Returns & Refunds

1. Your rights under Australian Consumer Law

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. 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

For hygiene and safety reasons, we do not accept returns for change of mind on opened or used products. Unopened, unused products in their original packaging may be returned within 14 days of delivery at your expense — contact us first for authorisation. Change-of-mind returns are refunded as store credit or a refund at our discretion.

3. Faulty, damaged or incorrect items

Faulty or damaged on arrival: contact us within 7 days of delivery with your order number and photos of the issue. We will offer a full refund or a replacement, and cover return shipping where the item is faulty.
Incorrect item received: contact us within 7 days — we will arrange the correct item and cover all shipping costs.
Faulty after use: contact us with details and photos; where the product is genuinely faulty we will offer a refund, repair or replacement in line with the ACL.

4. Items that cannot be returned

Opened or used consumables (e.g. e-liquids, pods, coils, cartridges) unless faulty.
Products damaged by misuse, neglect or incorrect storage.
Items returned without prior authorisation.

5. How to arrange a return

Email support@auvaping.store with your order number, the item(s) and the reason for return, plus photos if the item is faulty or damaged.
Wait for our return authorisation and instructions before sending anything back.
Pack the item securely and include your order number inside the parcel.

6. Refunds

Approved refunds are issued to your original payment method (bank transfer / PayID) within 5–10 business days of us receiving and checking the return.
Original shipping costs are not refunded for change-of-mind returns.
If a refund is due to a faulty or incorrect item, we also refund reasonable return shipping costs.