We want every order to arrive right. If something is faulty or wrong, our returns process makes it easy to fix. This page explains what we cover and how to get help.
What our returns policy covers
- Items that arrive faulty or do not work out of the box.
- Items that are different from what you ordered, including the wrong flavour.
- Items damaged in transit.
For hygiene and safety reasons, we cannot accept returns of opened or used vapes and pouches unless they are faulty. Your rights under the Australian Consumer Law still apply – the ACCC explains them in plain English.
How to request a return
- Contact us within 7 days of delivery.
- Send your order number and a short description of the problem.
- Add a photo of the item and packaging if you can.
- We will reply with the next steps, usually within one business day.
Replacements and refunds
Once we confirm the problem, you can choose a replacement or a refund. Replacements ship as soon as stock is checked. Refunds are processed within 5 to 7 business days and go back to your original payment method.
Change of mind
We do not offer refunds for change of mind. If you are unsure about a flavour, a multi-pack is a great way to try several before you commit.
Need help with returns?
Email sales@auvapesupplies.com or use our contact page. For delivery questions, see our shipping policy.