Returns and Refunds Policy

We want you to be happy with your order. If something is not right, contact us and we will sort it out.

Change of mind

We do not accept change of mind returns. Please choose carefully and check your order before completing your purchase. This does not affect your rights where an item is faulty, damaged or incorrect — those are covered below.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, or is not what you ordered, contact us within 3 business days of delivery — ideally the next day — with your order number and a photo of the item and its packaging.

Where the fault is confirmed we will replace the item or refund it in full including the original postage, and we cover the cost of returning it.

This does not limit your rights under the Australian Consumer Law. Nothing in this policy takes away any guarantee, warranty or remedy you are entitled to under that law.

If your order does not arrive

All battery-operated products are sent by approved road freight rather than air freight, to comply with carrier safety requirements and to reduce the risk of parcels being stopped or returned.

Every order is sent with a tracking number, emailed to you as soon as the parcel leaves us. If tracking has not updated within 1 to 3 business days, contact us and we will open an enquiry with the carrier.

If a parcel is confirmed as lost, stopped or returned before delivery, we will send one replacement by road freight at no additional cost. If it cannot legally or reasonably be resent, we will provide a full refund.

How to request a return or refund

Email support@ausvapesupply.com with your order number, the item concerned, the reason, and a photo if the item is faulty or damaged. We respond to return and refund requests within 1 to 2 business days.

Please do not send anything back before contacting us. We will confirm the return address first, and items sent back without an approved return may not be refundable.

Refunds

An approved refund goes back to your original payment method within 3 to 5 business days of us receiving the returned item, or of approving your claim where nothing needs sending back. Your bank may take a few more days to show it.

We will always contact you about a refund rather than leaving you to chase it.

Contact us