Refund Policy
Last updated: 21 July 2026
This Refund Policy explains how AU Vape Direct handles refunds, replacements and returns for orders placed through https://auvapedirect.com/.
This policy applies in addition to any rights you may have under the Australian Consumer Law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
2. Change of Mind
Due to the nature of consumable products, we generally do not accept returns or refunds for change of mind.
This includes situations where:
- You no longer want the product
- You ordered the wrong flavour or item
- You changed your preference after ordering
- You found the product cheaper elsewhere
- You did not like the flavour after opening or using the product
We may choose to review a change-of-mind request at our discretion, but we are not required to accept it unless required by law.
3. Opened or Used Products
For hygiene, safety and product integrity reasons, we cannot accept returns of opened, used or tampered products unless the product is faulty or otherwise covered by consumer guarantees.
Please check your order carefully before opening any product packaging.
4. Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if your order arrives:
- Faulty
- Damaged
- Incorrect
- Missing an item
- Significantly different from the product description
Email: [email protected]
Please include:
- Your order number
- Full name
- Email address used at checkout
- Photos or video of the issue, where relevant
- A short description of the problem
We may ask for additional information to assess the issue.
5. Timeframe for Reporting Issues
Please contact us within 48 hours of receiving your order if your item arrives damaged, incorrect or missing.
For product faults that become apparent after delivery, please contact us as soon as reasonably possible after noticing the issue.
6. Assessment Process
Once we receive your request, we may review:
- The order details
- Product photos or video
- Packaging condition
- Batch or product information
- Whether the product has been opened, used or tampered with
- Whether the issue appears to be a product fault, delivery issue or misuse
Depending on the situation and your rights under Australian Consumer Law, we may offer:
- A replacement
- A refund
- Store credit, where appropriate and accepted by you
- Another suitable remedy
7. Major Problems
If a product has a major problem, you may be entitled to choose a refund or replacement.
A major problem may include where the product is unsafe, significantly different from the description, cannot be used for its normal purpose, or has a serious issue that would have stopped a reasonable customer from buying it if they had known about the problem.
8. Minor Problems
If a product has a minor problem, we may provide a suitable remedy, such as a replacement or another reasonable solution, depending on the issue.
9. Return Shipping
If a return is required, we will provide instructions before you send anything back.
Please do not send products back without contacting us first.
Where the product is confirmed to be faulty, damaged or incorrect, we will handle return shipping in line with applicable consumer law requirements.
If a return is approved for another reason, you may be responsible for return shipping costs.
10. Refund Method
Approved refunds will usually be processed back to the original payment method, unless we agree otherwise.
Please allow reasonable time for your bank or payment provider to process the refund after it has been issued.
11. Non-Refundable Situations
Unless required by law, refunds or replacements may not be available where:
- The product has been opened or used and is not faulty
- The product was damaged after delivery
- The issue was caused by misuse, improper storage or tampering
- You changed your mind
- You ordered the wrong item
- You did not follow product instructions
- The product packaging was discarded before the issue could be assessed
12. Contact Us
For refund, replacement or return enquiries, please contact:
Please include your order number so we can assist you faster.