Refund and Returns Policy

1. Your rights under the Australian Consumer Law

  1. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. This policy is in addition to those rights.
  2. If a product has a major failure (for example, it is faulty, unsafe, significantly not as described, or unfit for its normal purpose), you are entitled to choose a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage.
  3. If a product fails to be of acceptable quality but the failure is not a major failure, you are entitled to have it repaired or replaced.
  4. ACL rights are not limited by any time window or condition in this policy if the law gives you a remedy, you have it, even outside the periods below.

2. Change-of-mind returns (30 days)

  1. If you simply change your mind, we will accept a return within 30 days of delivery, provided the item is:
    • unused and unopened,
    • factory-sealed with all seals, wrapping and tamper-evident packaging intact, and
    • in its original packaging with all contents.
  2. For health, hygiene and safety reasons we cannot accept change-of-mind returns of opened, unsealed or used vaping products. This restriction does not apply where you are returning a product under the ACL (section 1).
  3. Return shipping for change-of-mind returns is at your cost, and we recommend using a trackable service. Risk remains with you until the item reaches us.
  4. If a change-of-mind return brings your order total below $500, the Free Delivery discount no longer applies and the standard delivery fee ($15.99) will be deducted from your refund.

3. Faulty, damaged, incorrect or dead-on-arrival items

  1. If your order arrives faulty, damaged, incorrect, incomplete, or a device does not work on first use (“dead on arrival”), contact us at info@vapewellaustralia.store as soon as practicable and within 30 days of delivery, with:
    • your order number,
    • photos or a short video showing the issue (for a dead-on-arrival device, showing it charged/connected as instructed), and
    • the batch/serial details on the packaging where visible.
  2. We will respond within one business day. Where we accept the item is faulty, damaged or incorrect, we will arrange the remedy at our cost, including return postage where a return is needed (we will provide a prepaid label or refund your postage).
  3. Depending on the circumstances and your ACL rights, we will offer a replacement, store credit, or full refund a major failure is your choice of refund or replacement.
  4. Please do not dispose of a faulty item or its packaging until we have resolved your claim, as we may need it back for inspection.

4. Items we cannot accept

  1. Opened, unsealed or used vaping products (change of mind only see sections 1 and 3 for ACL and faulty-item rights).
  2. Items not in their original condition, damaged after delivery by misuse or accidental damage, or missing parts for reasons not due to us.
  3. Items returned more than 30 days after delivery for change-of-mind reasons.
  4. Products purchased from another retailer (contact that retailer or the manufacturer).

5. How refunds are processed

  1. Once your return arrives, we will inspect it and email you within 2 business days to confirm approval or rejection.
  2. Approved refunds are issued to your original payment method within 5 business days of approval. Depending on your bank or card provider, it may take a further 3–10 business days for the funds to appear.
  3. If a refund is delayed beyond these timeframes, contact us and we will chase it with your payment provider.

6. Exchanges

We do not offer like-for-like “exchanges” as a separate process for change of mind: return the original item under section 2 and place a new order for the flavour or device you prefer. For faulty or incorrect items, we will ship the correct or replacement item as soon as your claim is approved — you do not need to wait for the return to arrive first where photos clearly show the issue.

7. Order cancellations

  1. You may cancel an order free of charge at any time before it is dispatched by emailing info@vapewellaustralia.store with your order number.
  2. Once an order has been dispatched it cannot be cancelled, but you may return it under this policy when it arrives.
  3. If we cancel an order (for example, a pricing error, stock issue, age-verification failure, or legal compliance reason), you will receive a full refund including any delivery fees paid.

8. Delivery problems

  1. Lost in transit: if tracking shows no movement for 10 business days (standard) or 5 business days (express), contact us. We will raise a carrier investigation and, at your choice, reship the order or refund it.
  2. Damaged in transit: report to us within 7 days of delivery with photos of the parcel and contents; we will replace or refund at our cost.
  3. Failed delivery due to an incorrect or incomplete address you provided, or an unclaimed parcel: we will contact you to arrange re-delivery at your cost, or refund the order less shipping if you prefer not to proceed.

9. How to start a return

  1. Email info@vapewellaustralia.store (subject line: “Return – Order #1234”) or use the WhatsApp chat on the Site. Include your order number and the reason, plus photos where relevant.
  2. We will reply within one business day with instructions and, where applicable, a prepaid return label.
  3. Pack the item securely in its original packaging and send it to:Vape Well Australia Returns
    [Returns Address]
    Australia
  4. Include a copy of your receipt or your order number inside the parcel so we can process it quickly.

10. Questions

Contact us at info@vapewellaustralia.store we reply to every message within one business day. If your question relates to an order, include your order number.

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