Delivery & Returns

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange under any conditions.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Gift Cards cannot be returned or refunded.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within two working days. 

Refunds will only be issued in the amount of the original purchase price, minus a 15% restocking fee. Shipping fees will not be refunded.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@vapesonline.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at enquiries@vapesonline.com.au 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

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Shipping

All orders will be delivered within 3-7 business days and calculated once the item leaves our warehouse. Please note that some rural locations such as NT and WA can take an extra 3-5 days to arrive. 

Orders are shipped daily on weekdays (excluding public holidays in ACT). All orders placed after 2pm, including standard post and express post, will be shipped the following business day.

Express Shipping - Please note, some locations may be outside of the guaranteed overnight delivery area. Please refer to the Australia Post website for further details on delivery to your area.

Your Details: Please ensure that you check that your address details are correct when placing an order, so that it can be delivered accurately. It's also important that you use your real name on your order, as if the parcel is for any reason undeliverable and goes to a post office, you will need ID in that name to collect your parcel.

Return to Sender: If a parcel is un-deliverable or not collected from a post office, it will be returned to sender. If you would like your order re-shipped, you will be required to pay another shipping fee.

 

How will I know if my order has been sent to me?

Don’t worry, we’ll send you an email with your tracking number once your order has been shipped. Alternatively, you can also log into your account which will show you the status of your order.

 

Can I track my order?

Of course, we’ll send you a tracking number for your order in an email once it’s shipped and you can check the status on the Australia Post website.  

haven’t received my order yet, where is it!?

We try to make our delivery estimates as accurate as possible. Keep in mind though, deliveries can be delayed in the post especially around the busy times. Please check the status of your order on the Australia Post website using your tracking details provided by email. If you have any questions about your order, please contact us at salesinfo@vapesonline.com.au

 

Can I return my order?

Due to the nature of the items we sell, unfortunately we’re unable to accept returns. Please ensure you select the correct items before placing your order. If you have any questions about an item, please contact us at salesinfo@vapesonline.com.au before placing your order.

 

My item is faulty or damaged, can I get an exchange or refund?

Every case is different but in short, yes. We always need further information so you’ll need to email salesinfo@vapesonline.com.au and include your order details, photo (if applicable) and a description of your item. We’ll assess your query and if it’s found to be faulty, damaged or we need to physically asses it, we’ll be in touch with you to let you know what the next step is.

Refunds will only be issued in the amount of the original purchase price, minus a 15% restocking fee. Shipping fees will not be refunded.