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Refund and Returns

Vapeonix Returns & Refunds Policy

Returns, Exchanges, Refunds & After-Sales Support

Returns, Exchanges & Refunds

At Vapeonix, we want customers to feel confident when purchasing from us.

If you receive a faulty, damaged, incorrect or otherwise eligible product, please contact our customer service team as soon as reasonably possible. We will review the issue based on the condition of the product, the order information and the circumstances of the claim.

All return, exchange and refund requests are subject to review before a final resolution is provided.

 

When You May Request After-Sales Support

You may contact us for assistance if your order involves any of the following:

  • A device is faulty or does not operate as expected
  • A product arrives damaged
  • A product shows abnormal leakage or another clear quality issue
  • The product, model or flavour received does not match the order
  • The product or packaging has been visibly damaged in transit
  • The product cannot pass an applicable official authenticity check
  • The parcel is confirmed as lost by the delivery carrier
  • Another product issue that reasonably requires review or remedy

Depending on the circumstances, an appropriate resolution may include a replacement, refund or another suitable solution.

 

Situations That Are Generally Not Product Faults

The following circumstances are generally not considered product faults:

  • Normal depletion through ordinary use
  • Battery life ending through normal use
  • Damage caused by dropping, impact, crushing or other external force
  • Damage caused by water, moisture, excessive heat or improper storage
  • A product that has been disassembled, modified or repaired by the customer or another party
  • Damage caused by improper or unreasonable use
  • An issue that was clearly disclosed before purchase and accepted by the customer

Where an issue results from misuse, accidental damage or normal wear, a refund or replacement may not be available.

 

Change-of-Mind Returns

If there is no fault with the product and you simply change your mind, we may only consider a return where the item meets the following conditions:

  • The product is unused
  • The product has not been opened
  • The original factory seal remains intact
  • The original packaging, accessories and included contents are complete
  • The product remains in a condition suitable for resale

For hygiene, safety and product-integrity reasons, opened or used products are generally not eligible for a change-of-mind return.

Change-of-mind requests are assessed separately from claims involving faulty, damaged or incorrect products.

 

Faulty, Damaged or Incorrect Products

If you receive a faulty, damaged or incorrect product, please contact us as soon as reasonably possible.

To help us review the issue efficiently, please provide where possible:

  • Your order number
  • The product name
  • A short description of the issue
  • Clear photos showing the product and the problem
  • A short video where useful to demonstrate a device fault
  • Photos of the outer packaging where transit damage is involved

In some cases, photos or video may be sufficient for us to review the claim. In other cases, we may need additional information or ask for the product to be returned for inspection.

 

Refunds & Replacements

If your claim is approved, we will provide an appropriate resolution based on the nature of the issue and the circumstances of the order.

Possible resolutions may include:

  • Replacement with the same product
  • Replacement with another suitable product where appropriate
  • Refund to the original payment method
  • Another solution agreed between Vapeonix and the customer

Approved refunds will be processed as promptly as reasonably possible. The time for funds to appear in your account may vary depending on your bank, card issuer or payment provider.

 

Refund Method

Refunds are generally returned to the original payment method used for the purchase.

If a refund cannot reasonably be processed through the original payment method, we will contact you to arrange an appropriate alternative.

The amount refunded will depend on the relevant order and the circumstances of the approved claim.

 

Return Shipping

Where a product is confirmed to be faulty, incorrect, damaged in transit or otherwise requires return due to an issue for which we are responsible, return shipping arrangements will be handled according to the circumstances of the claim.

In some cases, we may be able to review the issue using clear photos or video and may not require the product to be physically returned.

For change-of-mind returns, any applicable return shipping arrangements will be explained after the return request has been reviewed and approved.

Please do not send any product back before contacting us and receiving return instructions.

 

Incorrect Products

If we send you a product that does not match your order, please contact our customer service team and provide your order number together with photos of the product received.

Once the issue has been reviewed, we may arrange the correct product, a replacement, a refund or another suitable resolution depending on the circumstances.

 

Transit Damage

If your parcel or product arrives with visible transit damage, please keep the product, original product packaging, shipping packaging and relevant delivery labels.

Please take clear photos showing the damage. This information may be required to review the claim and, where appropriate, to raise an enquiry with the delivery carrier.

 

Lost Parcels

If tracking information has not updated for an extended period or you believe your parcel may have been lost in transit, please contact us.

We may first investigate the shipment with Australia Post or the relevant carrier. If the parcel is confirmed as lost, we will review the order and provide an appropriate resolution.

 

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Where the order has not yet entered a stage that can no longer reasonably be reversed, we will try to assist with the cancellation.

If the order has already been processed, packed or handed to the delivery carrier, cancellation may no longer be possible and the applicable return process may need to be followed instead.

 

Product Review & Inspection

Vapeonix may reasonably review a claimed product issue before providing a final resolution.

The review may include:

  • Reviewing photos or videos
  • Checking product and packaging information
  • Reviewing order records
  • Reviewing delivery or tracking records
  • Requesting the product to be returned for inspection where reasonably necessary

The review method will depend on the nature of the issue and the information available.

 

How to Request a Return, Exchange or Refund

If you need after-sales assistance, please contact our customer service team and provide as much relevant order and product information as possible.

Email: vapeonix@gmail.com

When contacting us, please include where possible:

  • Order Number
  • Product Name
  • Issue Description
  • Relevant Photos or Video

Our customer service team will review the information provided and advise you of the next steps.