Return & Refund Policy | Vape Shop Australia
At Vape Shop Australia, customer satisfaction is our top priority. We stand behind the quality of our products and want to ensure you have a seamless experience when you buy vapes online in Australia. Please read our Return & Refund Policy below to understand your rights and our procedures.
1. 30-Day Money-Back Guarantee (Unopened Items)
We offer a 30-day return policy for change-of-mind purchases on unopened, unused items.
- Condition: Items must be in their original, sealed packaging with all tags, security seals, and accessories intact.
- Excluded Items: Due to hygiene and health regulations, e-liquids, nic salts e-liquid, opened vape pods, and used disposable vape pens cannot be returned for a refund once opened or unsealed.
- Return Shipping: Return shipping costs for change-of-mind returns are the responsibility of the customer.
2. Faulty or Defective Items (Warranty Claims)
All hardware purchased from our online vape store—including box mod kit setups, pod system vapes, rechargeable vapes, sub ohm tanks, and vape battery charger units—comes with a 90-day manufacturer warranty covering functional defects.
- What is Covered: Internal chipset failures, battery charging errors, display malfunctions, or auto-firing issues.
- What is Not Covered: Physical damage (dropped devices, cracked replacement glass), water damage, normal wear and tear, or leaks caused by improper assembly or improper vape pod refills.
- Consumables: Replacement vape coils and mesh coil vapes are dead-on-arrival (DOA) items only. If a coil is defective out of the box, contact us within 48 hours of receiving your package.
3. Damaged or Incorrect Orders
If your order arrives damaged in transit or you receive an incorrect item:
- Contact our support team at sales@vapestoreoz.com.au within 48 hours of delivery.
- Provide your order number along with clear photos/videos showing the damaged parcel or incorrect item.
- We will issue a prepaid return shipping label and ship out a replacement immediately at no extra cost to you.
4. How to Initiate a Return
To begin a return or warranty claim, follow these simple steps:
- Contact Us: Send an email to sales@vapestoreoz.com.au with your order number, reason for return, and photo/video evidence (if claiming a fault).
- Receive Authorization: Our team will review your request and provide a Return Merchandise Authorization (RMA) number along with return address details.
- Pack Securely: Package the item safely to prevent damage during transit. Include your RMA number inside the parcel.
5. Refund Process
- Inspection: Once your returned item is received at our facility, our technicians will inspect it within 2 to 3 business days.
- Refund Approval: Upon approval, your refund will be processed back to your original method of payment.
- Processing Time: Please allow 3 to 5 business days for your bank or payment provider to post the funds back into your account.