We want every BIMO device to feel right from the first use. Because joinbemo fulfills orders locally in Tehran through WhatsApp / email and face-to-face or cash-on-delivery (COD), our policy is simple and focused:
We only accept returns or exchanges for confirmed product quality issues.
We do not offer returns or refunds for change of mind, preference of flavor after normal use, or cosmetic wear from everyday handling.
What qualifies as a quality issue
You may request a return or exchange if the product has a genuine defect, for example:
- Leaking e-liquid / oil leakage
- No vapor or the device will not activate as expected
- Abnormal taste (burnt, chemical, or clearly wrong vs. the labeled flavor) under normal use
- Other manufacturing faults that prevent normal use (e.g. broken screen that fails on arrival, sealed unit that does not work out of the box)
If you are unsure, message us with a short description and photos or a brief video — we will confirm whether it qualifies.
What is not covered
We cannot accept returns or exchanges for:
- Change of mind after purchase
- Disliking a flavor after the device has been used normally
- Damage from drops, liquid ingress from misuse, unauthorized repair, or modification
- Empty or near-empty devices after substantial use (unless a clear manufacturing fault is shown)
- Missing original proof of purchase / order reference when we cannot verify the transaction
How to request a return or exchange
- Contact us on Whatsapp or email as soon as you notice the issue — ideally within 48 hours of receiving the product.
- Please share:
Your name and order / chat reference
Product name and flavor
A clear description of the problem
Photos or a short video of the defect (leak, no vapor, etc.)
- We will review and reply with the next step: exchange for the same item, a suitable replacement, or another agreed resolution for a confirmed quality issue.
Do not discard the device or packaging until we confirm the outcome.
Inspection and resolution
Quality claims are reviewed case by case.
A confirmed defect is typically resolved by exchange or replacement arranged for a face-to-face meet-up or COD handoff in Tehran at an agreed time.
joinbemo does not process card / online payment refunds as a default method, because orders are completed locally without online checkout payment.
Time window
Please report quality issues promptly after receipt (within 48 hours is recommended). Claims made long after delivery may be declined if we cannot reasonably verify the defect or usage condition.
Need help?
For quality issues or questions about this policy, contact us via WhatsApp or email (see our Contact Us page). We aim to reply with care and clear next steps.
