Warranty policy

Effective from 1 September 2026

This Warranty Policy sets out a single procedure for accepting and considering quality claims on devices bought from IE «VR46» on Bigsmoke.kz or in participating Big Smoke boutiques. This initial version covers the ENSO electric hookahs and XKAH electronic bowls listed in Appendix 1.

These goods carry a six-month commercial warranty on the main device, the body, and the electronic and mechanical non-consumable components included in the factory set. Whether a warranty case exists is established after a quality check or diagnostics by the Seller, a supplier, a distributor or an engaged service partner.

1. General provisions

1.1. The Seller and the person accepting claims is the individual entrepreneur Rustem Nurlanovich Mukhtarov, trading as IE «VR46», IIN 910605300019, hereinafter the «Seller», «we» or «Big Smoke».

1.2. This Policy applies together with the Public Offer and the Public Agreement for the retail sale of goods on the Bigsmoke.kz e-commerce website, the manufacturer's instructions and the documents supplied with the particular product.

1.3. The commercial warranty is an additional obligation of the Seller and does not cancel the consumer's mandatory rights. If the manufacturer or distributor has set a longer warranty period, the longer period applies; the Seller does not shorten the manufacturer's warranty.

1.4. The names ENSO and XKAH are used only to identify goods and belong to their respective rights holders. Unless expressly stated otherwise, IE «VR46» is not the manufacturer or owner of these trademarks.

1.5. New brands, models and categories are added to Appendix 1 by a new version. A change to the appendix does not shorten the warranty period of goods bought before the change.

2. Warranty period

2.1. For the goods listed in the current version of Appendix 1, the commercial warranty period is six months.

2.2. The warranty period runs from the day the goods are actually handed to the buyer. The date is confirmed by a cash-register or electronic receipt, order details, a handover record or other reliable proof of purchase.

2.3. For online sales, the period starts on the day the goods are handed to the buyer or their representative. If the goods objectively require special installation or assembly by the Seller, the period starts on the day of that installation or assembly.

2.4. The warranty period is extended by the time during which the goods could not be used because of a warranty defect and were with the Seller for repair. When goods or a component are replaced under warranty, the period for the replacement starts again from the day it is handed over.

2.5. If a defect is found after the six-month commercial warranty has ended but within two years of handover, the consumer keeps the claims provided by law, provided they prove that the defect arose before handover or for reasons that existed before that moment.

3. Scope of the commercial warranty

3.1. The warranty covers manufacturing defects and faults arising during normal intended use in accordance with the instructions, including a confirmed failure of the electronic module, heating unit, controls, battery, connectors, power supply and other non-consumable parts of the factory set.

3.2. The body and load-bearing parts are included in the general six-month period as regards manufacturing defects in materials, assembly or design. Scratches, chips, cracks and deformation that arise after handover as a result of external impact are not a warranty case.

3.3. Reduced battery capacity, changes in appearance, colour or coating, and other signs of natural wear are not in themselves a defect. Complete or premature failure due to a confirmed manufacturing defect is dealt with in the general way.

3.4. Removable seals, gaskets, meshes, mouthpieces and other parts intended for regular replacement are consumables, unless the manufacturer states otherwise. The warranty covers them only for a defect that existed at handover.

3.5. The warranty does not cover tobacco, mixtures, charcoal, liquids or other materials used with the device. Quality claims on them are dealt with separately under the rules for the relevant category of goods.

4. Signs of a warranty case

4.1. A warranty case is a confirmed defect that arose before the goods were handed over, or for manufacturing, design or assembly reasons that existed before handover, and is not connected with the actions of the buyer or third parties.

4.2. During the six-month warranty, the Seller is responsible for a defect found unless it proves that the defect arose after handover as a result of a breach of the rules of use or storage, the actions of third parties or force majeure.

4.3. External signs of use, odour or ordinary residues of use are not in themselves grounds for refusal. Only circumstances causally linked to the reported fault matter.

5. Cases not covered by the warranty

5.1. After a check, the warranty may be refused if it is established that there is no defect or that the defect arose after handover as a result of:

• use other than for the intended purpose or in breach of mandatory requirements of the instructions;
• a fall, impact, pressure, crack, deformation or other mechanical action;
• ingress of water, other liquid, condensation, dirt or corrosion, where the device is not designed for such exposure;
• overheating, prolonged operation without the intended cooling, blocked ventilation or exceeding the permitted load;
• use of an incompatible power supply, cable, voltage, consumable or accessory;
• late cleaning or a build-up of dirt, carbon or tar, where this is what caused the fault;
• opening, repair, modification, resoldering or software changes by the buyer, or interference by an unauthorised person;
• the actions of a carrier or other third party, a natural disaster, fire or other external circumstance;
• natural wear or the end of the service life of a consumable without a manufacturing defect.

5.2. Every refusal must be based on the results of the check and a causal link between the circumstance established and the reported defect. A general reference to signs of use, odour, lack of cleanliness or the condition of the packaging without such a link is not enough.

6. Buyer's claim

6.1. The buyer contacts support or a participating boutique and gives their name, phone number, order or receipt number, brand and model, date of purchase and a description of the fault. Where available, it is advisable to attach a photo or video showing the defect.

6.2. The buyer hands over the goods at the agreed place together with the parts needed to reproduce the fault. The handover is recorded in an Acceptance Record in the form of Appendix 2 or another document with the same information.

6.3. The record notes the appearance, serial or other identification number, completeness, the reported defect, signs of use and the remedy chosen by the buyer. The buyer and the Seller's representative are given the opportunity to check that the record is correct.

6.4. Before handing the goods in for a check, the buyer must stop using them if there are signs of overheating, a short circuit, battery damage, smoke, a smell of burning insulation or any other safety threat.

7. Quality check and diagnostics

7.1. The Seller carries out the initial check itself or passes the goods to a supplier, distributor, manufacturer or service partner. Such a transfer is part of dealing with the claim and does not release the Seller from mandatory deadlines and liability.

7.2. The check establishes whether there is a defect, its nature, its likely cause, whether the conditions of use were observed, whether it can be repaired and whether it is a warranty case.

7.3. The buyer may take part in the quality check or expert examination in person or through a representative. To do so, the buyer states this wish in the Acceptance Record, and the Seller gives the available date, place or other way of taking part.

7.4. If they disagree, the buyer may obtain an independent expert examination at their own expense and submit its result. Costs are allocated as established by law or by agreement of the parties.

7.5. If the check or examination finds no defect, or that the fault arose after handover because of a breach of the rules of use or storage, the actions of third parties or force majeure, the buyer may be charged the actual and documented costs of the check and transport in the cases permitted by law.

8. Decision on the claim

8.1. Based on the results of the check, the Seller issues a decision recognising the warranty case or refusing it, stating the cause established and the available evidence.

8.2. Where a defect is confirmed, the buyer's demand is considered within the remedies provided by law, including free repair of the defect, replacement, a proportionate price reduction or a refund where there are grounds for it.

8.3. The choice of remedy is not decided by the distributor alone. The opinion of the distributor or service partner is evidence of the technical cause and is assessed together with the buyer's demand and the mandatory rules of law.

8.4. If the case is not recognised as a warranty case, paid repair or replacement may be offered only after the price has been stated and the buyer's separate consent obtained.

9. Time limits for consideration and performance

9.1. The Seller gives a reasoned written reply to a written claim within the period established by the legislation of the Republic of Kazakhstan.

9.2. A check by a supplier or distributor must not unreasonably extend the mandatory period for a reply, repair, replacement or refund.

9.3. Defects are repaired with the buyer's consent within the mandatory period. If the parties agree in writing on a different repair period, it may not exceed the maximum period established by law. Extension is allowed only in the manner established by law.

9.4. Where an additional quality check is needed, replacement is made within the period provided by law. Lack of a spare part, equipment or specialist does not in itself release the responsible person from complying with mandatory deadlines.

10. Packaging, documents and identification

10.1. For a claim, it is advisable to keep the receipt, warranty card, factory packaging and all parts of the set. However, the absence of a cash-register receipt or packaging is not in itself an unconditional ground for refusal if the purchase from the Seller is confirmed in another reliable way.

10.2. A missing charger, cable or other part may prevent a full check if it is needed to reproduce the fault. In that case the Seller suggests providing the missing part or agreeing another method of diagnostics.

10.3. If the serial number or identification marking has been removed or altered so that the product and its purchase from the Seller cannot be reliably established, the commercial warranty is considered on the basis of all available evidence.

11. Personal data

11.1. The buyer's data and the device information are processed to register the claim, to communicate, for diagnostics, for transfer to a service partner, to carry out the chosen remedy, to prevent abuse and to comply with the law.

11.2. Processing is carried out in accordance with the Consent to the collection and processing of personal data and the Bigsmoke.kz Privacy and Consumer Personal Data Processing Policy.

12. Final provisions

12.1. This Policy applies to goods included in Appendix 1 on the date of their purchase. Other goods are covered by the manufacturer's warranty, the information on the product page, the warranty card or a separate document, and the mandatory rules of law.

12.2. The Seller may add new brands and models to Appendix 1 and change the procedure going forward. Changes do not reduce rights in goods already bought.

12.3. Nothing in this Policy limits the consumer's rights or the Seller's liability that the law prohibits excluding or reducing. In the event of a conflict, the legislation of the Republic of Kazakhstan applies.

13. Seller's details and contacts

Appendix 1. Warranty periods

to the Bigsmoke.kz Warranty Policy

1. A single six-month period applies to the body and the non-consumable components listed. This version does not establish a separate one-year warranty on the body.

2. If the manufacturer or distributor has documented a longer warranty for a particular model, the longer period applies.

3. Consumables and materials are not covered by the six-month warranty, except for defects that existed when the goods were handed over.

4. Models and other identifiers of a particular product are stated in the receipt, the order, the warranty card or the Acceptance Record. New brands are added by a new version of this appendix.

Appendix 2. Record of acceptance of goods for a quality check

form to be completed for a warranty claim

This form is completed only when goods are handed in for a quality check or for a warranty claim.

Completeness of the goods handed in

□ main device □ power supply □ cable □ bowl □ other parts: ______________________________

Reported defect

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

External condition on acceptance

□ no visible damage □ scratches □ chips □ cracks □ deformation □ traces of moisture □ dirt

Odour, carbon deposits, signs of opening or repair and other features: ____________________________________________

________________________________________________________________________________

Buyer's demand

□ repair of the defect □ replacement □ price reduction □ refund □ other: __________________

Taking part in the check

□ please notify me of the time and place of the quality check or expert examination □ no need to take part

Preferred way of notification: ____________________________________________________________

Confirmation of acceptance

The goods and the parts listed have been accepted for a quality check. This record is not a prior finding that a warranty case exists. The buyer confirms that the description of the external condition and the reported defect is correct.

Findings of the check

Result communicated to the buyer

Date: ____________________ Method: ____________________ Message or document number: ____________________

This is a translation. In the event of any discrepancy, the Russian version prevails.