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Returns policy

RMA Request

We want you to be happy with your purchase, and we apologize if it is not. For whatever reason you are not satisfied, we would be most happy to provide exchanges and returns for all items purchased from us.

Our policy lasts 30 days. Unfortunately, if 30 days have gone by since your purchase, we can’t offer you a refund or exchange.

If you would like to return a product for store credit, replacement, or refund, please get in touch with our customer support for a return request.

Here are the steps you will want to take:

  1. Contact us if you want to return/exchange the item or get a refund. (Please get approval from us before sending the item)
  2. We may email you after you submit the Return in any attempts of troubleshooting.
  3. Repackage the item, attach your order number to the parcel and send it to the address we provide.
  4. Contact us when the parcel arrives.
  5. Once approved, refunds can take up to 2-3 business days to completely process after the refund has been initiated.

RMA Request Info

Please provide as many details as possible, including

  • Order number
  • Full Name
  • Mail
  • Item name and quantity
  • Reason for the return

Request Will Be Approved If

If the return is approved, you will get further directions on shipping the package back to us.

VapePenZone will accept product returns and provide you with a refund where

  • UNOPENED and UNUSED items; or
  • The product is faulty or is not of acceptable quality; or
  • The product is not fit for its intended purpose; or
  • The product does not match the sample or our description; and
  • For all refund applications, you must present your, device serial number as well as adequate proof of purchase.

Request Will Not Be Approved If

We will not accept product returns or provide you with a refund where

  • The customer determines that the taste of the product does not align with their expectations.
  • The customer is not able to provide proof (photo/video) of the item/s concerned.
  • Opened or used E-liquid or pods are non-refundable and are not to be returned for hygiene reasons. Store credit may given or replacement pods shipped if product was deemed faulty.

Refund

VapePenZone will issue a store credit or a refund for the cost of the missing item/s once the claim is internally investigated and verified.

You Must report any Cosmetic Damage or Issues with Goods Received Within 24 Hours of Delivery Confirmation. Photographic or Video evidence of all issues is mandatory.

Please note that we require you to email/send a video or picture of damaged or defective merchandise before sending the items back to help us. This is necessary to help us understand the issue. We may also email you with troubleshooting steps to save you the time of returning the items.

Late Or Missing Refunds 

If you haven’t received a refund yet, first recheck your bank account.  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 after three business days, please get in touch with us.

Shipping

To return your product, you should contact us first before delivery

  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 
  • In case of a partial refund, if the amount paid after the refund still exceeds the free shipping terms ($100 AUD), no shipping charges will be deducted. 

If any of the products received is deemed defective or a wrong shipment, we will bear the cost of shipping. 

Promotional Term & Conditions

For returns on promotional items, all items included in the promotion need to be returned. When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.

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