Your rights under Australian Consumer Law (ACL) cannot be excluded. Nothing in this policy limits any guarantee, right or remedy you have under the ACL. The terms below are in addition to those rights.
1. Faulty, damaged or incorrect items
If your item arrives faulty, damaged in transit, or is not what you ordered, we'll make it right with a replacement, exchange or full refund (including return postage). Please contact us within 14 days of delivery at contact@vapeshopaus.com.au with your order number and a photo of the issue.
- Major faults: choose a refund or replacement.
- Minor faults: we'll repair, replace or refund at our discretion as permitted under the ACL.
- Devices with a manufacturer warranty are covered for the warranty period stated by the manufacturer.
2. Change of mind
We accept change-of-mind returns on unopened, unused items in their original, sealed packaging within 14 days of delivery. Change-of-mind return postage is at the customer's cost, and the original shipping fee is non-refundable. A refund is issued once we receive and inspect the item.
3. Items we cannot accept back (hygiene & safety)
For health, hygiene and safety reasons we are unable to accept change-of-mind returns on the following once opened or with a broken seal:
- E-liquids and nicotine salts
- Disposable vapes and pre-filled pods
- Nicotine pouches, lozenges, gums and mouth sprays
- Nicotine patches
- Coils, cotton and other consumables
This exclusion does not apply where an item is faulty or not as described - see section 1.
4. How to start a return
- Email contact@vapeshopaus.com.au with your order number and reason for return.
- We'll confirm eligibility and provide a return address and instructions.
- Pack the item securely. We recommend a tracked service - we can't be responsible for returns lost in transit.
5. Refund timing & method
Approved refunds are processed to your original payment method within 2-5 business days of us receiving and inspecting the return. Your bank may take additional time to show the funds.
6. Order cancellations
Need to cancel? Contact us as soon as possible. If your order hasn't been dispatched we'll cancel and refund in full. Once an order has been dispatched it follows the returns process above.
7. Incorrect address
Please double-check your delivery details at checkout. Orders returned to us due to an incorrect address or unclaimed delivery may incur a re-delivery fee.
8. Contact
Questions about a return? Email contact@vapeshopaus.com.au or use our contact form. We reply within one business day.