/or PT SRC Indonesia Sembilan, a subsidiary of PT HM Sampoerna Tbk. and affiliate of the Philip Morris International Inc. 

What is “device”? “Device” is a unit that houses electronic components and a rechargeable battery. Has a function to provide energy to the heating element in the pod to produce aerosols.

What is “pod”? “Pod” is a closed disposable unit with a mouthpiece that holds the e-liquid, heating elements, and electrical components to connect with the Battery Pack (for disposable pods, the battery pack is already connected and not separated). Its function is to heat the e-liquid to produce aerosol.

How do you accept these terms? If you use the touchpoint and/or place an order through the touchpoint, you accept these General Terms and Condition of Sale (“Terms”). If you do not agree to be bound by these Terms, do not use the touchpoint or place an order. These Terms will be drawn to your attention after you log on (i.e. insert your username and password) to the touchpoint for the first time. These are important provisions relating to your use of the touchpoint: you should read them before using the touchpoint as they are binding on you.

IF YOU DO NOT AGREE TO THESE TERMS, YOU MAY NOT USE THE TOUCHPOINT.

Warranty

We do our best to make sure everything works perfectly, but if it doesn’t you can contact our VEEV Customer Service (1500063) or contact us via email at veevsupport.ID@veev-vape.com to find the best solution to your problem.

The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights), repair or replace the VEEV ONE™ device which is defective in terms of material or workmanship when used in accordance with the associated VEEV ONE™ User Guide and which are subject to a valid voluntary warranty claim. Replacement will be provided with a product or respective component of equivalent functionality. To the extent permitted by local law, the replacement color and/or model are subject to such color and/or model availability. The provisions of this warranty are only valid in the country of purchase.

VEEV devices that get an official warranty:

1. Every VEEV ONE™ device purchased at IQOS STORE Indonesia, VEEV OFFICIAL STORE and www.veev-vape.com.
2. For every VEEV ONE™ device purchased at official partners.

We are pleased to offer a 12 (twelve) months warranty from the date of purchased on the device bought from IQOS STORE Indonesia, VEEV OFFICIAL STORE, www.veev-vape.com or official partners.

Registration of your product serial number and date of purchase on the website above for your relevant market is recommended for faster service, without presenting a proof of purchase. If you choose not to register your product, please ensure you have your proof of purchase before making a warranty claim. The warranty claim may be refused if the proof of purchase is not available, has been altered, or is illegible.

Where applicable, in the absence of the proof of purchase or product registration, the company reserves the right to voluntarily apply the warranty duration of 12 (twelve) months starting from the manufacturing date of product in question. This warranty only covers VEEV ONE™ device.

Our warranty provides cover against faults and breakage during normal use. This means that if your product develops a fault during the warranty period, we’ll arrange for it to be replaced free of charge.

During the warranty period, if your product stops working properly, and this is not because of one of the reasons listed below in “What’s not included?”, check any user guides contained in the product packaging.

If you still can’t resolve the issue, please contact our VEEV Customer Service (1500063) or contact us via email at veevsupport.ID@veev-vape.com. You’ll need to provide us with details of your product and the date of purchase. We can perform a brief fault diagnosis with you over the telephone, to attempt to identify the root cause of the issue. If this diagnosis suggests a manufacturing fault, it may be possible to ship a new replacement item out to you immediately.

When making a claim under this voluntary warranty, you must:

• Follow the support procedures specified by the service provider (problem determination, resolution, product return);
• In case of replacement, return the defective product as instructed by the service provider;
• In case of replacement, before returning the defective product, remove any customization accessories purchased separately from the product.

Once we’ve received the product, and it doesn’t fall under “What’s not included?" below, we’ll replace it with a product of equivalent specification. If no equivalent product is available we‘ll discuss an alternative remedy with you. We’ll always do our best to make sure that you’re satisfied with the outcome.

What’s not included?

There are some specific exclusions from our warranties, as follows:

• Uninterrupted and error free functionality of the product.
• Malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product.
• Cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product.
• Damage caused by misuse, power surge, improper handling, liquid contact or fire.
• Malfunction due to use with non-compatible product, manufactured either by Philip Morris International or third party manufacturers.
• Damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer.
• Damage or malfunction caused by failure to use as described in the associated VEEV ONE™ User Guide or in contravention of the firmware license agreement.
• Product battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*
• Product containing fully or partially non-genuine parts.
• Product for which serial numbers have been removed or altered.
• Any malfunction caused by your product not using the latest version of the firmware, unless these malfunction have occurred due to a defect in materials and workmanship. Note that in accordance with the terms of the firmware license agreement (which is available on the website above for your relevant market), the firmware is provided “as-is,” without any warranty.

*For more information about battery performance or available features for your product, please consult www.veev-vape.com. 

This does not affect your statutory rights.

Recycling

If you’re buying a new electrical item from us, we will recycle your old one for free. We’ll then store it and dispose of it in an environmentally sound way. Just hand in your old device at the designated collection point.

Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin. Any of our products marked with a crossed-out wheeled bin symbol on the packaging can be recycled.

Payment Method

We reserve the right not to accept any orders received by us. Non-acceptance of an order may be a result of one of the following:

• The product you ordered is unavailable from our stock.
• Our inability to obtain authorization for your payment and/or suspected fraud.
• The identification of a pricing or product description error.
• Our inability to deliver to your specified delivery address.
• You are not meeting the eligibility criteria set out in These Terms, including us suspecting that you are not 18 years old and above.
• We implement a maximum transaction quota for every IQOS STORE Indonesia, VEEV OFFICIAL STORE and www.veev-vape.com member, which is 5 devices and 5 pods per transaction. IQOS STORE Indonesia, VEEV OFFICIAL STORE and www.veev-vape.com have the right to cancel your order without prior notice if the order does not comply with the Terms and Conditions of Sale.

All payments for your order must be in Indonesian Rupiah and made through the preferred payment channel provided by DOKU or any preferred payment available in marketplace as well as IQOS STORE Indonesia. You must pay the total amount charged for your order (including any applicable taxes, transfer fee and service charges) and confirm the payment within 2 x 24 hours since we receive your order. If you fail to make and confirm the payment within that time, your order will be cancelled automatically and you will have to repeat your order.

Any refund request for the order can only be done should there is any system error for example double credit. Each refund’s case will be reviewed by our team before we proceed with the refund.

Delivery

Following confirmation of payment, delivery of the product(s) shall be made to the address specified in your order. You will be sent a confirmation email as soon as your order has been processed. Delivery will be made by our third party delivery service provider, using ‘same day’ service or regular service using other reputable courier services. Product(s) orders placed and confirmed to have been paid before 8:00 p.m. Western Indonesian Time (excluding public holidays) will be shipped the same day. Product(s) orders placed and confirmed to have been paid after 8:00 p.m. Western Indonesian Time (excluding public holidays) will be shipped the next day. Delivery cost is included in your total charged amount. We will immediately inform you if we are unable to ship you the product(s) on time.

Upon the delivery of the product(s) to the designated address, you are responsible to ensure that the person receiving and signing the receipt of product(s) delivered is already 18 years old and above.

You agree to inspect the product(s) for any obvious faults, defects or damage before you sign for delivery. You need to keep the receipt of the delivered product(s) in case of future reference to us about it.

Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provided us and arrange for cancellation of the order, or delivery to an alternative delivery address.

Product Replacement

If the product delivered is not the product you ordered, faulty, defect, or damaged, please contact our VEEV Customer Service (1500063) or contact us via email at veevsupport.ID@veev-vape.com within 1 x 24 hours after product(s) delivery has been completed. After we verify your complaint, we’ll ship the new replacement product within 1 x 24 hours. Same delivery provisions will apply. For the avoidance of doubt, we will not charge you for the delivery cost of the replacement.

If the product we send has been received in good condition and in accordance with the order, then the order can not be exchanged or returned.