Refund policy

We want every order to arrive in good condition and as ordered. Because of hygiene and safety considerations, all sales are final and we do not accept returns or exchanges simply because a customer has changed their mind.

Refunds or replacements are only available for eligible issues outlined in this policy.

1. When You May Be Eligible for a Refund or Replacement

You may contact us for a refund or replacement if:

• The product arrives damaged during transit.

• You receive the wrong flavour or product.

• The product cannot be used when you receive it.

• The product has a verified manufacturing defect that was present when received.

Each claim will be reviewed individually and, depending on the circumstances, we may provide either a refund or a replacement.

For an issue to be considered under this policy, please contact us within 7 days of receiving your order.

2. Situations Not Covered

We do not provide refunds or replacements for the following situations, except where required by applicable Australian law:

• You changed your mind after making a purchase.

• You are not satisfied with the flavour.

• You are not satisfied with throat sensation or nicotine strength.

• A product has already been used and the issue is only that the device has reached, or is perceived to have reached, its expected usage.

• A product has been opened, used or tampered with, unless the issue is an eligible and verified manufacturing defect that was reported promptly after receipt.

• Battery capacity naturally decreases over time or through normal use.

• Damage caused by misuse, improper storage or failure to use the product according to the applicable instructions.

• Any claim submitted more than 7 days after receiving the order.

• Damage or issues caused after delivery through customer handling, storage or use.

3. Returns

We do not accept general product returns or exchanges.

For hygiene and safety reasons, all sales are final.

If we determine that a product is eligible for a return because of a verified defect or another eligible issue, we will provide instructions on how to proceed.

Any return will only be accepted when specifically authorised by us.

Return Method

Returns are by post and are only applicable to verified defective or otherwise approved products, at our discretion.

Return Costs

Where we specifically require a return of a verified defective product, we will cover the applicable return shipping cost.

4. How to Make a Claim

If you believe your order has an eligible issue, please contact us as soon as possible.

5. Claim Review

We will generally review your claim within 3 business days after receiving the required information and evidence.

Once the review is complete, we will contact you with the outcome and explain the next steps.

Depending on the circumstances, the resolution may include:

• A replacement product

• A refund

The appropriate resolution will be determined based on the nature of the issue and the information provided.

6. Refund Processing

If a refund is approved, it will generally be processed back through the original payment method where possible.

Once the refund has been processed by us, the time it takes for the funds to appear in your account may depend on your payment provider or financial institution.

7. Australian Consumer Law

Where a consumer guarantee or other legal right applies, nothing in this policy is intended to limit those rights.

8. Contact Us

If you have an issue with your order, please contact our customer support team with your order number and relevant details.

We will review eligible claims and work with you to determine the appropriate resolution.