This policy explains how returns, refunds, and product problems are handled.

Your rights under Australian Consumer Law remain unchanged.

1. Consumer Guarantees

Products sold in Australia come with consumer guarantees.

A product should be safe, durable, acceptable in appearance, and fit for its normal purpose. It should also match its description.

These rights cannot be removed by a store policy.

2. Faulty Products

Contact us if a product is faulty or does not match its description.

Please provide:

  • Your order number
  • A clear description of the problem
  • Photos or video when useful
  • Any error messages
  • Details of troubleshooting already completed

We may assess the product before providing a remedy.

3. Available Remedies

The remedy depends on the type and seriousness of the problem.

A major problem may qualify for a refund or replacement. A minor problem may qualify for a repair or another suitable remedy.

Other rights may apply when a remedy is not provided within a reasonable period.

4. Change of Mind

Consumer guarantees do not normally require a return for a simple change of mind.

We may approve a change-of-mind return in some cases. Approval must be requested before sending anything back.

An approved item must be unused, unopened, and in resalable condition. Original packaging and included parts must be present.

Delivery costs may not be refunded for a change-of-mind return.

5. Hygiene and Sealed Products

Some products cannot be returned after opening for hygiene or safety reasons.

This may include mouth-contact products, liquids, and sealed consumable items.

This restriction does not remove your rights if a product is faulty.

6. Products That May Not Qualify

A remedy may not apply when:

  • The product was misused
  • Instructions were not followed
  • The product was damaged after delivery
  • Normal wear caused the issue
  • The problem was disclosed before purchase
  • The customer simply found a lower price elsewhere

Australian Consumer Law still applies in every case.

7. Incorrect or Damaged Deliveries

Contact us quickly if you receive the wrong item.

Please also contact us if an order arrives damaged.

Keep the packaging and products. We may request photos to help resolve the issue.

8. Return Approval

Do not send a product back before contacting us.

We will provide return instructions when a return is approved.

Unapproved returns may be delayed or sent back to the sender.

9. Return Delivery Costs

We will cover reasonable return costs when required by Australian Consumer Law.

You may need to pay return costs for an approved change-of-mind return.

Please keep proof of postage.

10. Refunds

Approved refunds are sent to the original payment method when possible.

Bank and payment provider processing times may vary.

We will notify you after a refund is issued.

11. Exchanges

An exchange may be available when stock permits.

Price differences and delivery costs may apply to voluntary exchanges.

12. Contact Us

Return and refund requests can be sent to contact@vapeshoponlineaustralia.com.

Please include your order number.