Refund Policy
At Vape Den Australia, we want you to be completely satisfied with your purchase. Our Refund and Returns Policy complies with Australian Consumer Law (ACL) to ensure a fair and transparent process.
Change of Mind Returns
We accept returns for change of mind within 14 days of receipt, subject to the following conditions:
- Condition: Items must be unopened, unused, in their original packaging, and in a resold condition with all seals intact.
- Exclusions: Due to health, hygiene, and safety regulations, consumable items—including e-liquids, opened pods, coils, drip tips, and disposable vapes—cannot be returned for a change of mind.
- Return Shipping: The buyer is responsible for all return shipping costs. Initial shipping charges are non-refundable.
Damaged, Faulty, or Incorrect Items
Under the Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product is faulty, damaged in transit, or significantly different from what was ordered.
- Reporting Period:You must notify our support team within 48 hours of delivery if your item arrives damaged, incorrect, or defective.
- Proof Required: You will need to provide your order number alongside clear photos or videos showing the issue or fault.
- Resolution:Once verified, we will issue a prepaid return label (if required) and process a replacement, store credit, or full refund to your original payment method.
Return Process
- Contact our Customer Support team at support@vapeden.com.au with your order number and details of the request.
- Wait for confirmation and authorization before sending any items back.
- Pack the items securely in a protective padded box or mailer. We recommend using a tracked shipping service, as we are not responsible for returned items lost in transit.
Refund Processing
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original payment method within 3 to 7 business days. Original shipping fees are non-refundable unless the return is due to our error or a faulty item.