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If you find that the heating element of your Incendio Magic Wand is not functioning properly after the initial test, please follow the steps below to resolve the issue:

1. Complete Charging: Make sure your Incendio Magic Wand is fully charged. The charging indicator on the cable should illuminate green to signify a full charge.
2. Check the Power Switch: Confirm that the switch located at the bottom end of the wand is turned to the "ON" position.
3. Press and Hold: If the above steps are in order, press and hold the "FIRE" button for 3-5 seconds to see if the heating element lights up.
4. Document the Issue: If the heating element remains unlit, kindly record a video showing:
5. Upload and Share the Video:
6. Contact Our Support Team: Forward the link to your video, along with a description of the problem, to our support team at support@incendiomagicwand.com.

Please Note: It is crucial to follow this procedure within the first 10 days of receiving your order.

Thank you for your patience and cooperation. We're committed to ensuring a satisfactory experience for all our customers.

If you believe that your Incendio Magic Wand package is incomplete, please follow the steps below to address the issue:

1. Verify the Contents: Ensure that you've received the full set. Please note that the instruction manual is currently not provided in a physical format and is only available on this website.
2. Document the Issue: Kindly take a photograph of the items you received.
3. Contact Our Support Team: Share the photograph, along with a description of your order, with our support team at support@incendiomagicwand.com.

We appreciate your understanding and patience. Our team is dedicated to assisting you and ensuring your satisfaction.

If upon receiving your Incendio Magic Wand, you notice any visible damage such as cracks, chips, or other defects, please follow these steps:

1. Document the Defects: Take clear photographs or videos of the identified defects to clearly show the issue.
2. Contact Our Support Team: Email the images or videos, along with a detailed description of the problem, to our support team at support@incendiomagicwand.com.

We take such matters seriously and are committed to ensuring the quality of our products. Thank you for bringing this to our attention. We'll do our utmost to address and resolve the issue promptly.

Over time, your Incendio Magic Wand's heating element might accumulate dust, soot, or remnants of burned flash paper. Here's what you can do if you encounter this issue:

1. Gentle Cleaning: Carefully attempt to clear away any visible debris. You can delicately use a needle or cotton swab, ensuring you apply minimal pressure. Exerting too much force might damage the heating element, and in such instances, we may not be able to provide warranty service.
2. Avoid Liquids: Do not use any cleaning solutions or water. These could harm the heating element or cause an electrical short.
3. Soot Disposal: You might try gently blowing out any soot from the wand's nozzle.

Always ensure you handle the wand with care, prioritizing its functionality and your safety.

Please refrain from any self-interventions or modifications to the Incendio Magic Wand. Actions such as gluing, prying open, soldering, or any similar tampering will void your warranty. Always prioritize the integrity and safety of the product, and if you encounter issues, consult our support team before taking any measures on your own.