Here at VE, we're all vapers ourselves, and we understand how frustrating it can be to receive a faulty device, so we've streamlined our returns process to make it faster and more efficient for you.
READ THIS FIRST:
Vaping gear can sometimes be complex and confusing to use unless you've done your research, so make sure you've Googled the problem you're having and read as much as you can about how to operate your device.
Start with simple troubleshooting steps to begin with - for instance, if your mod won't fire, try changing the batteries (if they're replaceable), try using a different atomiser to eliminate the possibility that it's actually your atomiser that's faulty, and try turning the mod off and on again.
It's important to make sure you've done everything you can to troubleshoot the problem before you return an item to us (we recommend signing up for Paypal Refund Returns - they will reimburse any return shipping costs), because if we receive a returned item that isn't faulty you'll need to pay a return shipping fee of $8 in order for us to send your device back to you.
Please note that;
Unlabelled or otherwise unrecognisable return packages will delay the returns process. We have received a few returns with no identifiable personal information, which obviously makes matching to a customer quite difficult!
- If the item is in good working order and we're unable to detect any problems that would require a refund or replacement, you'll need to pay a return shipping fee of $8 in order for us to return your hardware to you. If the item is faulty and we send you a replacement, we'll cover the cost of shipping.
If you've read all of the above and you've performed troubleshooting on your device and your problem still persists, you can fill in the returns form by clicking here to begin the returns process. Please read this form very carefully and ensure that every single field is filled out and that you follow every instruction exactly as it appears! If you submit this form incorrectly, or neglect to follow each step, we may not be able to process your return in a timely manner.
If you have any questions about the product returns process, or want to follow up on an existing return request, contact us at firstname.lastname@example.org
A warranty may only be claimed where proof of original purchase is presented, i.e. original purchase receipt or invoice. Under Australian consumer law in the event of a warranty issue you are responsible for the return postage of the product to us.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The guarantees under the Australian Consumer Law (“ACL”) are provided in sections 51 to 59 inclusive of the ACL (“Statutory Guarantees”) and the remedies are provided in sections 259 to 266 inclusive of the ACL (“StatutoryRemedies”).
- Liquids: As our liquids and concentrates contain food grade ingredients and are considered consumable, we do not allow returns at this time. Please keep in mind that taste is subjective! While we hope to please your taste buds, we cannot guarantee their satisfaction.
Coils / Clearomisers / Atomisers: With a DOA policy of 36 hours on atomiser coils, we do not offer a standard warranty on these items as they are considered consumables (designed to be used and thrown away after a certain amount of time)- please keep in mind that coils must have adequate e-liquid in the wicking material ("primed" with e-liquid) before firing to ensure the coil doesn't "burn out" - we cannot replace coils that have not be correctly used, sufficiently primed, or used at incorrect wattages, causing burnt wicking material.
Batteries - As batteries are consumable items, in the case of an item dead on arrival (DOA) we will happily replace a faulty battery within two weeks from the purchase date (14 days)
Mods/Chargers/Other hardware devices: Please read below on warranty conditions for hardware items.
Warranty resolutions from time of purchase.
Time of fault: 0-3 Months
Vapoureyes or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame. In the event of a fault and if the product is determined faulty through no fault of the customer, then the customer can request an exchange, credit, or refund of the original purchase price.
As the product cycle in the vape industry is quite rapid with new products being released all the time, our standard procedure is to credit the purchase price back into your account so you can purchase any new device that you like. If the amount is less than the $50 free shipping threshold, we will additionally credit your account $8 to cover return shipping costs to you (up to total value of $50, our free shipping threshold).
Alternatively, customers can request repair free of charge in accordance with the manufacturers warranty.
Time of fault: 3-12 Months
VAPOUREYES or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame. In the event of a major failure or minor defect and if the product is determined faulty through no fault of the customer, then the customer can request repair free of charge by an approved manufacturer’s repairer.
If the goods cannot be repaired within a reasonable time frame the customer can request that Vapoureyes replace the product. Vapoureyes will then replace the product with a new or used product of the same brand that has similar features. In some circumstances (such as catastrophic failure) the provisions under the ACL may still provide for an automatic replacement or full refund of the original purchase price.
Time of fault: 12+ Months
Whilst individual circumstances may vary and the law is uncertain, the policies set out above are intended to provide you with remedies that Vapoureyes believes in most circumstances to be consistent with your statutory rights under the ACL in the event of breach of a Consumer Guarantee relating to faulty products.
However, these policies are in addition to, and do not limit your rights with respect to, the Consumer Guarantees or any other rights and remedies that you have under a law in relation to the goods sold by Vapoureyes.
If you are not satisfied with a remedy under the Vapoureyes Minimum Voluntary Warranty Policy you can discuss your concerns with a Vapoureyes Store Manager who is authorised to provide an alternative remedy where appropriate.
If the store manager believes that the Vapoureyes remedy is adequate but you are not still satisfied that your ACL rights are being appropriately observed then you can submit your concerns in writing to our ACL Warranty Claims Officer by completing our contact form for further consideration by Vapoureyes.
The Product must be used in accordance with manufacturer's instructions. This Warranty does not apply should the defect in or failure of the Product be attributable to misuse, abuse, accident, act of God such as lightning, or nonobservance of manufacturer's instructions on the part of the user. This Warranty does not cover ordinary wear and tear in the Product or its parts.
Vapoureyes does not accept liability for
- any loss or damage however suffered, caused by or arising out of any failure to use the Product in accordance with the manufacturer's instructions, and
- any indirect, consequential or economic loss or damage however caused.
This Warranty is immediately void if -
- Any serial number or appliance plate is removed or defaced
- The Product has been serviced or otherwise repaired by a person not authorised to do so by Vapoureyes or where non approved replacement parts are used.
The Product is designed for domestic use only. The Product must be connected to the electrical voltage supply as specified in the ratings label located on the Product. This Warranty does not cover defects arising from non-domestic use or incorrect voltage supply
This Warranty may only be claimed against where proof of original purchase is presented, for example, original paper or email receipt, or invoice.
Any parts of the Product that need to be replaced, or if the whole Product needs to be replaced, the replaced Product, become the property of Vapoureyes . The Warranty on any replacement Product or parts will expire on the same date that the Warranty Period on the original Product expires.
The benefits provided by this Warranty are in addition to all other rights and remedies in respect of the Product which the Purchaser has under the Trade Practices Act 1974 and/or any other applicable State and Territory Laws, and applicable laws in New Zealand, which rights and remedies by law may not be excluded. All other warranties and representations, express and implied, are hereby excluded.
The Purchaser bears the onus of proving that the defect occurred during the Warranty Period, and was not caused by any of the causes excluded from this Warranty.
This Warranty does not cover Products purchased second hand.
The Purchaser is responsible for all postage and freight charges and any other expenses incidental to claiming against this Warranty.
The Warranty excludes consumable items (such as batteries, coils, liquids, wire, cotton) and normal wear and tear.
If you’re certain your product is defective, and the product is covered by the terms of this warranty, you need to take the product back to the Vapoureyes location you purchased it from, or return the item to our online warehouse via the warranty claim form on this page. In this event, per the terms of this warranty you will need to present the purchase receipt as proof of purchase so please make sure you keep your receipt on hand for the duration of the warranty period.