Returns & Refunds
Returns and replacements
Disposable vapes are sealed consumables, so the rules are simple: if a device is faulty, we replace it; if it is working and you have changed your mind, we cannot take it back. This page covers what counts as faulty, what we need from you and how a claim is sorted.
What we replace
- A device that does nothing, or produces almost nothing, straight out of the packaging.
- A device that leaks e-liquid from the mouthpiece or the base in normal use.
- A CRWN Infinity that will not take a charge from a cable you know works.
- A burnt taste from the very first draws, which points to a coil fault rather than a device that has been used up.
- Anything crushed, cracked or otherwise damaged in the post.
- The wrong flavour or the wrong model against what you ordered.
What we cannot replace
- A device that has simply reached the end. Puff ratings are the manufacturer's figures measured under test conditions, and real use lands under them; that is how the rating works, not a defect.
- Change of mind about a flavour. Taste is personal and an opened device cannot be resold, which is why we suggest trying one device in a new flavour before committing to a multi-pack.
- Damage after it reached you — dropped, soaked, opened up or left in a hot car.
- Devices bought somewhere else. We can only stand behind what we supplied.
How to claim
Film a short clip — ten to twenty seconds is plenty — of you taking a draw, with the indicator light and the flavour label both visible. Email it to orders@vapevic.com with your order number. One email can cover several devices from the same order as long as each one is shown. We watch the clip, confirm the fault with you and send the replacement out from Melbourne.
In most cases we do not need the faulty device back. If the video makes the problem clear we will ask you to dispose of it and simply send a new one. Please do not post anything to us unless we have asked for it.
Timing and postage
There is no claim deadline, but the sooner you tell us the easier it is — a parcel damaged in the post is far easier to take up with Australia Post while their scan history is recent. Where the fault is ours, we pay the postage both ways. Where a return is for any other reason we have agreed to, return postage is yours.
Refunds
Faults are fixed with a like-for-like replacement, or with the same device in a flavour of your choosing when the original has sold out. Where we cannot supply a suitable replacement we refund the affected items by bank transfer to the account the payment came from.
Your rights
Nothing on this page takes away the consumer guarantees that apply under the Australian Consumer Law: if a product has a major failure you can choose a refund or a replacement, and if it fails to be of acceptable quality it must be repaired or replaced. The process above is simply how we meet that obligation without making you wait.