Warranty & Returns
Vape products can be quite complicating at first and hard to understand with a vast variety of technical terms, if you are having a problem with your Vaporiser try and research the problem first. There is a world of information on google and youtube regarding trouble shooting for vapes, just pop in the name of your device and a video or feedback is sure to come up!
Do some basic electronic trouble shooting, for example: turn the device off and on, if the device is not turning on, change the battery out (if the battery is removable) or try using a different charging cable, you can also try changing the coil/atomiser or pod.
It is important to try your best with troubleshooting first before sending the device back to us in the mail, if we receive the product back in the mail that is not faulty we do need to charge a shipping fee of $7.90 to get it back out to you.
If you have tried all of the troubleshooting with no luck, you can also contact our staff via mail at email@example.com or give us a call on 1300 550 313 and we will try out best to help you with the issue over the phone.
What is covered under warranty and what is not?
Warranty covers manufacturing faults, defects or other issues not caused by your fault.
All products Vape Industries sell, excluding some products listed below, come with a statutory 3 month warranty (90 days). Some manufactures will offer warranty longer than 90 days, if you have any queries regarding manufactures warranty please contact us at firstname.lastname@example.org.
Under the terms set within the ACL, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Warranty does not cover
- Deliberate or Accidental Abuse or Misuse Damage
- General Wear and Tear
- Water, Liquid or E-Liquid Damage
- Unauthorised Repairs
- Excessive force or improper use
- Cosmetic Damage (e.g. scratches, dents)
- Third Party Programs or Accessories/Unsupported Chargers
Batteries are a consumable product and designed to diminish over time and are not repairable. Please make sure you try the battery as soon as your receive it to ensure it is discharging correctly and can be recharged. We will offer you a 10 day warranty from the date of purchase to ensure they are in good working order out of the box.
These are consumable products and designed to diminish over time. We cannot offer you warranty on these products (excluding DOA) once they have been removed from their original packaging & installed into your device. Please ensure you follow manufactures or our instructions for correct use, for example: priming the coil, setting the device at the wattage indicated for that particular coil & using the correct liquid.
Liquids contain food grade products and are considered a consumable, we do not accept returns for E-Liquid once opened, unless there is a manufacturing fault. We strive to sell the best quality/ best tasting juice out there & hope to satisfy your tastebuds but taste is subjective. We cannot guarantee satisfaction.
Faulty product returns
To claim a refund, replacement or exchange you will need a proof of purchase (Bank statements are not accepted as a proof of purchase) and the product you want to return, including all the accessories you received with the product.
RETURN PROCESS (IN-STORE)
Lockdown updates: We are currently not accepting returns/warranty returns in-store at the moment due to government regulations. However you are able to send it back to us in the mail. Please follow below instructions for return via mail.
RETURN PROCESS (VIA MAIL)
If you have issues with a product please send us an email on email@example.com and our staﬀ can advise you on the steps to take to resolve your issue.
Vape Industries Sutherland
29A Eton Street
- Please include in the parcel: Item(s) you wish to return, proof of purchase and information regarding the problem with the product, your ﬁrst and last name and telephone number. (Please try to be specific and detailed in your description of the issue so we can process your return quicker!)
- Keep your proof of postage receipt (from the post office) If your return items get lost in the postal system and you cannot provide a proof of postage receipt we are unable to help you.
*If you are returning a Starter Kit, Kit or Tank please empty and clean the Liquid from the tank for staﬀ Health & Hygiene, Vape Industries will not accept returns that have liquid still in the Tank.
Please allow up to two business days for the assessment to be processed. We will contact you once we have a result. Please note, we are not responsible for products returned to us that is lost in transit or for any return postage charges incurred, excluding the return of replaced/repaired products. We are unable to refund postage if postage was paid for the original delivery.
If the Product meets our Warranty Policy we will send the repaired item, replacement or exchange, free of charge back to you.
Your original warranty period is not renewed or extended as a result of a warranty repair or replacement.
If the product is in good working condition and Vape Industries ﬁnds that there are no issues that require a repair, replacement or refund. The customer is required to pay for return postage fees ($7.90).
CHANGE OF MIND RETURNS
Purchases that have been made in error for example if you have ordered/purchased the incorrect colour, ﬂavour, size or unwanted gifts.
Vape Industries will accept a Change of Mind return as long as they meet the following guidelines:
- Returned within 14 days from purchase
- With proof of purchase e.g. receipt (Bank statements are not accepted as a proof of purchase)
- Item must be unused and in original packaging (e.g. Shrink Wrap)
If the item is the incorrect colour, ﬂavour, or size you may also exchange them for an item of equal value.