Return Policy

At Igetvapesaustralia, we are committed to providing high-quality e-cigarette products. Please read our return policy carefully before making a purchase:

1. Non-Returnable Products

  • We do not accept returns unless the product is defective or incorrect.

  • No returns for change of mind. Please ensure that you are selecting the correct items before finalizing your order.

2. Conditions for Returns
We accept returns only under the following circumstances:

  • The product is defective (e.g., malfunctioning or damaged upon arrival).

  • The product is incorrectly shipped (e.g., wrong item, flavor, or quantity).

3. Return Process
If your order meets the return conditions:

  • Contact us within 7 days of receiving the product, providing a clear photo or video of the defective or incorrect item.

  • We will review your request and provide instructions for the return or replacement process.

  • Defective or incorrect products will be replaced at no extra cost or refunded, based on the review.

4. Refund Policy

  • If a refund is granted, it will be issued to the original payment method after we receive the returned product and verify the issue.

  • Shipping fees are not refundable unless the return is due to an error on our part.

5. Service Process Policy
We aim to provide the best possible customer experience. Below is our standard process for handling customer inquiries, returns, and disputes.

5.1 Customer Service Contact Process

  • Inquiries: Customers can contact us via email, phone, or WhatsApp for any product, shipping, or service-related inquiries.

    • Response Time: We aim to respond to all inquiries within 24 hours on business days (Monday to Saturday).

  • Return and Refund Requests:

    • Customers should contact us within 7 days of receiving the product if they wish to request a return or refund.

    • Please provide clear evidence of any defects or errors (photos or videos) to help us verify the issue.

5.2 Handling Returns and Refunds

  • Return Approval: If the product is confirmed to be defective or incorrectly shipped, we will approve the return and arrange for a replacement or a refund.

  • Return Instructions: After verification, we will provide the customer with return instructions.

  • Refund Process:

    • Refunds are processed to the original payment method after the returned product is received and reviewed.

    • The process may take 7 business days to complete.

5.3 Customer Complaints or Disputes

  • If a customer is not satisfied with the resolution of a return or refund, they can escalate the issue to our Customer Support Manager for further review.

  • We are committed to resolving disputes in a fair manner, and we encourage customers to contact us promptly if any issues arise.

5.4 Customer Satisfaction

  • We aim to ensure 100% customer satisfaction. If any issues arise, customers are encouraged to contact us immediately.

  • We appreciate feedback, as it helps us improve our products and services.

5.5 Important Notes:

  1. Non-returnable Items: Opened or used products cannot be returned unless defective.

  2. Refund Eligibility: Only defective or incorrectly shipped items are eligible for a refund.

  3. Documentation: Please retain your order details (receipts, tracking numbers) when requesting a return or refund.

For any further questions or assistance, feel free to contact us at Email or via WhatsApp.

Contact Us
Email: [email protected]