Vape Returns Policy: How Faults, Refunds and Replacements Work
A vape returns policy should be something you can actually use, not three lines of legalese designed to make you give up. This page sets out the IGET Vapes Australia Store vape returns policy in full: what counts as dead on arrival, how to claim on a faulty device, what genuinely cannot come back, how long each step takes and where your rights under Australian Consumer Law sit above everything we write here. Keep your order number handy, because every claim starts with it, and if anything below is unclear the contact page tells you how to reach a human at Contact@igetvapesaustraliastore.com.
The short version of our vape returns policy
Three sentences cover ninety percent of cases. If a product arrives dead, damaged or wrong, we replace it or refund it, and we pay for that outcome, not you. If a device develops a genuine fault within its expected life, we assess the claim quickly and put it right with a replacement or refund. If a consumable has been opened and used and simply is not to your taste, it cannot come back, because vaping products are single user goods that no store can lawfully or hygienically resell.
Everything else on this page is detail in service of those three sentences. The same standards apply across the entire catalogue, from an IGET One 12000 to a single pack of S3 replacement pods, and they operate alongside, never instead of, the consumer guarantees described next.
Your rights under Australian Consumer Law come first
Australian Consumer Law gives every customer guarantees that products will be of acceptable quality, fit for purpose and match their description. Those guarantees are automatic, cannot be signed away, and sit above any store's vape returns policy, including ours. When a product fails to meet a guarantee, the law entitles you to a repair, replacement or refund depending on whether the failure is major or minor. The authoritative plain English explanation lives with the regulator, the Australian Competition and Consumer Commission, and we encourage you to read it; an informed customer makes every claim conversation faster.
What this means in practice at IGET Vapes Australia Store: nothing in this vape returns policy limits, excludes or waters down your statutory rights. Where our voluntary process is more generous than the legal minimum, you get the generous version. Where the law grants something this page forgot to mention, the law wins. That is exactly how it should work in an 18+ store that intends to be here for years, and the same commitment is written into our terms of service.
Dead on arrival: the fast lane
Dead on arrival means the product failed before you got any real use from it: a device that will not fire out of the box, a unit that arrived crushed in transit despite the packaging, a pod leaking on unboxing, or the wrong item picked entirely. DOA is the fast lane of any decent vape returns policy, and ours works like this.
Step 1: tell us within 7 days of delivery. Email Contact@igetvapesaustraliastore.com with your order number, the product name, and a short description of the problem. The clock runs from the delivery scan, so unbox your order when it arrives rather than weeks later.
Step 2: attach evidence. A photo or short video showing the fault or damage is enough: the unresponsive device on charge, the leak, the crushed box. Evidence lets us approve most DOA claims from the email alone, with nothing to post back.
Step 3: we make it right. Approved DOA claims are resolved with a replacement in your next parcel or an immediate refund, your choice. Where we do need the item back for supplier assessment, we cover the return postage with a prepaid label. You are never out of pocket for a genuine DOA.
Faulty device claims after first use
Devices that worked initially and then failed early are assessed on whether the product delivered the life a reasonable customer would expect. A Bar Pro 10000 that dies at a few hundred puffs has plainly failed that test; one that fades after months of heavy daily use has simply been used up. When you claim, tell us roughly when you started the device and what it is doing now: not firing, not charging, gurgling, burnt taste from the first puff, or auto-firing, which is rare but should be reported immediately and the device set aside.
For rechargeable hardware like the IGET Bar Plus S3 kit, we will run through quick checks first, because half of all battery complaints are a worn cable or a lint-packed USB-C port, and fixing that in two minutes beats a week of postage. Genuine faults get a replacement or refund under the same standards as DOA. Physical abuse is the boundary: a device that went through the wash, hit the pavement or spent a week on a car dashboard is outside any vape returns policy and outside the consumer guarantees too, which cover manufacturing quality, not accidents.
What cannot be returned: opened consumables
Vaping products go in your mouth. Once a disposable is puffed or a pod is opened, it can never re-enter stock, full stop, and no honest vape returns policy anywhere will take working, opened consumables back for change of mind. The excluded list is short and logical:
Opened or used disposables and pods that are working as designed; products where you simply dislike the flavour you chose; sealed products returned for change of mind after the change of mind window; and anything damaged by misuse rather than manufacture. Flavour regret is the common one, so choose carefully the first time: category pages for IGET Bar Pro, IGET One and IGET Bar describe every flavour honestly, and the FAQ hub explains the flavour families. Buying one unit of a new flavour before committing to a bulk pack is the veteran move.
Unopened, sealed products in resaleable condition are a different story: we accept change of mind returns on those within 14 days of delivery, with return postage at your cost and the refund issued on arrival and inspection. None of these exclusions ever apply to faulty goods; a faulty product is claimable whether opened or not, because the consumer guarantees do not care that you unwrapped it.
Timeframes at every step
Deadlines should bind us as much as you, so here is the whole vape returns policy on a clock.
| Situation | Report within | Our response | Resolution |
|---|---|---|---|
| Dead on arrival or transit damage | 7 days of delivery | 1 business day | Replacement or refund on approval |
| Wrong item received | 7 days of delivery | 1 business day | Correct item sent, our cost |
| Early device fault | As soon as noticed | 1 to 2 business days | Assessed, then replacement or refund |
| Change of mind, sealed items | 14 days of delivery | 1 business day | Refund after return inspection |
| Parcel lost in transit | When tracking stalls | Carrier case opened | Replacement or refund once declared lost |
Lost parcels sit jointly between this page and the shipping guide, which defines exactly when a stalled tracking number becomes our problem to chase. You never need to argue with a carrier yourself.
Refunds, replacements and store credit
Approved refunds go back to the original payment method within 2 business days of approval; banks then take 3 to 5 business days to show the money, and bank transfer refunds need your BSB and account number by email. Replacements ship with your choice of adding them to your next order or as a standalone parcel at our cost. Store credit is offered as a convenience when you prefer it, never forced on you in place of a refund you are entitled to. If we refund a whole order that qualified for free delivery through a promotion, the refund is the full amount you actually paid, without creative deductions.
One more promise worth writing down: claims are handled by the same small team that answers everything else, not routed offshore to a script. Most customers who use the vape returns policy once end up ordering again, which tells you the process works. Everything we stock, and everything this policy protects, lives in the shop. A vape returns policy is ultimately a bet the store makes on its own products, and because every unit here passes authenticity checks before sale, it is a bet we win comfortably, which is why we can afford to keep the process this generous.
Make your vape returns policy claim airtight in five minutes
Most rejected claims across the industry fail on evidence, not merit, so here is how to make any vape returns policy claim, including ours, effectively impossible to knock back. First, photograph the parcel and contents on arrival if anything looks off; a timestamped unboxing photo settles transit damage questions instantly. Second, keep the retail box for at least the first week of a device's life, because it carries the batch code that ties your unit to a production run. Third, when a fault appears, capture it on video: ten seconds of a device refusing to fire while on charge says more than three paragraphs of description. Fourth, report inside the windows in the table above; a vape returns policy runs on deadlines and early reports sail through. Fifth, send everything in one email with your order number in the subject line.
Do that and your claim becomes a same day approval in almost every case. It also protects you beyond this store: the habits that satisfy our vape returns policy are exactly the evidence any fair trading office or the ACCC would want if a dispute with any retailer ever went further. Five minutes of photos beats five weeks of argument, every time.
Vape returns policy FAQ
Do I need the original packaging to make a claim?
For faults, no; photos of the product and its batch code are enough in most cases. For sealed change of mind returns, yes, the product must come back exactly as sent. Keeping the box until a new device proves itself for a few days is a smart habit regardless.
Who pays return postage?
We do, whenever the product is faulty, damaged or our mistake, via a prepaid label. You do for change of mind returns of sealed products. That split is standard under Australian Consumer Law guidance and applies to every product in the store.
Can I return a vape I bought as a gift?
Claims run against the order, so the buyer is the fastest route: have them email us with the order number. If they are unreachable, contact us with the details you have and we will work with what is provable. Everyone involved must be 18 or over; we are an adult-only store at every step, including returns.
What if my claim is rejected?
We tell you exactly why in writing, never a bare no. If you disagree, reply with anything we missed and a second person reviews it. Beyond us, your state fair trading office and the ACCC oversee consumer guarantee disputes, and our rejection never affects those rights.
How is a big order with one faulty unit handled?
The faulty unit is claimable on its own; the rest of the order stays yours. We replace or refund the affected device only, which is why bulk buyers should test each device as they open it and report duds within the fault windows above.
Does this vape returns policy cover every product you sell?
Yes. Disposables, pod kits, replacement pods and accessories all carry the same protections described here, with the same timeframes and the same Australian Consumer Law foundation underneath. There are no orphan products with lesser cover.