Terms & Conditions of Sale

1. How to Place an Order

You may place an order by visiting our website and selecting the products you wish to purchase. Follow the on-screen instructions to complete your order. Once your order is submitted, you will receive an acknowledgment email confirming receipt of your order. However, this does not constitute acceptance of the order (see Section 5).

2. Maximum Order Value

The maximum value for any single order is 200 JOD. If your order exceeds this value, we reserve the right to cancel or modify the order.

3. Maximum Order Amount

For each order, you are limited to purchasing a maximum of 2 Devices, 4 Winston 10-packs, and 4 accessories. This limit is subject to change at our discretion.

4. Territory

These terms apply to sales within Jordan only. We do not ship Ploom products outside Jordan, and orders from other regions cannot be fulfilled.

5. How We Accept Your Order

Our acceptance of your order will take place upon your receipt of our acceptance email, at which point a contract will come into existence between you and us. If we are unable to accept your order, we will inform you via email, and you will not be charged for the product.

6. Product Availability

All orders are subject to the availability of products. We strive to keep our website up to date with current stock levels. However, in rare instances, products may be unavailable after you place an order. In such cases, we will contact you to offer alternatives or to cancel the unavailable items.

7. Pricing

All prices on our website are in Jordanian Dinars (JOD) and include applicable taxes. We strive to ensure that the prices listed on our website are accurate. However, we reserve the right to correct any errors. If the correct price of a product is higher than the price stated, we will contact you for instructions before dispatching the product, or we may reject your order.

8. Payment

We accept payment through Visa, MasterCard, and Cash on Delivery. We do not accept payments through PayPal, Apple Pay, Google Pay, eFawateercom, digital wallets, or cryptocurrency.

9. Your Right to Cancel

You have the right to cancel your order before it is shipped to your address. To exercise this right, you must notify the Consumer Care team in writing or over the phone. If the products have already been dispatched, you will need to return them in their original condition. Once we have received the returned items, we will issue a refund.

10. Refer a Friend

10.1 Definitions:

Referrer: A registered Ploom account holder who recommends a friend to Ploom.

Friend: An individual aged 19 or older, who is an existing adult nicotine user and receives a Referral Code from the Referrer.

Referral Code: A unique code provided by the Referrer to recommend a Friend to Ploom. It offers the Friend a discount of 5 JOD (“Discount”) on their first purchase of a Ploom Starter Bundle, Ploom Device, and accessories or any other rewardgift as communicated by us from time to time.

Referral Date: The date the Referrer sends the Referral Code to the Friend.

10.2 Referrer Requirements:

• Must be 19 or older and an existing nicotine user.
• Must have a registered Ploom account.
• Must obtain the Friend’s permission before referring them and sharing the Referral Code.
• Can make up to 5 referrals, subject to these terms and conditions. If these terms are met, they will receive a gift for each successful referral.
• Must share the Referral Code only via email. The code must not be shared on social media or large-scale sharing platforms. Otherwise, neither the Referrer nor the Friend shall have the right to claim for any gift and/or discount.

10.3 Friends Requirements:

• Must be 19 or older and an existing nicotine user.
• Must not already have a registered Ploom account.
• Must be a first-time purchaser on Ploom.jo and must not have previously participated in the Ploom Refer a Friend program.

10.4 How to Refer a Friend:

• The Referrer can generate their Referral Code through their dashboard.
• The Referrer may share the Referral Code with Friends who are 19 or older and existing adult nicotine users.
• The Friend must create a Ploom account and use the Referral Code when registering and making their first purchase of a Ploom Starter Bundle, Ploom Device, and accessories.
• Once the Friend makes their first purchase, the Referrer will receive a reward.
• Self-referrals or referring the same Friend multiple times are not allowed.

10.5 Referral Codes:

• Each Referral Code can be used only once per Friend, for their first purchase of a Ploom Starter Bundle, Ploom Device, and accessories
• The Friend has 12 months from the Referral Date to redeem the Referral Code, after which it will expire.
• A maximum of 5 Jordanian dinars can be used for each purchase, and the discount cannot be applied to tobacco products; it is limited to devices and accessories only.
• The discount is non-refundable and cannot be used to cover delivery charges if applicable.

10.6 Gifts:

• Gifts can be used for purchases on Ploom.jo. A maximum of 5 JOD can be applied per order, and gifts may not be applicable for purchases of refills (Winston Sticks).
• Gifts are non-refundable, non-transferable, have no cash value, and cannot be applied to delivery charges if Ploom.jo begins charging for delivery.

10.7 Terms and Conditions:

• We reserve the right to refuse a Reward or the use of a Referral Code if we believe there is any abuse or breach of these terms.
• We may amend or terminate the Refer a Friend program at any time without notice. If an alternative reward is offered, we will communicate it to affected customers.
• Any changes or new terms will be available on Ploom.jo. The terms in effect at the time of the referral will apply.

11. Ploom Promise

11.1 Ploom product warranty. To ensure you have the best possible experience with our products, we offer a free 12-month warranty on all new devices purchased directly through our website or from Accredited Retailers. The warranty period begins on the date of purchase and covers faults or defects occurring under normal use.

11.2 How you get your warranty. To claim your warranty, your device must be registered on our website and linked to your account. You must provide proof of purchase to validate the start of the warranty period. Without proof of purchase, the warranty may not be honored.

11.3 How the warranty works. Our warranty covers faults occurring during normal use. If your device develops a fault within the 12-month period, we will replace it at no cost. Each registered device is limited to one replacement for accidental damage and/or fault. Replacement devices will carry a 90-day warranty or the remainder of the original warranty period, whichever is longer.

11.4 How to make a claim against the warranty. If you believe that your products are faulty, please contact our Ploom Care Team or visit our Ploom Store. We will perform a diagnostic with you over the phone or in person to identify the fault and if necessary, we will provide a replacement, or an equivalent product based on available stock. If no persisting faults are detected during diagnostics, then your replacement request will be declined, and we will offer you a replacement at your own cost.

11.5 Warranty exclusions. There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:

• Products which have been purchased more than 12 months beforehand.
  
• Tobacco sticks such as Winston tobacco sticks.
  
• Accessories, including cases, chargers, and docking stations.
  
• Devices purchased second-hand.
  
• Devices misused, neglected, or deliberately damaged.
  
• Devices lost or stolen.
  
• Products used commercially or for business purposes.
  
• Cosmetic damage (scratches, dents, discoloration) that does not affect functionality.
  
• Products tampered with or serviced by non-Ploom-approved retailers.
  
• Any loss or damage suffered beyond the original purchase price of the device.

11.6 Territory. Our warranty only applies to products purchased in the Hashemite Kingdom of Jordan.

11.7 Warranty extensions. The warranty is limited to the original 12-month period from the date of purchase. Warranty periods cannot be extended.

11.8 Accidental damage. If your device suffers accidental and unintended damage that affects the functionality of your device which is not caused by your misuse you may be eligible for a replacement device.

11.9 Accidental Damage limitations. You must take all reasonable precautions to protect your device and use and maintain the device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement device. You are limited to 1 replacement device for accidental damage for each registered device.

11.10 Accidental Damage exclusions. You will not be eligible under this accidental damage warranty if:

• The damage is caused by abuse or misuse, or actual, or attempted, modification or alteration of the device, power surge.
  
• The device has been opened, serviced, modified or altered in a manner not authorized by us.
  
• As a result of the loss or theft of your device.
  
• Cosmetic damage to your device which does not affect the functionality of the device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration.
  
• Battery degradation or failure caused by normal wear and tear and/or usage of the device.
  
• Improper handling, drops/falls, crushing, or liquid contact, damage from fire, flood, or natural disaster or acts of God.
  
• Damages caused due to use with non-compatible product.

11.11 Making a claim under accidental damage. You must report your claim to our Ploom Care Team as soon as possible and provide the following information: (1) the serial number for the affected device; (2) description of the symptoms, problems with or causes of the damage to the device; (3) error messages; and (4) actions taken before the device experienced problems and any steps you took to resolve the problem.