Lifetime halogen bulb replacement
For every candle warmer purchased, members can receive one free replacement halogen bulb per warmer each year for life. This service is available once the warmer has been owned for at least one year and applies retrospectively to orders from 1 January 2024.
Eligibility
- Your candle warmer was purchased at least one year ago.
- One replacement halogen bulb per warmer per year.
How to apply
- Complete the VANA Lifetime Halogen Bulb Replacement application form linked at the end of this page.
- Then contact our website customer service or LINE team so we can confirm eligibility and arrange the service.
Redeeming your replacement
On our website: customer service will provide a dedicated discount code. Add a halogen bulb to your cart and enter the code at checkout to redeem it free of charge.
At a VANA-operated store: customer service will provide a dedicated discount code. Show this code at the store to collect your replacement bulb.
Candle warmers · one-year warranty
VANA offers a one-year warranty for candle warmer faults not caused by user damage. Warranty registration is required to receive coverage.
Registration
- After purchase, complete the VANA Candle Warmer Warranty Registration form linked below.
- Coverage lasts one year from the invoice date once registration is complete.
This applies retrospectively to orders from 1 January 2024. Warranty service cannot be provided without the online registration form.
Coverage and return contents
Coverage is limited to faults in the product itself arising during normal use. If the item qualifies for replacement due to a fault not caused by the user, return all of the following:
- The product itself.
- The original packaging box.
- The instruction manual.
- All included contents, such as the supplied bulb.
For an eligible warranty claim, each party pays for shipping in one direction. If the claim does not qualify, the customer pays shipping in both directions and we will arrange to return the item.
For purchases from our website or an e-commerce platform, record the entire unboxing process. If there is a problem, submit a claim with the video within seven days.
Making a warranty claim
Sign in to your website member account and send an order message, or email hello@vanaliving.com. Please provide:
- The email address used for warranty registration.
- The last ten digits of the purchaser’s mobile phone number.
- A description of the problem, with photos or video.
Shipping and assessment
- After customer service confirms the information, pack the item carefully and send it back. Damage during return transit is not covered.
- We will assess warranty eligibility after receiving the item.
- If the claim qualifies, we will send a replacement.
- If it does not qualify, we will contact you and help arrange the return of your item.
Wooden aroma diffusers · six-month warranty
Each VANA wooden aroma diffuser has six months of coverage for faults not caused by user damage. Complete warranty registration after purchase to receive this service. The warranty runs from the invoice date; service cannot be provided without registration.
Coverage and return contents
Coverage applies only to faults in the product itself under normal use. For an eligible claim, return the complete contents:
- The product itself.
- The original packaging box.
- The instruction manual.
- Included contents such as any supplied bulb.
For an eligible claim, each party pays shipping in one direction. If the claim does not qualify, a shipping charge will be collected before we help return the item.
For website or e-commerce purchases, record the entire unboxing process and report any problem with the video within seven days.
Making a warranty claim
Contact us through an order message in your website member account or email hello@vanaliving.com. Provide the email address used on the warranty form, the last ten digits of the purchaser’s mobile number, and a description of the problem with photos or video.
Shipping and assessment
- After customer service confirms the information, pack the item carefully and send it to the specified address.
- VANA will assess eligibility when the product arrives.
- For an eligible claim, we will send a new replacement product to your specified address free of charge.
- If the claim does not qualify, we will collect the delivery fee and help return the item.
Not covered by the diffuser warranty
- Damage from natural disasters, external force, modification, misuse or failure to follow care instructions.
- Faults caused by oils from other brands, blends containing carrier oils, or more viscous essential oils such as benzoin, myrrh and sandalwood.
- Damage caused by adding water to the diffuser or exposing its body to water.
- Damage or blockage caused by inserting tissues, cotton buds or brushes into the glass nebulising cup.
- Broken or damaged glass. Please handle glass carefully.
- Consumable items, including power cables, USB cables and tungsten bulbs.
Service outside Taiwan
Warranty service is provided locally in Taiwan. Coverage still applies if the product is used overseas, but the customer is responsible for international shipping in both directions.
For questions, contact our website customer service or official LINE team.
