Return & Refund Policy | Premium Vapes Australia
Effective Date: January 17th, 2025
At Premium Vapes Australia, we’re committed to providing high-quality vaping products and a reliable shopping experience. This Return & Refund Policy outlines your rights and our procedures for returns, refunds, and exchanges. We want you to shop with complete confidence.
1. 30-Day Money-Back Guarantee
We stand behind the quality of our products. Premium Vapes Australia offers a 30-day money-back guarantee on eligible items. If your purchase doesn’t meet your expectations, you can request a return within 30 days of receiving your order.
2. Eligibility for Returns
To qualify for a return, your item must meet the following conditions:
| Requirement | Details |
|---|---|
| Condition | Item must be unused, unopened, and in original condition — no signs of wear, damage, or tampering |
| Original Packaging | Must include all original packaging, accessories, manuals, and components. Missing packaging may result in rejection of the refund |
| Timeframe | Return request must be made within 30 days of purchase. Returns outside this period will not be accepted |
3. Non-Returnable Items
Due to health, hygiene, and safety regulations in Australia, the following items cannot be returned:
- Opened or used e-liquids (for hygiene reasons)
- Used or opened disposable vapes
- Clearance or discounted sale items (final sale)
- Gift cards (non-refundable)
4. How to Request a Return
To initiate a return with Premium Vapes Australia, follow these steps:
Step 1: Contact Us
Email us at support@premiumvapesau.com with the following details:
- Order number
- Product name(s)
- Reason for return
Step 2: Return Approval
Our team will review your request. If approved, you’ll receive a Return Authorization Number (RAN) and detailed return instructions.
Step 3: Package Your Item
Securely pack the item in its original packaging, including all accessories and documentation. Clearly include your RAN inside the package.
Step 4: Ship the Item
Send the package to the return address provided in your approval email. Please note:
- Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
- We recommend using a trackable shipping method for your protection.
5. Refund Process
Once your return is received and inspected by our team:
- Approval Notification: You’ll be notified via email of the approval or rejection of your refund.
- Refund Method: Refunds will be issued to your original payment method.
- Processing Time: Please allow 7–10 business days for the refund to appear in your account, depending on your bank or payment provider.
If you haven’t received your refund after this period, please contact our support team.
6. Exchanges
We offer exchanges for:
- Defective products
- Incorrect items received
To request an exchange, contact us via email with your order details. We’ll guide you through the return process and send out the correct or replacement item as soon as possible.
7. Damaged or Faulty Products
If your order arrives damaged or defective, we’ll make it right:
- Contact us within 48 hours of delivery
- Provide clear photos of the damaged item and packaging as evidence
We will either:
- Replace the item at no additional cost, or
- Issue a full refund if a replacement is unavailable
8. International Returns
For orders placed outside Australia:
- Return shipping costs are the customer’s responsibility
- Customs duties, taxes, or import fees may apply — please check with your local customs authority before returning items
9. Customer Support
Our friendly Aussie support team is here to help with any return, refund, or product-related questions.
Premium Vapes Australia Support Team
📧 Email: support@premiumvapesau.com
📍 Location: Sydney, NSW, Australia
🕐 Hours: 24/7 — we’re always just a message away
We aim to respond to all inquiries within 24 hours.
10. Policy Updates
Premium Vapes Australia reserves the right to update or modify this Return & Refund Policy at any time. Changes will be posted on this page with an updated Effective Date. We encourage you to review this policy periodically.
11. Final Note
At Premium Vapes Australia, we’re dedicated to delivering a trusted online vape shopping experience with transparent policies, quality products, and reliable customer support.
Thank you for choosing Premium Vapes Australia — we appreciate your trust and look forward to serving you.