Refunds and Returns
At THC Vapes Australia, we stand by the quality and performance of our products. However, due to the nature of our goods, all sales are final. We understand that issues can sometimes arise, which is why we only accept returns for items that have been received in a damaged condition. Please read the following guidelines carefully to understand our policy and process for refunds and returns.
Eligibility for Returns
Because our products are consumable and designed for personal use, we are unable to accept returns or offer refunds for any products unless they are clearly damaged upon receipt. Damages may include, but are not limited to, physical defects, malfunctioning parts, or packaging that has been compromised during transit. We take every precaution in packaging our products; however, if your item is found to be damaged, you may be eligible for a return or replacement.
Under Australian Consumer Law, you have the right to a remedy if a product is faulty, damaged, or not of acceptable quality. Our policy reflects these guidelines, and we are committed to providing you with a satisfactory resolution if your product does not meet these standards.
How to Request a Return
If you believe that your product has arrived damaged, please follow these steps:
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Contact Us Promptly:
Reach out to our support team at support@thcvapesau.com within 14 days of receiving your order. In your email, include:- Your order number and date of purchase.
- A detailed description of the damage or defect.
- Clear photographs or videos showing the damage, including close-ups of any affected areas.
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Review Process:
Once we receive your request, our customer service team will review the information provided. We may contact you for additional details if necessary. Our goal is to ensure that your claim meets the criteria set forth under our policy and Australian Consumer Law. -
Approval and Next Steps:
If your claim is approved, we will inform you of the next steps. This may include:- Arranging for a return of the damaged product.
- Sending you a replacement product.
- Offering a refund for the purchase price of the item, as applicable.
Return Shipping and Handling
In cases where a return is approved, we will provide you with instructions on how to return the damaged product. We aim to make the process as simple and hassle-free as possible. In most instances, the return shipping costs will be covered by us if the damage is confirmed to be due to a fault in the product or an error on our part.
Refunds
Once your returned product has been received and inspected, we will process your refund or send a replacement product as per your preference. Refunds will be credited to the original payment method used during the purchase. Please note that while we strive to process refunds quickly, it may take a few business days for the refund to reflect in your account depending on your bank or payment provider’s processing times.
Important Notes
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Non-Eligibility for Returns:
Due to the hygienic and perishable nature of our products, we do not accept returns for items that have been used or if there is no evidence of damage upon arrival. All sales are final if the product is found to be in good condition. -
Quality Assurance:
Our products undergo strict quality control before dispatch, and we work hard to ensure that each item meets our high standards. Our packaging is designed to protect your product during transit, but if any damage occurs, we are here to help. -
Communication:
We value your trust and aim to provide excellent customer service. If you have any questions about our returns process or need further assistance, please do not hesitate to contact us at support@thcvapesau.com.
Conclusion
Your satisfaction is our priority. We are committed to ensuring that every product you receive meets your expectations. If you experience any issues with your order, please follow our outlined process to have the matter resolved promptly. Thank you for choosing THC Vapes Australia—we appreciate your business and look forward to serving you.