At Vapes Superstore, we are committed to providing quality products and excellent customer service. If you experience an issue with your purchase, we encourage you to contact our customer support team so we can work with you to find an appropriate solution.
This Refund & Returns Policy explains your rights and our procedures regarding returns, exchanges and refunds for products purchased through our website. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances, you may be entitled to a repair, replacement or refund if a product: has a major failure; is significantly different from its description; is not of acceptable quality; is not fit for its intended purpose where that purpose was made known; or does not meet the consumer guarantees provided under Australian law. Nothing contained within this policy limits your statutory rights.

Change of Mind Returns
Unless required by Australian Consumer Law, Vapes Superstore is not obliged to accept returns for change of mind. Where we choose to accept a change of mind return, the following conditions generally apply: the return request is submitted within the timeframe specified by us; the item has not been used; the item remains unopened where hygiene or safety requires; the product is returned in its original packaging; all accessories, manuals and included components are returned; the product is suitable for resale.
Acceptance of change of mind returns is entirely at our discretion. Original shipping charges are generally non-refundable unless required by law.

Non-Returnable Products
For hygiene, safety and regulatory reasons, certain products may not be eligible for return once opened or used. Examples may include: opened vape devices; opened replacement pods; opened coils; opened e-liquids; consumable products; clearance or final sale items where permitted by law; gift cards; and any product identified as non-returnable at the time of purchase.
This does not affect your rights under Australian Consumer Law where a product is faulty or does not meet consumer guarantees.

Faulty or Damaged Products
If you believe a product is faulty, damaged or incorrect upon arrival, please contact us as soon as reasonably possible.
To assist with our assessment, we may request: your order number; photographs of the product; photographs of the packaging; a description of the issue; and any other relevant information. We will assess each claim individually and determine the appropriate resolution in accordance with Australian Consumer Law.

Incorrect Orders
If you receive an incorrect item, please contact us promptly after delivery.
Where we determine that an incorrect product has been supplied, we will work with you to arrange an appropriate resolution, which may include replacement, exchange or refund where applicable.

Return Approval
Before returning any product, customers should contact our customer service team to obtain return instructions.
Returns sent without prior approval may experience processing delays or may be refused where appropriate.
Return authorisation does not automatically guarantee approval of a refund.

Return Shipping
Unless otherwise required by Australian Consumer Law, customers are generally responsible for return postage costs associated with change of mind returns. Where a return results from our error or where required by law, we may reimburse reasonable return shipping costs or provide an alternative return method.
We recommend using a tracked shipping service when returning products, as we cannot guarantee receipt of items that are lost during return transit.

Inspection of Returned Products
Once a returned product is received, it may be inspected to determine its condition and eligibility for refund, replacement or exchange.
Products that show signs of misuse, accidental damage, modification, unauthorised repair or excessive wear may not qualify for a refund where permitted by law.

Refund Process
Where a refund is approved, it will generally be processed using the original payment method used to place the order.
Processing times vary depending on your payment provider and financial institution.
While we process approved refunds promptly, funds may take several business days to appear in your account.
Shipping charges may not be refunded unless required by Australian Consumer Law.

Exchanges
Where appropriate, we may offer product exchanges instead of refunds.
Exchange requests are subject to product availability and our assessment of the returned item.
If the requested replacement is unavailable, we may offer an alternative solution consistent with Australian Consumer Law.

Order Cancellations
Customers may request cancellation before an order has been dispatched.
Once an order has entered the shipping process, cancellation may no longer be possible.
If cancellation is approved before dispatch, a refund will generally be issued to the original payment method.

Warranty
Certain products may include a manufacturer's warranty.
Where applicable, warranty coverage is subject to the manufacturer's terms and conditions.
Warranty claims may require proof of purchase and supporting information regarding the issue.
Manufacturer warranties operate in addition to your rights under Australian Consumer Law.

Product Misuse
Refunds, replacements or exchanges may not be available where issues arise from: misuse; improper handling; accidental damage; unauthorised modifications; failure to follow instructions; normal wear and tear; improper storage; or use inconsistent with the intended purpose.
Each claim will be assessed individually.

Prescription and Legal Requirements
Where applicable, customers are responsible for ensuring they satisfy any legal or regulatory requirements associated with purchasing or possessing products in their State or Territory. Failure to meet applicable legal requirements may affect order fulfilment but does not limit your statutory rights under Australian Consumer Law.

Refused Deliveries
If a customer refuses delivery of an order without a valid legal basis, any refund issued may be reduced by applicable shipping, handling or return freight costs where permitted by law.

Fraud Prevention
To protect both our customers and our business, we reserve the right to investigate refund requests where fraud, abuse or suspicious activity is reasonably suspected.
Where appropriate, we may request additional documentation before processing a claim.

Limitation of this Policy
This Refund & Returns Policy should be read together with our Terms & Conditions, Shipping Policy and Privacy Policy.
If any part of this policy conflicts with Australian Consumer Law, the applicable provisions of the law will prevail.

Changes to this Policy
Vapes Superstore may amend this Refund & Returns Policy from time to time to reflect changes in legislation, business operations or website functionality.
Any updates will take effect once published on this website.
Customers are encouraged to review this page periodically before making a purchase.

Contact Us
If you have any questions regarding this Refund & Returns Policy or require assistance with a return, exchange or refund request, please contact our customer support team using the contact details published on our website. We aim to respond to all enquiries as promptly as reasonably possible during our normal business hours.