Return & Refund Policy – Aussie Vape Vault

1. 30-Day Money-Back Guarantee

Aussie Vape Vault offers a 30-day money-back guarantee on eligible hardware products. Shop confidently knowing you can request a return if your unopened order does not meet your expectations.

2. Eligibility Criteria for Returns

To qualify for a return under our 30-day policy, your item must meet the following mandatory conditions:

• The item must be completely unused, unopened, and in its original factory condition.
• There must be no signs of wear, physical damage, or seal tampering.
• The product must include all original factory packaging, user manuals, spare coils, and components.
• The return request must be submitted within 30 days of delivery.

3. Non-Returnable Items (Hygiene & Safety Regulations)

Due to health, hygiene, and strict safety regulations in Victoria and Australia, the following product categories cannot be returned once unsealed or opened:

• Opened or unsealed e-liquids and flavor concentrates.
• Used or opened disposable vapes, pod cartridges, and replacement coils.
• Clearance, promotional sale items marked as final sale.
• Gift cards and digital vouchers (non-refundable).

4. How to Request a Return (4-Step Return Process)

Follow these steps to return your eligible item to our Truganina store:

• Step 1: Contact Customer Support – Email contact@aussievapevault.com or call 0468228944 with your order number and reason for return.
• Step 2: Return Approval & RAN Number – Once approved, our team issues a Return Authorization Number (RAN) and packaging guidelines.
• Step 3: Securely Package Your Parcel – Pack the item securely with your RAN number included inside the box.
• Step 4: Ship to Return Address – Send your return parcel to: Aussie Vape Vault Returns, 22 Mitcham St, Truganina VIC 3029, Australia. (Customers cover return freight unless the item is faulty).

5. Refund Process & Timelines

Once your return is delivered to our Truganina vault, our technical team inspects the item within 48 hours:

• Approval Notification: You will be notified via email regarding the approval or rejection of your refund.
• Refund Method: Approved refunds are credited directly back to your original payment method (Credit Card, Bank Transfer, or BTC Wallet).
• Processing Time: Refunds take 7 to 10 business days to reflect in your account depending on your banking provider.

6. Product Exchanges

We offer immediate product exchanges for:

• Defective or Dead-On-Arrival (DOA) hardware devices.
• Incorrect items received due to packing errors.

Contact our support team immediately to arrange priority express replacement dispatch.

7. Damaged, Faulty, or DOA Products (ACL Rights)

Under the Australian Consumer Law (ACL), you are entitled to a replacement or full refund for major product failures:

• Please inspect your package upon arrival and notify us within 48 hours of delivery if your item is damaged or defective.
• Provide clear photos or short video evidence of the fault to expedite your claim.
• We will provide a prepaid return shipping label and send a free replacement or full refund.

8. International Returns & Customs Duties

For orders shipped outside Australia:

• International return freight charges and customs duties are the responsibility of the customer.
• Please verify local import regulations before initiating an international return.

9. Customer Support Contact

If you have questions regarding your return status, refund eligibility, or warranty coverage, our customer service team is ready to assist:

Aussie Vape Vault Customer Returns Department
Address: 22 Mitcham St, Truganina VIC 3029, Australia
Phone: 0468228944
Email: contact@aussievapevault.com