Last updated: [28/10/2021]

  1. Introduction
    OzVapeAu.com (the “Site”) is committed to ensuring your satisfaction with every purchase. This Refund and Returns Policy explains when refunds, returns, and exchanges are available, and how to initiate and complete them for orders shipped from our local Australian warehouse.
  2. Eligibility for Returns
  • Returns must be for products that are unopened, unused, and in their original packaging.
  • Returns must be requested within 7 days of delivery for most products; some products may have different timeframes, which will be stated at the point of sale.
  • Proof of purchase (order number, receipt, or invoice) is required for all returns.
  1. Refunds
  • If a return is approved, a refund will be issued to the original payment method used at the time of purchase.
  • Refunds for approved returns are typically processed within 5‑10 business days after receipt and inspection of the returned item.
  • If the product is found to be defective or damaged upon arrival, a refund or replacement may be issued at our discretion.
  1. Exchanges
  • If you wish to exchange a product, please contact us within 7 days of delivery.
  • Exchanges are subject to product availability. If the requested replacement is unavailable, a refund or store credit may be offered.
  1. Return Process
  • To initiate a return, please contact our support team at info@ozvapeau.com with your order number and a brief description of the reason for return.
  • After approval, you will be provided with the return shipping address. The customer is responsible for return shipping costs unless the error is on our side (e.g., wrong item received).
  • Please ensure the item is securely packaged for return shipment.
  1. Return Shipping
  • Return shipping costs are the customer’s responsibility unless a mis-shipment or defective product is the reason for the return.
  • We recommend using a trackable shipping service and obtaining proof of postage, as we cannot be responsible for items not received.
  1. Non-Returnable Items
  • Opened, used, or damaged products not meeting hygiene or safety standards may not be eligible for return.
  • Certain perishable or restricted items may be excluded as required by law or policy.
  1. Damaged or Missing Items
  • If you receive a damaged item, contact us within 7 days of delivery with photos/videos showing the damage.
  • If an item is missing from your order, notify us within 7 days of delivery so the matter can be investigated and resolved.
  1. International Transfers
  • As an Australian business, your data and communications may be processed within Australia. Any data processing will be conducted in line with our Privacy Policy.
  1. Changes to This Policy
  • We may update this policy from time to time. The updated policy will take effect immediately upon posting on the Site. Please review this page periodically.
  1. Contact Us
  • For questions about this Refund and Returns Policy, please contact us at: