IMPORTANT CONSUMER SAFETY INFORMATION
We are here to inform you of a product recall for the INNOKIN Kroma Nova. This recall covers its all production units. The Kroma Nova implements a unique charging solution with a specialized component supplied specifically for this model. Unfortunately, the supplier’s component appears to be defective and may pose a safety risk.
To ensure the safety of our customers and maintain the high standards of our products, we have decided to initiate a precautionary recall of the INNOKIN Kroma Nova.
Innokin prides itself on high safety standards and full transparency with customers. We encourage all Innokin customers to contact us whenever issues arise, so our team can implement resolutions in a timely manner.
- Customers: Please contact us at support@innokin.com for further instructions on the recall process.
- B2B/Clients: Please contact your sales representatives.
Kroma Nova Recall Process Flow Q&A
Recall Period: Immediately until June 30th, 2024
Important: The Kroma Nova recall is an isolated case regarding potential charging cable compatibility issue. All other Innokin products are not affected.
- Information for Consumers
- Information for Shops/Point of Sale
- Information for Wholesalers/Distributors
A. For Consumers:
1. What should I do if I have a Kroma Nova?
- We ask that you stop using or charging it and return it to your original point of sale.
- Stop using or charging the product.
- Return it to your original point of sale with proof of purchase.
2. What if I encounter problems with my original point of sale?
- If you experience any issues with the original point of sale, please provide exact information regarding your original point of sale along with your personal contact details and contact us directly at support@innokin.com.
3. How will Innokin assist me through the recall process?
- Our customer service team will guide you through the process once you contact us with the necessary information.
B. For Shops/Points of Sale:
1. What steps should shops/points of sale take for the Kroma Nova recall?
- Shops/points of sale should stop distributing the product, accept returns from consumers, preserve the returned products in stock, and contact your distributors to manage return process.
2. Who should I contact for further assistance if I am a shop/point of sale?
- Please reach out to your distributor for instructions and support regarding the recall and refund procedures.
C. For Professional Wholesalers/Distributors:
1. What should I do if I am a professional wholesaler/distributor with Kroma Nova products?
- Please contact your INNOKIN sales representative directly or return the products to your original point of sale.
2. Who should I contact if I have further questions about the recall process?
- For any further questions, please contact our customer service team at support@innokin.com.
Local Contact Information:
France:
- Contact: Innokin France
- Email: contact@innokin.fr
Other European Countries (excluding the UK & Greece):
- Contact: CEMiKO SRL
- Email: cemmarasligil@gmail.com
Other Locations (including the UK & Greece):
- Contact: Innokin China Customer Service Team
- Email: support@innokin.com
We appreciate all your support. We are stronger because of your support.
