This policy explains when you can return a product bought from Vapoaus, how refunds are handled, and what your rights are under Australian law. It applies to all orders placed at vapoaus.com.
1. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits those rights.
- If a product has a major problem — it is unsafe, significantly different from its description, or does not do what we said it would — you can choose a refund or a replacement.
- If a product has a minor problem, we may choose to repair it, replace it, or refund you.
- You are also entitled to compensation for any other reasonably foreseeable loss or damage.
These rights apply regardless of the time limits described elsewhere in this policy.
2. Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, contact us at [email protected] within 7 days of delivery. Please include:
- Your order number
- A short description of the problem
- Clear photos of the item and its packaging
We will assess the issue and, where the claim is accepted, arrange a replacement or refund. We cover return postage for faulty, damaged or incorrectly supplied items.
3. Change of mind
We accept change-of-mind returns within 7 days of delivery, provided the item is:
- Unused and unopened
- In its original sealed packaging with the tamper-evident seal intact
- Accompanied by proof of purchase
Return postage for change-of-mind returns is paid by the customer. Once we receive and inspect the item, we will refund the purchase price to your original payment method. Original delivery charges are not refunded on change-of-mind returns.
4. Items that cannot be returned
For health and hygiene reasons, the following cannot be returned or exchanged for change of mind. This does not affect your rights if the item is faulty.
- Any device or pod that has been opened, used, or had its seal broken
- Items where the tamper-evident packaging has been removed or damaged
- Items returned without proof of purchase
- Items returned more than 7 days after delivery
5. How to request a return
- Email [email protected] with your order number and the reason for the return, within 7 days of delivery.
- Wait for written confirmation. We will reply with a return authorisation and the return postal address. Please do not send anything back before you receive this — unauthorised returns cannot be processed.
- Post the item to the address we provide and keep your tracking number until the refund is confirmed.
6. Refunds
Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to the original payment method.
- Processing: 1–3 business days after we receive the returned item
- Time to appear in your account: a further 5–10 business days, depending on your bank or card issuer
If your refund has been approved but has not appeared after this period, please check with your bank first, then contact us at [email protected].
7. Orders that have not arrived
If your order has not arrived within the expected delivery window, see our FAQ for tracking guidance, or contact us. We will investigate with Australia Post before issuing a replacement or refund.
8. Cancellations
You may cancel an order at no cost if it has not yet been dispatched. Once a parcel has been lodged with Australia Post it cannot be cancelled, and the change-of-mind terms in section 3 apply instead.
9. Age requirement
Products sold on this website are intended for adults aged 18 and over. Returns and refunds are only processed for the account holder who placed the original order.
10. Contact
Questions about this policy can be sent to [email protected]. We respond to all enquiries within one business day, Monday to Friday, 9am–5pm AEST.