Returns, Exchanges & Refund Policy
At VAPESONLINEAUSTRALIA, we are committed to providing a smooth and reliable shopping experience. If there is an issue with your order, our team is here to assist with returns or exchanges where applicable. Please review the following policy carefully before submitting a request.
1. Eligibility for Returns & Exchanges
To be eligible for a return or exchange, all of the following conditions must be met:
- The item must be unused and in its original condition
- All packaging must be fully intact with no damage, markings, or alterations
- Any protective seals or packaging layers must remain unopened and unbroken
- The product must match the original order details in our system
- The item must not show any signs of external damage caused by handling, liquids, heat, or misuse
Please note: All return and exchange requests are subject to assessment. We reserve the right to decline any request that does not meet the above conditions.
2. Return Timeframe
All return or exchange requests must be submitted within 7 days of receiving your order. Requests made outside this timeframe may not be accepted.
3. Exchange Policy
If you wish to exchange an item, the replacement product must be of equal or higher value.
- If the replacement item is of higher value, you will be required to pay the price difference
- If the replacement item is of lower value, the price difference will not be refunded
4. How to Request a Return or Exchange
To initiate a return or exchange, please contact us via email:
Email: Info@vapesonlineaustralia
Please include the following details in your request:
- Your order number
- A brief explanation of the issue
- Clear photos of the product and its packaging
Once your request has been reviewed and approved, we will provide further instructions on how to return the item.
5. Important Information
- Returns sent without prior approval may not be accepted or processed
- Please take clear photos of the item and packaging before sending it back
- Keep your tracking number until the process has been completed
- Customers are responsible for all return shipping costs
- We strongly recommend using a tracked shipping service to ensure safe delivery
6. Faulty or Incorrect Items
If you receive a faulty or incorrect product, please contact us as soon as possible. Each case will be assessed individually, and we will work with you to provide a suitable resolution.
7. Refunds
Refunds are generally not provided. In most cases, we will assist with an exchange or offer an alternative solution where appropriate.
Refunds will not be issued for change of mind. This includes situations where you no longer want the product after purchase, selected the incorrect item, or no longer require the order.
If a refund is approved under special circumstances, it will be processed back to your original payment method after the returned item has been received and inspected.
8. Processing Time
Once a return has been approved and received, please allow 1–6 business days for the outcome (exchange or approved refund) to be processed.
9. Delayed or Missing Refunds
If a refund has been approved but not received after the processing period, please:
- Check your bank account again
- Contact your payment provider, as processing times may vary
- Confirm with your bank whether the transaction is still pending
If you have completed the above steps and still require assistance, please contact us at: