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In-Store POS

Terms of Service

Effective Date: May 28, 2019

Welcome to the point-of-sale system at JUUL Labs controlled retail (the “POS System”), a service owned, operated, or controlled by JUUL Labs Canada, Ltd. (“JUUL Labs,” “JLI,” “we” or “us”). JUUL Labs has adopted these Terms of Service to govern your rights and obligations as a customer (“you” or “customer”) when you visit a JLI Retail location or purchase JUUL products through Canadian retail outlets or facilities controlled by JUUL Labs (each, a “JLI Retail”).

If you do not agree to these Terms of Service, you may not enter a JLI Retail location or make a purchase in JLI Retail.

1. What are these Terms of Service?

These Terms of Service explain JUUL Labs’ (i) collection, storage, use and disclosure of the personal information you provide to us through the POS System, (ii) restrictions that JUUL places on the number of devices and products that you may purchase as part of our efforts to prevent fraud and underage use, and (iii) return and resale policies that govern products purchased through the POS System.

2. Why do you need my mobile phone number before I can make a purchase?

As part of our continuing efforts to prevent fraud and underage use, we require that you verify your mobile phone number when making a purchase through JLI Retail.

JUUL products can be purchased directly from JUUL Labs: from or through JLI Retail. To help prevent unauthorized sales of JUUL products, we do not allow bulk purchases.

Each customer is limited to the following purchases (“Purchase Limit”):

  • 2 JUUL Devices and 15 JUULpod packages per month;
  • 10 JUUL Devices annually; and
  • 20 JUUL accessories per month.

You agree not to sell, resell, distribute or make available to others, or otherwise use or exploit for any commercial purposes (including, without limitation, in contests, sweepstakes and/or giveaways) any portion of any JUUL products or services purchased from JLI Retail or otherwise obtained from JUUL Labs or a JUUL Labs representative without prior written permission of an authorized representative of JUUL Labs. Any person or entity that sells, resells, distributes or makes available to others, or otherwise uses or exploits any JUUL products or services for commercial purposes without such prior written permission will void the product warranty and may be subject to civil action and/or criminal penalty, as prescribed by law.

3. What will you do with my mobile phone number?

We will ask you to verify your mobile phone number with us so that we can monitor the number of purchases of JUUL products associated with that mobile phone number through JLI Retail and through, to prevent fraud and reduce underage use. We will use this information to ensure that you have not exceeded the Purchase Limit. To make a purchase, you must consent to JUUL Labs’ use of your mobile phone number for this purpose.

To verify your mobile phone number, please follow the instructions on the POS System. By submitting your phone number for verification, you certify that your phone number provided is true and accurate and that you are authorized to enroll the designated mobile number to receive such SMS messages. Standard message rates may apply.


You may also provide personal information to us, such as your name, age or age range, phone number, location, and e-mail address when you are engaging with JLI Retail. We use this information to operate and manage our business, manage future purchases for you at JLI Retail as well as to communicate directly with you, such as send you email messages regarding products or services from JUUL Labs or our third-party marketing partners that we think you may be interested in with your consent or as permitted by law.

All personal information that JUUL Labs collects from you, including your phone number and government-issued identification information, will be used in accordance with the JUUL Privacy Policy.


At JLI Retail in Canada, JUUL products may only be sold to persons who are of legal purchasing age (18 or 19 years of age or older, depending on the province or territory in which the JLI Retail store is located). To make a purchase through JLI Retail, you must verify that you are of legal purchasing age with a valid government-issued identification. JUUL Labs uses a third party service provider to verify your government-issued identification document against publicly-available records to ensure that you are of legal purchasing age. JUUL Labs will not retain information derived from this age-verification process for any time longer than necessary to verify age and ensure compliance with Purchase Limits during your visit.

6. What are the JLI Retail Return Policies?

Please see your receipt or ask your salesperson for information about our return policies.

a. Where applicable, JUUL Labs only accepts return of and/or issue any refund for purchases made at a JLI Retail. Products purchased through an authorized JUUL Labs retailer cannot be returned to JUUL Labs and must be returned and refunded through the location from at which the products were purchased, if permitted.

b. For all purchases of JUUL devices and JUULpods made at JLI Retail, you have the right to return any new unopened and unused item for a refund without giving any reason (up to fourteen [14] days) following the receipt of the item purchased. You must return the item to JLI Retail, with proof-of-purchase (i.e., receipt). If you return such an item, JUUL Labs will reimburse to you all payments received from you, within fourteen (14) days from the day you return the item to JLI Retail.

c. To return JUUL devices purchased at JLI Retail under warranty, they must be in-warranty and have been approved by JUUL Labs Support for return. You may return these devices by shipping them to JUUL Labs in accordance with the instructions provided to you by JUUL Labs Support. If you are claiming warranty for the first time within ninety (90) days from the receipt of the item purchased at JLI Retail, you may request for a JUUL device replacement at JLI Retail. The terms for JUUL device replacement are subject to JUUL Labs’ 1-year warranty provisions. You may contact JUUL Labs Support for further information.

d. JUULpods are not subject to warranty; you may contact JUUL Labs Support for further information.

e. For purchases through JLI Retail automated vending facilities, the above return and warranty policies are limited to purchases where the automated vending facility is located in JLI Retail.

f. Because of the nature of the products sold, for sanitary reasons, JUUL Labs accepts returns of and will issue refunds only for new and unused devices. If the tamper proof seal is broken we will be unable to accept the returned product and we will not issue a refund. Please contact JUUL Labs Support for further information.

7. After I make a purchase, what if I open the box and something is damaged or missing parts?

You have a legal guarantee of conformity in connection with items purchased through JLI Retail. You agree to immediately inspect any goods purchased upon receipt. Please report damaged, incorrect, or incomplete orders to us immediately.

JUUL Labs does not repair damaged devices or JUULpods nor does JUUL Labs provide spare parts for repair.