RETURNS AND REFUNDS

RETURNS AND REFUNDS POLICY

At vapepieaushop.com, we want you to be satisfied with your purchase. This policy explains our voluntary returns process and your rights under the Australian Consumer Law.

This policy applies to lawfully supplied products. It does not authorise the sale or supply of vaping products outside legally permitted channels in Australia.

30-Day Voluntary Returns

In addition to your statutory consumer rights, we offer a voluntary change-of-mind return period of 30 days from the date you receive your order.

To qualify, the item must:

• Be unused and not activated;

• Be in its original condition;

• Be complete and in its original packaging;

• Have any original safety or hygiene seals intact.

Please contact us within the 30-day period to request a return and obtain return instructions.

After this period, change-of-mind returns are generally not accepted. This does not affect your rights concerning faulty products or other failures to meet consumer guarantees.

Change-of-Mind Returns

Australian Consumer Law does not generally require businesses to accept returns simply because a customer changes their mind. Our voluntary 30-day policy provides this additional option, subject to the conditions above.

For an eligible change-of-mind return, we will refund the returned item’s purchase price after inspection.

Original delivery charges are not refundable for change-of-mind returns, unless we agree otherwise. Different rules apply where you are entitled to a remedy under Australian Consumer Law.

Hygiene and Safety Restrictions

We do not accept voluntary change-of-mind returns of:

• Opened or unsealed products;

• Activated or used devices;

• Products that have been filled;

• Products with removed or damaged safety or hygiene seals.

These restrictions do not exclude your statutory rights where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

Original packaging is not required to make a valid consumer guarantee claim.

Damaged, Faulty, Incorrect or Incomplete Orders

If your order arrives damaged, faulty, incorrect or incomplete, please contact us as soon as reasonably possible, preferably within 48 hours of delivery, so that we can investigate promptly.

Please provide:

• Your order number or other proof of purchase;

• A description of the issue;

• Photos or videos, where reasonably available;

• Photos of the packaging and shipping label, if relevant.

The 48-hour period is a request to assist prompt investigation. It is not a deadline for exercising your statutory consumer rights.

We may reasonably assess the product before determining the appropriate remedy. Photos or videos are helpful but are not mandatory where the issue can be established another way.

Your Rights Under Australian Consumer Law

Our products are subject to consumer guarantees that cannot be excluded by this policy.

If a product has a major failure, you may choose a refund or replacement, subject to the Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a failure that is not major, we may initially choose to provide a repair, replacement or refund. If the problem is not remedied within a reasonable time, you may have further rights under the Australian Consumer Law.

The availability and duration of these rights depend on the product and circumstances. They are not limited to our voluntary 30-day return period or any manufacturer’s warranty.

Return Process

Please contact our customer support team before sending an item back so that we can provide the appropriate return address and instructions.

Customer support: [email protected]

Return instructions will identify the designated return location, including an Australian return address where available. Please do not send products to an unconfirmed warehouse or business address.

Contacting us first helps us identify your return and arrange safe handling. It does not limit your statutory rights.

Do not post damaged batteries, leaking products or other potentially hazardous items without first obtaining suitable handling instructions and confirming the carrier’s requirements.

Return Shipping Costs

For voluntary change-of-mind returns, you are responsible for the return shipping costs.

Where we confirm that a product fails to meet a consumer guarantee, we will reimburse reasonable return shipping costs you have paid. Please retain your postage receipt.

We will arrange or cover reasonable return shipping costs for incorrect items sent by us. Where legally required, including where a faulty product is too large, heavy or difficult to return, we will arrange collection at our expense.

Refund Processing

We will notify you by email of the outcome after assessing your return or claim.

For approved voluntary returns, we aim to issue the refund within 5 business days after receiving and inspecting the returned item.

Statutory refunds will be handled promptly and in accordance with applicable law.

Refunds will normally be made to the original payment method unless another method is agreed. Your bank or payment provider may take additional time to display the funds.

Where you are legally entitled to a refund, we will not require you to accept store credit instead.

Contact

For return requests, product issues or refund enquiries, please contact:

Email: [email protected]
WhatsApp: +86 16769925882