1. Australian Consumer Law (ACL) Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
2. Dead-on-Arrival (DOA) Hardware Warranty
While factory defect rates across our genuine brands (IGET, Alibarbar, Wala, Groo, Soeke) are extremely low (<0.2%), manufacturing defects can occasionally occur. AU-VAPEZ provides a dedicated Dead-On-Arrival (DOA) replacement guarantee:
- If your device arrives non-functional, fails to activate upon first use, or exhibits severe autofiring out of the box, notify us within 48 hours of delivery receipt.
- Email sales@au-vapez.com with your Order Number, photos/video of the issue, and a clear photo of the holographic scratch-off security sticker on the retail box.
- Upon verification, we will immediately dispatch a complimentary replacement or issue a full store credit/refund.
3. Hygienic Consumable Restrictions
Due to strict health, hygiene, and sanitary regulations governing oral inhalation consumables, we cannot accept returns or exchanges for products that have been unsealed, used, or had their protective silicone mouthpieces removed, unless the device has been confirmed defective under warranty.
4. Change-of-Mind Returns
Unopened, sealed, and unused items in their original factory shrink-wrap may be returned within 14 days of receipt for store credit or refund. Return postage costs for change-of-mind items are the responsibility of the purchaser.
5. How to Initiate a Return or Replacement
To initiate a return or warranty inquiry:
- Send an email to sales@au-vapez.com with the subject line:
[Warranty Claim] Order #{orderNumber}. - Attach a brief video or photo demonstrating the defect and the retail packaging scratch code.
- Our support team will review and resolve your request within 1 business day.
