Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing on this page limits those rights.
Faulty or incorrect items
If an item arrives damaged, faulty, or is not what you ordered, contact us within [CONFIRM: timeframe, e.g. 7 days] of delivery with:
- Your order number
- A description of the fault
- Photographs of the item and the packaging
We will assess the claim and arrange a repair, replacement or refund as appropriate. Where a return is required we will provide return instructions; do not send anything back before contacting us.
Change of mind
Change-of-mind returns are offered as a courtesy and are separate from your ACL rights. We accept them within [CONFIRM: window, e.g. 14 days] of delivery where the item is:
- Unused and unopened, with any seal intact
- In its original packaging and saleable condition
- Accompanied by proof of purchase
Return postage for change of mind is [CONFIRM: paid by customer / paid by us]. A restocking fee of [CONFIRM: percentage, or “no restocking fee”] applies.
What we cannot accept back
For health and hygiene reasons, the following cannot be returned once opened or used, unless faulty:
- E-liquid and nicotine products
- Coils, pods and atomiser heads once removed from sealed packaging
- Mouthpieces, drip tips and anything that contacts the mouth
- Disposable devices that have been activated
- Batteries that have been charged or installed
Warranty on devices
Hardware carries the manufacturer’s warranty, typically [CONFIRM: warranty period] from the date of delivery. Warranty does not cover misuse, water damage, physical damage, or wear to consumable parts such as coils, seals and glass.
Refund method and timing
Approved refunds are issued to the original payment method. Please allow [CONFIRM: number] business days for the funds to appear, depending on your bank or card issuer.
How to start a return
Email [CONFIRM: returns email address] or use the contact page with your order number and the reason for return.