Itsvaping Returns Policy
WHAT can be returned?
We offer a replacement service for items that are deemed faulty due to a manufacturing fault, but not on consumable items (see below) however we do not offer refunds for change of mind, or because you do not like the product you have purchased or no longer need it.
Warranty is only valid for the original purchaser and valid for a maximum of 90 days from the date of purchase
When you return a product to us for any warranty purpose, Itsvaping or the manufacturer will determine, at our sole discretion, whether the product is faulty and the cause of the fault within a reasonable time frame.
In the case of a manufacturing defect or other fault not caused by you or your actions, we may offer you a store credit, refund, repair, or replacement in accordance with our obligations under under guidelines set out by the Australian Competition and Consumer Commission (ACCC) for Refunds, Replacements and Warranty Returns. For more information, please visit https://www.accc.gov.au/.
In most cases, at our sole discretion, where appropriate and in accordance with our obligations under the ACL, we will offer a replacement for any item that qualifies under the terms of this warranty. In lieu of a replacement, we may choose, at our sole discretion, to offer you a refund or store credit.
The warranty excludes:
Consumable items (including but not limited to batteries, coils, E liquids, wire, cotton) and normal wear and tear.
Tanks (clearomizers, atomizers and cartomizers including glass components), wick, wire, coils, plastic bottles, vape bands, cotton and other items deemed as consumables are designed to be replaced over time and do not come with any kind of warranty unless received as DOA (Dead on Arrival). Please contact us within 24 hours of receiving your package for any DOA consumables. We do not offer any kind of refund on consumables however we do offer store credit or a replacement if they are found to be DOA.
Batteries, battery chargers, starter kits and mods carry a 7-day DOA policy. If you have issues with a product during this time, please contact us for a product return and replacement or refund.
Please note that when using any kind of battery extreme care and caution must be taken. The batteries we sell are an advanced item and we take no responsibility or accept any liability for misuse, damage, injury to a person, item, or other personal effects as a result of use of these items. Be sure to read the battery safety on the battery product page.
All warranties are null and void if:
The item is found to have liquid seepage throughout which includes throughout a battery, a mod, a 510 connector, any electrical component or liquid seepage because of misuse.
The item has been damaged because of the item being dropped, knocked over or left in circumstances such as extreme heat (including a car on a hot day) or submerged in water or other liquid.
If you are using a non-genuine product to operate the device such as a non-genuine battery, coil, charger, or other consumable.
If the item is on-sold to a 3rd party or purchased by a 3rd party. Warranty is only valid for the original purchaser and valid for a maximum of 90 days from the date of purchase.
If an item has been charged on a non-suitable device such as an iPhone wall charger or phone fast charger, other type of phone charger or other wall charger with a non-compatible amperage. If you are unsure of what a compatible wall charger is, please ask us prior to purchase or use. All the devices we sell should be charged at under 1amp.
If batteries are found to have been inserted incorrectly into a device (the positive and negative ends are incorrectly aligned), or battery misuse is found to be the cause of the issue. All items sold on our website that require a standalone battery must use 20 A or higher IMR/INR high discharge rate.
All items sold within our store and on our website have the item serial number recorded by our suppliers for warranty purposes, if serial numbers do not match these records no warranty will be honoured
This warranty is immediately void:
If any serial number or appliance plate is removed or defaced
The Product has been serviced or otherwise repaired by a person not authorised to do so by Itsvaping or where non approved replacement parts are used.
HOW do customers return items?
If the product is required to be returned to Itvaping you can either bring it into our store or you can post the item back to us.
If the item is found to be faulty and by no fault of the user, we will refund the total postage cost incurred to send the item back to us. Please ensure that you include the receipt for the cost of postage when sending the item back to us. If the receipt is not enclosed or you cannot provide proof of postage, then we cannot reimburse this cost to you. By sending an item in for warranty you are agreeing that if there is no fault found then you will bear the cost of the item being returned to you.
For items are DOA we will email out a return label for the items to be posted back with.
If the item is found to be in working condition, and not faulty, the purchaser is responsible for the postage costs incurred to return the item. Prior to returning the item, Itsvaping will contact you to organise payment of postage costs, and once payment is received, the item will then be returned.
Items need to be in original packaging with receipt for proof of purchase date for returns
WHEN do items need to be returned by?
You must contact us Within 90 days of purchase date, at which time we will arrange to have to product shipped back to us.
WHERE do items need to be returned to?
168 Pacific Highway
Tuggerah NSW 2259