Returns & Refunds Policy – Australian Vapers

Australian Vapers provides a clear, fair, and transparent Returns & Refunds Policy to protect customers while maintaining compliance with Australian health and safety regulations. This policy defines the conditions under which defective, damaged, or incorrect vape items are assessed, replaced, or refunded.

1. Conditions for Returns & Replacements

Returns for change of mind or for used vape products are not permitted under Australian health and safety regulations. Returns are accepted only when the item is defective, damaged on arrival, or incorrect. A product qualifies for assessment when the following conditions are met:
  • The item is unused, unaltered, and in its original condition.
  • The product packaging (including seals) is intact, unmarked, undamaged, and not torn.
  • The warranty seal or verification label is unbroken.
  • The issue presented is not caused by misuse, improper storage, or external damage such as heat or water exposure.
  • The order number and customer contact details match our system records.
Australian Vapers may decline a return request if the item does not meet these conditions. Dead on Arrival (DOA) products — items that fail to function when first opened or activated — are also eligible for assessment provided the claim is submitted within the reporting timeframe and the product remains unused and unmodified.

2. Timeframe for Lodging a Claim

Customers must contact us within 48 hours of delivery to report: Damaged items Faulty devices Incorrect products received Claims submitted after this period do not qualify for assessment because vape products require strict integrity and safety controls.

3. How to Submit a Claim

To request a replacement or refund assessment, email: 📧 contact.australianvapers@gmail.com Include:
  • Your order number
  • A brief description of the issue
  • Clear photos or videos showing the defect, damage, or incorrect item
  • Photos of the packaging and shipping label
Our team evaluates all claims based on the policy criteria above. If approved, customers receive either a replacement item or a refund, depending on product availability and the nature of the issue.

4. Replacement & Refund Process

Replacements are provided when stock is available. Refunds are issued to the original payment method after the return is received and inspected. Processing times:
  • Inspection & approval: 1–3 business days
  • Refund release to bank or card: 1–6 business days (bank processing times vary)
If you have not received your refund after 6 business days, we advise:
  • Re-checking your bank or card account
  • Confirming processing times with your payment provider
  • Contact us for further assistance
For manufacturing defects that appear shortly after delivery, Australian Vapers may provide limited warranty support for eligible devices where the issue is verified as a genuine product fault and not the result of misuse or external damage.

5. Return Shipping Requirements

When a product must be physically returned for inspection:
  • Customers are responsible for the return shipping costs.
  • A tracked shipping method is required to ensure safe delivery.
  • Customers must take photos of the item and packaging prior to sending it back.
  • Items damaged during return transit due to poor packaging may be declined.
Australian Vapers does not accept parcels returned without prior approval For a comprehensive understanding of our standard delivery timelines, transit risk management, and overall carrier guidelines that apply to all orders and returns, please review our complete Shipping Policy

6. Important Notes

Change-of-mind returns are not permitted under Australian health laws. Vape devices, nicotine pouches, and disposable vapes must remain sealed to qualify for assessment. Claims involving used, tampered, or worn items do not qualify. Claims for leakage, blocked airflow, or inconsistent puff output are processed only when the product is brand new, unused, and within the 48-hour timeframe. Clearance items, promotional products, and marked final-sale items may not be eligible for returns or exchanges unless they arrive damaged, defective, or incorrect.

7. Our Commitment

Australian Vapers operates with transparency, accountability, and strict compliance. Our policy ensures:
  • Consumer protection
  • Product integrity
  • Fair assessment standards
  • Clear and documented processes
This reinforces our identity as a trusted Australian vape store supplying authentic disposable vapes and nicotine pouches nationwide. For any further inquiries regarding our return processes or your specific order, please explore our comprehensive FAQs or reach out directly to our support team via the Contact us page