Return & Refund Policy
At Vape Den Australia we aim to make your experience straightforward and worry-free. Below is our policy governing returns, replacements, and refunds for all orders placed through our online store.
1. Eligibility & Defective Products
- Damaged or Incorrect Items: Returns and refunds are strictly accepted if an item arrives damaged in transit, mechanically defective out of the box, or if you receive an incorrect product.
- Notification Window: You must report any damaged, defective, or incorrect items to our customer support team within 48 hours of delivery.
- Required Evidence: Clear photo or video proof showing the issue, original packaging, and order details must be provided for claim verification before approval.
2. Non-Returnable & Excluded Items
For strict health, safety, and hygiene reasons, the following items are non-refundable once opened or used:
- Opened disposable vapes, pod systems, vape hardware, and coils
- Opened e-liquids, juice bottles, and nicotine products
3. Change of Mind & Exclusions
- We do not accept returns or refunds for change of mind, accidental purchases, personal flavor/nicotine strength choices, or personal taste preferences.
- Sale items or promotional gift cards are non-returnable.
4. Processing & Shipping Costs
- Original Shipping Fees: Shipping costs are non-refundable unless the dispatch error was directly made on our end.
- Return Shipping: Customers are responsible for return postage unless a manufacturing fault or dispatch error is confirmed by our support team.
- Refund Method: Approved refunds will be issued back to the original payment method used during checkout. Processing times depend on your financial institution.
For further inquiries or to start a claim, please reach out directly to our customer support team with your order number.