Refund and Returns Policy

Last updated: 31 August 2026

At Vape Nation, we want you to have a positive experience when shopping with us. This Refund and Returns Policy explains how we handle returns, refunds, replacements and products that arrive damaged, defective or incorrect.

This policy should be read together with your rights under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee or other right that cannot legally be excluded.

1. Contact Us Before Returning an Item

If you believe there is a problem with your order or product, please contact us before sending anything back.

Email: support@vapenation.com.au

Please include:

Your full name
Order number
Product name
A description of the issue
Photos or videos showing the issue, where appropriate

We may ask for additional information to assess the problem and determine the appropriate resolution.

2. Faulty or Defective Products

If a product has a fault or does not meet the consumer guarantees that apply under Australian law, you may be entitled to a remedy.

Depending on the circumstances and the seriousness of the problem, the appropriate remedy may include:

Repair
Replacement
Refund
Another remedy available under applicable consumer law

Consumer guarantees apply automatically and cannot be removed by a store policy.

We may need to assess the product before determining the appropriate remedy.

3. Incorrect Items

If you receive an item that is different from what you ordered, please contact us as soon as possible.

We will review the order and, where appropriate, arrange a suitable resolution such as a replacement or refund.

Please do not dispose of the incorrect item until we have provided return instructions.

4. Products Damaged During Delivery

If your order arrives damaged, please contact us promptly after delivery.

Where possible, provide clear photographs of:

The damaged product
The packaging
The shipping label
Any visible damage

This information can help us investigate the issue with the delivery provider and determine the appropriate resolution.

5. Change of Mind

A change-of-mind return is different from a return relating to a faulty, defective, unsafe or incorrectly supplied product.

Where Australian Consumer Law does not require a refund or replacement for a change of mind, any change-of-mind return will only be accepted if Vape Nation has expressly offered a change-of-mind return option for that particular product.

Certain products may be excluded from voluntary change-of-mind returns because of hygiene, safety, regulatory or other applicable requirements.

6. Products That Cannot Be Returned

Some products may not be eligible for voluntary return where returning or resupplying the product would be inconsistent with applicable laws, health requirements, hygiene considerations, safety requirements or other regulatory restrictions.

This does not remove any rights you may have under the Australian Consumer Law where those rights apply.

7. Unused and Unopened Products

Where a voluntary return is available, we may require the product to be unused, unopened and in its original packaging.

Additional conditions may apply depending on the product and the reason for the return.

These conditions do not override consumer guarantees or other rights that cannot legally be excluded.

8. Refunds

If you are entitled to a refund, we will process the refund using the original payment method where reasonably possible.

The time it takes for the funds to appear in your account may depend on your payment provider or financial institution.

We will provide confirmation once the refund has been processed.

9. Return Shipping Costs

Where a return is required because we supplied an incorrect product or where a product fails to meet applicable consumer guarantees, we will handle return shipping in accordance with the circumstances and applicable law.

For voluntary returns, including any permitted change-of-mind return, return shipping arrangements and costs may depend on the applicable return terms.

10. Assessment of Products

In some cases, we may need to inspect or assess a product before providing a remedy.

We may request photographs, videos or other information, or ask that the product be returned for assessment.

An assessment does not remove or limit your rights under the Australian Consumer Law.

11. Products Damaged or Misused After Delivery

A product may not be eligible for a remedy where the problem was caused by misuse, accidental damage, unauthorised modification, incorrect use or other damage caused after delivery.

However, we will assess each situation based on the circumstances and any applicable consumer guarantees.

12. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Refund and Returns Policy is intended to limit these rights.