Our Refund & Return Policy

Refund & Return Policy. House of Vapes Australia

At House of Vapes Australia, we value our customers and want you to be completely satisfied with your purchase. Our Refund & Return Policy is designed to comply with the Australian Consumer Law (ACL), which means you are entitled to a replacement, repair, or refund if your item is faulty, damaged, or not as described. Please read the following carefully to understand your rights and our process.

Change of Mind Returns

We do not offer refunds or exchanges for change of mind, incorrect purchases, or if you simply no longer want the product. To ensure you select the right item, we encourage customers to check product descriptions carefully before placing an order. If you have any questions about a product before purchasing, please contact our customer service team for assistance.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please notify us within 7 days of receiving the product. You may be eligible for a repair, replacement, or refund depending on the circumstances. We may request photos or videos of the issue to help assess the problem and speed up the resolution process.

Warranty Claims

Certain products may come with a manufacturer’s warranty. Warranty coverage varies depending on the brand and product type. In the event of a warranty claim, the product may need to be assessed by either House of Vapes Australia or the manufacturer before a replacement or repair can be approved. Please retain your proof of purchase, as this will be required for all claims.

Return Conditions

All returned items must be:

• In their original packaging.

• Complete with all included accessories and manuals.

• Returned with proof of purchase.

Due to health and safety regulations, e-liquids, disposable vapes, and any product that has been opened or used cannot be returned unless faulty.

Return Process

To request a return, please contact us by email or phone with your order number, product details, and the reason for the return. Our customer service team will provide instructions on how and where to send the item. Customers are responsible for return shipping costs unless the item is faulty or sent in error.

Refund Processing Time

Once we receive and inspect the returned item, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Contact Us for Returns

If you believe you are eligible for a refund, replacement, or repair, please contact our support team:

Contact