Refund and Returns Policy
Our 14-Day Change of Mind Return Policy
At VapeOz, we want you to be completely happy with your purchase. If you change your mind for any reason, you can return unopened, unused items in their original sealed packaging within 14 days of delivery for a full refund of the product price (excluding original shipping costs).
Per Australian Consumer Law (ACL), this change-of-mind return is offered in addition to your full rights under the ACL, including guarantees of acceptable quality and fitness for purpose.
Non-Returnable Items (Hygiene & Safety)
For health, hygiene and safety reasons, we cannot accept returns of the following items once the packaging seal has been broken:
- Disposable vape devices (IGET, Alibarbar, WALA, GROO, SOEKE, AOIN, SWIX, KUZ) — once the sealed blister pack is opened
- E-liquid bottles that have been opened, even if unused
- Coils, pods and atomisers that have been removed from sealed packaging
- Used tanks, mods and drip tips
- Drip tips and mouthpieces
- CBD and nicotine-containing products (these cannot be returned once dispatched under any circumstances, per TGA regulations)
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, or you receive the wrong product, we will cover the full cost of return shipping and either:
- Send a replacement at no extra cost (subject to stock availability), or
- Issue a full refund including original shipping costs
This is your right under Australian Consumer Law, and we will resolve all legitimate fault claims within 5 business days.
How to Start a Return
- Contact us first — Email hi@vapeoz.com.au or WhatsApp +61 420 134 564 with your order number, the item(s) you want to return, and the reason.
- Wait for approval — We will email you a Return Authorisation (RA) number and the return address within 1 business day. Do not send items back without an RA number — unapproved returns will not be processed.
- Pack and ship — Repack the item securely in its original packaging. For change-of-mind returns, the customer pays return shipping. For faulty/damaged items, we will provide a prepaid shipping label or reimburse reasonable return postage.
- Receive your refund — Once we receive and inspect the return (within 5 business days of receipt), your refund will be processed to the original payment method within 3-5 business days.
Refund Methods and Timeframes
| Payment Method | Refund Method | Timeframe After Approval |
|---|---|---|
| Credit / Debit Card (Visa, MasterCard, Amex) | Original card | 3-5 business days |
| Afterpay | Afterpay account adjustment | 1-2 business days |
| Bank Transfer | Same bank account (refunded to source) | 1-3 business days |
Exchanges
We do not offer direct exchanges. If you need a different flavour or product, please return the original item for a refund (per this policy) and place a new order. This is the fastest way to get the product you actually want.
Return Shipping Address
Once your Return Authorisation is approved, we will email you the correct return address along with any specific shipping instructions. Do not ship to the address printed on your original packaging — it is a warehouse dispatch address, not a returns address.
Frequently Asked Questions
What if my device stops working a few days after delivery?
If your IGET, Alibarbar, GROO or other disposable device stops working or arrives faulty, contact us within 7 days of delivery with a photo or short video of the issue. We will send a free replacement on the next dispatch.
Can I return a device I don’t like the flavour of?
Unfortunately no — once the sealed packaging is opened, we cannot accept the return for hygiene reasons. This is standard policy across the Australian vape industry and protects every customer.
What if my package is lost in transit?
All orders are shipped with tracking and insurance. If tracking shows the package as lost, contact us and we will lodge an investigation with the courier. If the package cannot be located within 5 business days, we will send a replacement or issue a full refund — your choice.
What if I received the wrong item?
Email us a photo of the wrong item and your order number within 7 days. We’ll send the correct item at no extra cost, and provide a prepaid return label for the wrong item.
Contact Us About a Return
Email: hi@vapeoz.com.au (fastest response)
WhatsApp: +61 420 134 564
Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
Please include your order number, the items you wish to return, and the reason. We will respond within 1 business day.