At Vape Valley Australia, we aim to ensure that customers receive their orders in satisfactory condition and as described. This Refund Policy explains when refunds may be available and how to request one.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law (ACL).
- When a Refund May Be Available
Depending on the circumstances, you may be entitled to a refund if:
- You receive a product that is faulty or defective.
- Your product arrives damaged.
- You receive an incorrect product.
- Your order cannot be fulfilled after payment has been received.
- A refund is otherwise required under applicable Australian Consumer Law.
Each request will be assessed based on the circumstances of the order and the applicable legal requirements.
- Faulty or Defective Products
If you believe a product is faulty or defective, contact us as soon as reasonably possible.
Please provide:
- Your order number.
- Product name.
- Description of the issue.
- Photographs or video demonstrating the issue, where reasonably requested.
- Any other information reasonably required to assess the claim.
We may ask you to return the product for inspection before determining the appropriate remedy.
Where required by law, the available remedy may include a refund, replacement or repair.
- Damaged Products
If your order arrives damaged, please contact us promptly and provide photographs of the packaging and affected product.
We will assess the circumstances and determine the appropriate resolution in accordance with applicable consumer guarantees.
- Incorrect Products
If you receive a product different from the product you ordered, contact us before using or modifying the item.
After verifying the order, we will provide appropriate instructions for returning the incorrect product and arranging a suitable remedy.
- Change-of-Mind Refunds
Change-of-mind refunds are not automatically available.
Where a change-of-mind return is permitted, the product may need to be unopened, unused and in resalable condition, and additional conditions may apply.
This does not affect any statutory rights you may have under Australian Consumer Law.
- Products That Have Been Opened or Used
For health, hygiene, safety or regulatory reasons, some products may not be eligible for a change-of-mind return after being opened or used.
However, opening or using a product does not automatically remove your rights where the product is faulty or otherwise covered by an applicable consumer guarantee.
- Order Cancellation
If you want to cancel an order, contact us as soon as possible.
We will attempt to accommodate cancellation requests before dispatch. Once an order has been dispatched, cancellation may no longer be possible and the matter may need to be handled under our returns process.
If an order is cancelled before dispatch and a refund is approved, the refund will generally be issued using the original payment method where practicable.
- Refund Processing
Once a refund has been approved, we will initiate the refund within a reasonable period.
The time it takes for the funds to appear in your account may depend on your bank, payment provider or financial institution.
We do not control the processing times of third-party payment providers.
- Shipping Costs
Where a refund is required because an item is faulty, defective, damaged or incorrectly supplied, shipping costs will be handled in accordance with applicable Australian Consumer Law.
For permitted change-of-mind returns, return shipping costs may be the responsibility of the customer unless otherwise agreed.
- Items Returned Without Authorisation
Please contact us before sending any product back.
Unauthorised returns may cause delays in processing your request.
We will provide return instructions where a return is required.
- Refunds for Unavailable Products
If we are unable to fulfil an accepted order and cannot provide an appropriate alternative, we will arrange an appropriate refund for the affected product or order.
- Fraudulent or Unauthorised Transactions
We reserve the right to investigate transactions that appear fraudulent, unauthorised or otherwise suspicious.
Orders may be delayed or cancelled while payment or order information is verified.
- How to Request a Refund
To request a refund, contact Vape Valley Australia through the customer-support details provided on our website.
Please include:
Order number:
Full name:
Product:
Reason for refund:
Description of issue:
Photographs/videos, if applicable:
Providing complete information helps us assess your request more efficiently.
- Australian Consumer Law
This Refund Policy is not intended to remove or reduce any rights you have under Australian Consumer Law.
Where a consumer guarantee applies, you may be entitled to a remedy depending on the nature and seriousness of the problem.
- Changes to This Refund Policy
Vape Valley Australia may update this Refund Policy from time to time to reflect changes to our business practices or applicable laws.
The latest version will be published on our website.