Refund and Returns Policy

Thank you for shopping at our Gold Coast Vape Store. We take great pride in stocking Australia’s top-selling vapes, including IGET, Alibarbar, HQD, and Elf Bar.

Please read our Refund and Return Policy carefully before making a purchase. By placing an order with us online, via post, or through our WhatsApp instant ordering service, you agree to the terms outlined below.

1. Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

Due to health, safety, and hygiene regulations associated with vaping products, we cannot accept returns or offer refunds/exchanges for a change of mind.

Please ensure you double-check your flavor selection, brand, and nicotine strengths before locking in your order via our website or WhatsApp. Once a product packaging seal is broken, opened, or tampered with, it cannot be resold or returned under any circumstances.

3. Dead on Arrival (DOA) & Faulty Disposables

Disposable vapes are electronic items mass-produced by manufacturers. On rare occasions, a device may suffer a technical fault out of the box (commonly known as Dead on Arrival or DOA).

To protect your purchase, we offer a 48-Hour Faulty Product Guarantee from the time you receive your order:

  • Reporting the Fault: You must notify us via WhatsApp within 48 hours of your courier delivery or postal arrival if a vape is not functioning (e.g., auto-firing, blinking right away, or failing to produce vapor).

  • Proof Required: To claim a replacement or refund for a faulty device, you must provide photo/video evidence of the issue via WhatsApp, along with your proof of purchase.

  • What is Not Covered: We do not offer refunds or replacements for burnt flavor occurring after heavy use, accidental damage (dropping the device, water damage), or expected battery depletion (e.g., running out of puffs naturally).

4. Courier & Shipping Issues

Same-Day Brisbane/Gold Coast Courier

  • If our courier arrives at your location and you are not present to receive the order, or if valid photo ID (proof of age) cannot be provided, the delivery may be canceled. A redelivery fee may apply to send the courier out a second time.

  • If an item is physically damaged during courier transport, please take a photo immediately and message us on WhatsApp within 2 hours of delivery so we can arrange an instant swap.

Postal Shipping

  • If an item is lost or damaged in transit via Australia Post or our postal couriers, we will open a formal investigation with the carrier. Once confirmed lost, we will reship your order or issue a full refund.

5. How to Start a Return or Claim

If you experience an issue with your order, do not throw the product or packaging away. Follow these steps:

  1. Open your WhatsApp and message our support team.

  2. Provide your Order Number / Name and date of delivery.

  3. Send a brief description of the fault along with a short video showing the device malfunction.

  4. Our team will assess the claim within a few hours and coordinate a local replacement, store credit, or refund.

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