Returns and Refunds
If something arrives faulty, damaged or wrong, we fix it. This page explains exactly what to do, what evidence matters, how change of mind is treated differently from a fault, and what Australian Consumer Law guarantees you regardless of anything written here. Read the evidence section first, because what you do in the first five minutes decides how easy the rest is.
Table of contents: Returns And Refunds
- Do this first
- What is covered
- Faulty items
- Vape devices that stop working
- Damaged in transit
- Wrong item received
- Change of mind
- Why opened consumables are different
- How the process works
- How refunds are paid
- Your rights under Australian Consumer Law
- If we cannot agree
- Fault or change of mind, side by side
- How to avoid a return altogether
- Returns questions and answers
Do this first
Before you contact anyone, before you throw anything away, take photographs.
Photograph the item itself, and photograph the outer packaging it arrived in, together where possible. This single step resolves more claims faster than anything else, and it cannot be done retrospectively. Once the box is in the recycling, the evidence that damage happened in transit rather than after delivery no longer exists.
Then keep everything as it arrived until the matter is settled. Do not discard packaging, do not throw out a faulty device, and do not return anything before being asked to.
What is covered
Four situations are handled here, and they are genuinely different from each other:
- A faulty item, meaning something that does not work as it should
- Transit damage, meaning something broken or crushed on the way to you
- A wrong item, meaning you received something other than what you ordered
- Change of mind, meaning the item is exactly as described but you do not want it
The first three are our problem to fix. The fourth is treated differently, and the reason is explained honestly further down rather than buried.
Faulty items
If a product does not perform as it should, contact us through the contact page with your order number and a description of what actually happens.
Be specific. A message saying it does not work covers half a dozen different faults with different resolutions. A message saying the device lights up but produces no vapour, and there is clearly liquid still in it, tells us immediately what we are dealing with.
Vape devices that stop working
This deserves its own section because it produces the most claims and the most misunderstandings.
On a non rechargeable disposable, the battery frequently runs down before the liquid runs out. That is expected behaviour of the format rather than a fault, and it is the single most common reason a device stops before its stated puff count. It is also why that puff count should be read as a manufacturer estimate from short consistent test draws rather than a promise. Long or hard draws consume more liquid per puff, and real world totals routinely come in under the number on the box.
A genuine fault looks different: a device that never worked from first use, one that leaks, one that produces a burnt taste from the very first draw, or one that fails while clearly still holding plenty of liquid and charge. Those are faults and we deal with them.
So when you write, say whether there is liquid left and whether the device ever worked properly. Those two facts sort almost every case in one exchange.
Damaged in transit
Photograph the item and the outer packaging together, then send both with your order number. The outer packaging is what demonstrates the damage happened on the way to you.
Do not return a damaged item before being asked. Sometimes photographs are enough and sending it back is a pointless cost and delay.
Wrong item received
Send a photograph of what actually arrived, along with your order number. Keep the item and its packaging exactly as delivered until it is resolved.
Do not open or use an item that is obviously not what you ordered. An unopened wrong item is straightforward. An opened one is a consumable that can no longer be resold, which complicates something that should have been simple.
Change of mind
If an item is exactly as described and you have simply decided you do not want it, that is a change of mind rather than a fault, and it is handled case by case. Contact us and explain.
An unopened item in its original sealed packaging is a far easier conversation than an opened one. If you have ordered something and had second thoughts, do not open it while you decide.
The practical prevention is buying one before buying several. Flavour is personal and no description substitutes for trying something. A single unit that disappoints costs very little; a multi pack that disappoints sits in a drawer. This is the single most useful habit for anyone working through an unfamiliar range.
Why opened consumables are different
It is worth explaining rather than just asserting.
An opened consumable cannot be resold to anyone else. Once a seal is broken on something that is inhaled or eaten, no responsible retailer can put it back on the shelf, because the next customer has no way of knowing what happened to it in between. That is a genuine hygiene and safety position, not a commercial excuse.
This is why a fault and a change of mind are treated differently on the same physical item. A faulty product was never fit for sale in the first place. A perfectly good product you opened and disliked was.
How the process works
Step one. Photograph everything, before discarding anything.
Step two. Message through the contact page with your order number, the name on the order, what the problem is, and your photographs.
Step three. We assess it and tell you what happens next. Depending on the case that may be a replacement, a refund, or a request to return the item. Sometimes photographs are enough on their own.
Step four. If a return is needed, you will be told where to send it and how. Do not post anything back before this step, because an unexpected parcel with no reference attached is very hard to match to a claim.
Step five. Once resolved, a replacement is dispatched or a refund is issued.
How refunds are paid
Refunds go back to the original payment method. They cannot be redirected to a different card or account, which is a fraud protection built into how payment processing works rather than a policy choice on our part.
How quickly the money appears is decided by your bank rather than by us. The refund leaves at our end promptly; the time it takes to land in your account varies between institutions and is often a few business days.
Your rights under Australian Consumer Law
Nothing on this page reduces your legal rights, and if anything here appeared to conflict with them the law would apply instead.
Australian Consumer Law provides guarantees that cannot be excluded by any store policy. Goods must be of acceptable quality, must match their description, and must be fit for the purpose they are ordinarily used for. Where they are not, you are entitled to a remedy, and the remedy depends on how serious the problem is. A minor problem may be repaired or replaced. A major failure entitles you to choose a refund or replacement.
The ACCC guide to consumer guarantees sets out what is covered, and the repair, replace, refund guidance explains how remedies are decided. If you cannot resolve something with us, your state or territory consumer affairs agency can help, and the ACCC lists them.
If we cannot agree
Most claims settle in one or two messages. Occasionally a customer and a retailer genuinely disagree about whether something is a fault, and it is only fair to say what happens then.
Raise it with us first and say plainly why you disagree. A surprising number of disputes are a misunderstanding about what was actually claimed, and they resolve as soon as both sides state it clearly.
If that does not settle it, you are not out of options and you do not need our permission to use them. Every state and territory runs a consumer affairs body that handles retail disputes for free, and the ACCC maintains the list of them. For guidance on what remedy you are entitled to before you escalate, the ACCC also publishes a plain English guide to repair, replace and refund, and the broader Australian consumer law site covers the framework.
We would rather you used those avenues than walked away unhappy. A store that treats an ombudsman as a threat is a store that expects to lose.
Fault or change of mind, side by side
| Faulty, damaged or wrong | Change of mind | |
|---|---|---|
| Who covers it | Us | Case by case |
| Opened item accepted | Yes | Generally no |
| Evidence needed | Photographs of item and packaging | Order number, item unopened |
| Typical outcome | Replacement or refund | Discussed individually |
| Backed by law | Yes, consumer guarantees apply | No legal entitlement |
| Best prevention | Photograph on arrival | Buy one before buying several |
How to avoid a return altogether
Most returns are preventable, and the prevention costs nothing.
Read the per unit strength before you buy. The most common source of disappointment is not a faulty product, it is a product that turned out far stronger or far weaker than expected. A pack listed at 1000mg containing ten pieces is a hundred milligrams each. A bottle listed at 2000mg delivering four milligrams per drop is a gentle product despite the larger headline figure. Convert to the per unit number before comparing anything.
Read the ratio on anything with both CBD and THC. A 22:1 product is CBD dominant with a trace of THC. A 1:1 is balanced and behaves completely differently. Brands sell several ratios in near identical packaging, so the ratio matters more than the brand name.
Buy one before you buy several. This single habit prevents more change of mind cases than everything else combined. Flavour is personal and no description substitutes for tasting something.
Check the device format. A cartridge needs a battery you already own. A disposable is self contained. Ordering a cart with no battery to put it on is a surprisingly common mistake and is not a fault with the product.
If you are unsure about any of this, ask through the contact page before ordering. A question before purchase takes one message. A return takes several.
Returns questions and answers
My disposable stopped before its puff count. Is that a fault?
Usually not. On non rechargeable devices the battery commonly runs down before the liquid does, which is normal for the format. Puff counts are manufacturer estimates from short test draws. If the device never worked, leaks, or failed with plenty of liquid and charge left, that is a fault and we will deal with it.
Can I return something I opened and did not like?
Opened consumables cannot be resold, so change of mind on an opened item is handled case by case rather than as a right. Unopened and sealed is a much easier conversation.
What evidence do you need for a damaged parcel?
Photographs of the item and the outer packaging together, taken before anything is discarded. The outer packaging is what shows the damage happened in transit.
Should I post the item back straight away?
No. Wait until you are asked. Sometimes photographs are enough, and an unexpected return with no reference attached is very hard to match to a claim.
How long does a refund take?
It leaves our end promptly. How quickly it appears in your account is set by your bank and is often a few business days.
Can the refund go to a different card?
No. Refunds return to the original payment method. That is a fraud protection built into payment processing rather than our policy.
Does your policy override my consumer rights?
No. Australian Consumer Law guarantees cannot be excluded by any store policy. Where anything here conflicts with the law, the law applies.
Related pages: shipping and delivery, terms and conditions, contact us and the FAQ.
The practical side of returns and refunds matters more than the marketing, which is why this page leads with detail.
Everything stated here about returns and refunds reflects what we actually hold rather than what we could order in.
Most questions about returns and refunds come down to stock, timing and price, and all three are answered above.
For returns and refunds we would rather set expectations accurately than promise something we cannot deliver.
That covers returns and refunds in practical terms. If your situation is unusual, ask us and we will give you a straight answer.
Anything on returns and refunds that is not covered here is worth an email, and we answer properly rather than with a template.
For returns and refunds we would rather set expectations accurately than promise something we cannot deliver.
Most questions about returns and refunds come down to stock, timing and price, and all three are answered above.
We keep this returns and refunds page current because outdated information helps nobody.
If anything about returns and refunds is still unclear, contact us before ordering rather than after. We would rather answer a question than process a return.
Questions about returns and refunds are welcome at any point. Our team answers specification queries directly and quickly.
Our position on returns and refunds is simple: publish what is true, hold what we list, and ship it quickly.
People researching returns and refunds usually want specifics rather than reassurance, so that is what this page gives.
If you have compared returns and refunds elsewhere and something here differs, ask us and we will explain why.
Anything on returns and refunds that is not covered here is worth an email, and we answer properly rather than with a template.
That covers returns and refunds in practical terms. If your situation is unusual, ask us and we will give you a straight answer.
If anything about returns and refunds is still unclear, contact us before ordering rather than after. We would rather answer a question than process a return.
For returns and refunds we would rather set expectations accurately than promise something we cannot deliver.
Most questions about returns and refunds come down to stock, timing and price, and all three are answered above.
Everything stated here about returns and refunds reflects what we actually hold rather than what we could order in.
The practical side of returns and refunds matters more than the marketing, which is why this page leads with detail.
Still weighing up returns and refunds? Get in touch and we will help you decide before you spend anything.
If returns and refunds is new to you, start small, read the packaging, and ask before assuming.
Anything on returns and refunds that is not covered here is worth an email, and we answer properly rather than with a template.
That covers returns and refunds in practical terms. If your situation is unusual, ask us and we will give you a straight answer.
People researching returns and refunds usually want specifics rather than reassurance, so that is what this page gives.
Anything on returns and refunds that is not covered here is worth an email, and we answer properly rather than with a template.