CKS BRAND MEMBERSHIP HANDBOOK
Rooted in R&D and innovation, expressed through design and quality, bonded by user experience.
The membership system is built to deliver better services for members, establish a direct communication bridge between the brand and users, listen to user feedback, and enrich brand activities to better align with users’ daily lives.
CKS members are not merely "consumers"，they are key participants in the brand's service ecosystem.
The CKS Brand Membership Handbook is designed to help members understand the fundamental concepts, service principles, membership benefits, and relevant rules of the CKS membership program. It applies to members who have joined the program through official CKS channels and meet the statutory age requirements and other relevant legal criteria in their respective locations. It serves as the foundational document outlining the CKS membership service system.
Authenticity：
Provide clear and accurate information about the brand and products to minimize information asymmetry.
Transparency：
Clearly outline membership service rules and event requirements so members understand the services available to them.
Respect：
Respect members' legitimate rights, personal choices, and privacy, while providing services in compliance with applicable laws and regulations.
Professionalism：
Leverage CKS’s expertise in product design, R&D, manufacturing, and global operations to provide members with professional product and service information.
Continuity：
Continuously gather member feedback to refine product experiences and service processes.
1. Continuous Innovation
CKS remains committed to monitoring technological advancements and design trends in electronic atomization products, exploring diverse product forms and enhanced technical experiences during the R&D process.
2. Commitment to Product Quality
CKS continuously refines its R&D, production, and quality management processes, utilizing professional manufacturing systems to meet product demands across various markets. For specific products, please refer to the product packaging, official product pages, and local regulatory requirements for details regarding specifications, scope of use, and certifications.
3. Listening to Our Members
Member feedback and opinions are vital to CKS’s efforts to improve its products and services.
We encourage members to share their product experiences, after-sales issues, and service suggestions through official channels.
CKS provides official customer support and after-sales channels, along with established procedures for returns and exchanges.
4. Clear After-Sales Service
Should members encounter product quality or after-sales issues, CKS provides services in accordance with applicable after-sales policies. Official after-sales guidelines state that eligible return or exchange requests require the order number, product name, and reason for the request, and must be processed according to the procedures provided by customer support.
5. Compliance with Local Laws and Regulations
CKS respects the regulatory requirements established by different countries and regions regarding e-cigarettes and nicotine products.
Membership eligibility, product sales, product usage, marketing activities, and member benefits may be subject to varying restrictions depending on the region. CKS does not substitute its membership system for local legal and regulatory requirements.
Drive product experience through technological innovation, shape brand value through design, and connect users with the brand through service.
Intelligent Products, Premium Service.
CKS currently categorizes its product portfolio as follows:
Smart NFC Nu Series: Nupen, Nustix
Disposables: Nara Air, Pulse
Open Systems: OPOD, SLIQ Mini
Platform: Nupod
This creates a product matrix spanning smart devices, disposables, open systems, and closed-pod platforms.
Across Malaysia, CKS has partnered with over 400 vape chain stores and more than 300 specialty vape shops, alongside a network of regional distributors. The company employs a professional online customer service team to address user inquiries and feedback in real-time. Additionally, a dedicated service team supports sales channels through regular on-site visits and real-time data monitoring, ensuring efficient service and support.
The CKS membership program is open to adult users who meet the applicable local laws and regulations as well as CKS's official membership requirements.
Before applying for CKS membership, users must meet the statutory age requirements and any other applicable conditions stipulated by the laws and regulations of their jurisdiction.
As CKS products involve e-cigarettes and nicotine products, membership registration and related services must comply with local laws and regulations regarding age restrictions, the sale and use of nicotine products, marketing and promotion, and consumer protection.
When registering, members must provide the necessary information as required by the official CKS registration page.
Members must ensure that the information provided is true, accurate, complete, and valid.
If account information changes, members should promptly update it via official CKS channels or contact CKS customer service for assistance.
CKS will address any issues regarding accounts, activities, or services arising from the provision of false, incorrect, outdated, or incomplete information by members in accordance with the specific circumstances and relevant rules.
The CKS membership program will undergo continuous optimization based on brand evolution, changes in products and services, technological upgrades, and shifts in laws and regulations across different markets. Consequently, the CKS brand membership handbook is not a static document. When revising membership rules, CKS will take into account legal and regulatory requirements, the member service experience, system operations, brand business development, and actual market needs. Following the release of new membership rules, event rules, or an updated version of this handbook, the content published via official channels shall prevail. Members are advised to stay informed about significant updates to the membership program through the official CKS website and official information channels.
Members may consult CKS regarding the following matters:
✦ Member account-related issues
✦ Product information
✦ Product usage inquiries
✦ After-sales service
✦ Official events
✦ Membership benefits
✦ Store locations and purchasing channels
✦ Other official CKS services
If members have any concerns regarding products or services, they may submit feedback through CKS's official complaint and feedback channels.
By using the membership system's QR code scanning function to scan the QR code on a CKS product, the corresponding points can be earned; if both the member and the sales staff member scan the code, the member receives additional points.
Points can be redeemed for corresponding gifts at the CKS membership system's online rewards store or at self-service redemption kiosks in VAPE stores.
The redemption system is currently unavailable; we will notify you via push notification once the gifts are ready.
CKS hosts brand events on an irregular basis throughout the year and invites members to participate. Notifications regarding these events are sent to the "Brand Campaigns" section within the member system's personal dashboard; we encourage all members to actively take part.
By tapping the "Nearby" feature, members can locate stores selling CKS products within a 5-kilometer radius based on their real-time location; selecting a store and tapping the navigation button redirects them directly to the Google Maps navigation interface.
