Returns, Refunds & Product Guarantee Policy

Vapes Vault Australia
Last Updated: 11 August 2026

At Vapes Vault Australia, we aim to provide a straightforward and reliable shopping experience for our customers across Australia. This policy explains how returns, refunds, exchanges, and product issues are handled.

1. Change-of-Mind Returns

We understand that sometimes you may change your mind about a purchase.

Where a change-of-mind return is offered, eligible products must generally be returned within 14 days of delivery, unless otherwise stated on the product page or at the time of purchase.

To be eligible, products should be:

Unused and in saleable condition
In their original packaging
Returned with all included accessories, manuals, and components
Free from damage caused after delivery

We may decline a change-of-mind return where the product does not meet the applicable return conditions.

Change-of-mind returns are separate from your rights under Australian Consumer Law.

2. Faulty, Damaged or Incorrect Products

If you receive an item that is faulty, damaged on arrival, significantly different from what was ordered, or otherwise does not meet applicable consumer guarantees, please contact us as soon as reasonably possible.

Please provide:

Your order number
A description of the issue
Photographs or other evidence where appropriate
Any additional information reasonably required to assess the issue

We may ask you to return the product for inspection.

Depending on the circumstances and your rights under Australian Consumer Law, we may provide a repair, replacement, refund, or another appropriate remedy.

3. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law (ACL).

Australian Consumer Law provides consumer guarantees that apply to many goods and services supplied to consumers in Australia. These guarantees may include that goods are of acceptable quality, match their description, and are fit for any purpose that was made known to the seller.

Where a product has a major failure, consumers may have the right to choose between a refund, replacement, or other remedy. For a minor failure, the business may generally have the opportunity to repair or replace the product.

Our policies operate alongside these legal rights and do not replace them.

4. Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

Processing times can vary depending on the payment provider or financial institution. Once we have processed the refund, it may take additional business days for the funds to appear in your account.

Where required by Australian Consumer Law, applicable refund rights will be honoured regardless of any standard change-of-mind policy.

5. Exchanges and Replacements

Where appropriate, we may offer a replacement or exchange for an eligible product.

If the same product is unavailable, we may discuss an alternative resolution with you, subject to your rights under Australian Consumer Law.

6. Return Authorisation

Please contact our customer service team before sending an item back.

We will provide the appropriate return instructions and, where necessary, a return reference or authorisation.

This helps us identify your order and process your return efficiently.

7. Return Shipping

For approved change-of-mind returns, the customer may be responsible for reasonable return shipping costs unless otherwise stated.

Where a product is faulty, incorrectly supplied, damaged before delivery, or a remedy is otherwise required under Australian Consumer Law, Vapes Vault Australia will handle return shipping in accordance with the applicable circumstances and legal requirements.

We recommend using a tracked delivery service when returning an item.

8. Products Damaged After Delivery

Damage caused by misuse, accidental damage, unauthorised modification, improper storage, or other actions occurring after delivery may not be covered by a manufacturer’s warranty or consumer guarantee where the issue was caused by the customer.

This does not affect any rights you may have under Australian Consumer Law.

9. Product Warranty

Where a manufacturer or supplier provides a warranty with a product, the applicable warranty terms may also apply.

A manufacturer’s warranty is separate from, and does not replace, your rights under Australian Consumer Law.

If you believe a product has developed a fault, please contact us so we can assess the appropriate next step.

10. How to Request a Return or Refund

To request a return, refund, replacement, or product assessment, please contact us with:

Order Number:
Full Name:
Email Address:
Reason for Request:
Photos or Supporting Information: Where applicable

Our team will review your request and provide the next steps.

11. Processing Your Request

Once we receive a returned product, it may be inspected to determine the condition of the item and the nature of the issue.

We aim to process approved returns and refunds as promptly as reasonably possible.

Where additional information or an inspection is required, processing may take longer.

12. Policy Updates

Vapes Vault Australia may update this Returns, Refunds & Product Guarantee Policy from time to time to reflect changes to our business practices, products, services, or applicable legal requirements.

The latest version will always be published on this page.