Returns and Refunds Policy
At AUST POST VAPE, we are committed to providing you with the highest quality products. We understand that occasionally you may need to return an item. This policy outlines the conditions under which returns and refunds are accepted.
Please read this policy carefully before making a purchase at austpostvape.com.
1. Faulty or Damaged Items (Dead on Arrival)
We stand behind the quality of the hardware we sell. If you receive a device that is defective, damaged in transit, or Dead on Arrival (DOA), we will happily offer a repair, replacement, or refund.
- Timeframe: You must notify us of a faulty or DOA item within 14 days of receiving your delivery.
- Assessment: All faulty items must be returned to us for inspection. We will assess the product to verify the fault.
- Voided Warranty: The warranty does not cover damage caused by user error, accidental drops, water damage, using incorrect chargers, or general wear and tear.
2. Change of Mind Returns
Due to the strict health and hygiene regulations surrounding vaping products, we can only accept “change of mind” returns under highly specific conditions:
- The item must be returned within 14 days of delivery.
- The item must be unopened, completely sealed in its original packaging, and in brand-new, re-saleable condition.
- Please note: A restocking fee of 10% may apply to change of mind returns, and the original shipping cost is non-refundable.
3. Non-Returnable Items
For health, safety, and sanitary reasons, we strictly do not accept returns or offer refunds on the following items, unless they are proven to be faulty out of the box:
- E-liquids, juices, or pods (whether opened or unopened, as we cannot guarantee they have not been tampered with or stored incorrectly).
- Replacement coils, atomizers, and drip tips.
- Disposable vapes (unless deemed Dead on Arrival).
- Batteries (due to safety risks associated with mishandling).
4. How to Initiate a Return
To start a return, please do not send the product back without contacting us first. Follow these steps:
- Email Us: Contact our support team at info@austpostvape.com with the subject line “Return Request – Order #[Your Order Number]”.
- Provide Details: Include a clear description of the issue. If the item is damaged or faulty, please attach clear photos or a short video demonstrating the problem.
- Approval: If your return is provisionally approved, we will send you a Return Merchandise Authorization (RMA) number and instructions on where to mail your package.
Parcels returned to us without prior authorization or an RMA number will not be accepted and will be returned to the sender.
5. Return Shipping Costs
- Faulty Items: If an item is confirmed to be faulty or incorrect due to an error on our part, we will cover the return shipping costs (or provide a pre-paid return label).
- Change of Mind: If you are returning an unopened item for a change of mind or an exchange, you will be responsible for paying your own shipping costs. We highly recommend using a trackable shipping service, as we cannot be held responsible for return packages lost in transit.
6. Refunds Process
Once your return is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days
- Please note that it may take additional time for your bank or credit card company to officially post the refund to your account.
7. Contact Us
If you have any questions or concerns regarding our Returns Policy, please reach out to our team:
