At Vape Nest Australia, customer satisfaction, product safety, and authenticity are our top priorities. Please read our Refund and Returns Policy carefully to understand your rights and the guidelines regarding returns, exchanges, and refunds.
1. General Return Guidelines & Hygiene Policy
Due to safety, health, and hygiene regulations, we cannot accept returns or issue refunds for opened or used vaping products (including disposable vapes, opened e-liquids, pods, and coils) unless the product is confirmed to be faulty or non-functional upon arrival.
To be eligible for a standard return or exchange, items must meet the following criteria:
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The product must be 100% brand new, unused, and unopened.
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The item must remain in its original sealed packaging, with all tamper-evident seals, stickers, and foil wrappers fully intact.
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Return requests must be submitted within 7 days of receiving your package.
2. Faulty or Damaged on Arrival (DOA) Items
If your item arrives broken, leaking, defective, or fails to operate upon initial use, we will promptly evaluate your claim for a replacement, store credit, or full refund.
Steps to report a faulty item:
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Contact us within 48 to 72 hours of receiving your delivery.
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Send an email to sales@vapenestaustralia.com containing:
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Your Order Number.
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A detailed explanation of the issue.
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Clear photos or a short video demonstrating the defect, leak, or damage.
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Note: Damage caused by improper charging (e.g., using fast chargers on delicate vape batteries), physical misuse, dropping, water exposure, or standard coil burnout is not covered.
3. Change of Mind
Please choose your items carefully before placing an order. We do not offer refunds for change of mind purchases once an order has been dispatched. Exchanges for unopened items may be considered at our sole discretion, provided the customer covers all associated return shipping fees.
4. Return Shipping Costs
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Defective or Incorrect Orders: If we made an error in packing your order or the product arrived damaged/defective, Vape Nest Australia will cover the cost of return postage.
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Discretionary Returns & Exchanges: For approved standard returns, the customer is responsible for all return shipping costs. We strongly advise using a tracked postal service, as we cannot be held responsible for items lost in transit.
5. Refund Processing
Once your returned item is received, inspected, and approved by our team:
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Refunds are issued directly back to your original payment method.
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Please allow 3 to 7 business days for the credited funds to reflect in your account, depending on your financial institution.
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Original delivery fees are non-refundable.
6. Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). All products sold by Vape Nest Australia come with guarantees that cannot be excluded under Australian consumer regulations.