XKAH Warranty & Consumer Guarantees (Australia)
XKAH Warranty &
Consumer Guarantees
Manufacturer warranty support and your rights under the Australian Consumer Law (ACL) for XKAH electronic heat-management devices purchased from The Premium Way (TPW) or The Premium Shisha (TPS).
Last updated: 22 January 2026 (AEDT)
Manufacturer Warranty
All manufacturer warranty claims must be lodged through the official XKAH support form. XKAH reviews each submission and will advise next steps.
Do not ship your product until XKAH provides return authorisation (RMA) and instructions. Submitting a claim does not guarantee approval.
Damage or malfunctions caused by improper use, misuse, or failure to properly clean and maintain the device may affect performance and are not covered under the manufacturer warranty.
What the XKAH Form Requires
Batch number location: on the hinge after removing the base (e.g., AYSXX).
Usage Tips & Cleaning Guide
Proper use and maintenance can prevent most issues. Follow these guidelines from XKAH to keep your device performing at its best.
Device Body & Heating Blade
Clean gently with cotton swabs (Q-tips) and isopropyl alcohol or water. Ensure fully dry before use.
Do NOT rinse with water
Base
Can be rinsed with water. Dry completely before reassembling.
Water-safe
Battery
Must not contact water. Wipe with a dry cloth if needed.
No water contact
Packing & Bowl
Use the proper packing method and amount. Ensure the bowl is placed in the correct orientation.
Always ensure all parts are fully dry before using the device again. Support videos are available on the XKAH warranty page.
Warranty FAQ (from XKAH)
Do I need to pay for shipping?
If the issue is a product quality problem covered under warranty, you do not need to pay for shipping.
Do I need to send the product back?
Yes. In most cases XKAH needs to receive the product for inspection before a repair or replacement is approved.
Quick Troubleshooting
Try these steps before lodging a claim:
Fully charge over USB-C; verify the cable and charger
Clean pod and heater area; avoid over-packing
Try a different power outlet; remove extension leads
Allow unit to cool and retry in Classic mode
Australian Consumer Law (ACL)
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
How to Request an ACL Remedy
For purchases from TPW or TPS, reply to your order confirmation email with the subject line “ACL Remedy – XKAH” and include your evidence (photos, video, order details).
Major Failure
You may choose a refund or replacement (and compensation for any reasonably foreseeable loss or damage, where applicable).
Minor Failure
We will arrange repair within a reasonable time. If not feasible, we will replace or refund.
After You Lodge a Claim
Manufacturer Warranty (XKAH)
XKAH may require inspection before approving repair or replacement. Shipping and return arrangements are advised by XKAH. If a claim is not approved (e.g., misuse), return costs may be yours. Outcomes are determined by XKAH.
ACL Remedy (via TPW/TPS)
Major failure: refund or replacement (your choice) plus compensation where applicable. Minor failure: repair first; if not reasonable within time, we will replace or refund.
Warranty Exclusions
The following are not covered under the XKAH manufacturer warranty:
Returns, Change of Mind & Privacy
Returns & Lithium Batteries
Only return a product when XKAH or TPW/TPS provides an RMA. Follow the instructions provided. Do not mail damaged or swollen batteries — contact us for safe options.
Change of Mind
No change-of-mind refunds on used devices or opened consumables (e.g., pods, mouthpieces). Unused, unopened items may be returned in original condition with proof of purchase. This is in addition to your ACL rights.
Privacy & Data
We collect only what's needed to process an ACL request or help you engage with XKAH. When you ask us to liaise with XKAH, we share essentials (contact details, order info, and evidence) solely to resolve your case.
Need help choosing the fastest path? Reply to your TPW or TPS order confirmation with a brief description and we'll guide you.
