Shipping and Returns

Shipping & Returns

SHIPPING

All parcels are shipped using Australia Post. We have no control over the delivery time frames once we give the parcels to Australia Post. Please contact Australia Post for more details about your shipped parcels.

If no one is available at your nominated shipping address and 'Signature on Delivery' option has not been applied then Australia Post has the authority to leave your parcel in a secure location of their choosing.

All orders are posted within 1 business day after payment has been received and cleared.

Estimated Delivery Time

Australia Post (2 - 8 business days - Australia Wide).

RETURNS & EXCHANGES

One Vape Australia is happy to assist customers that wish to return or exchange goods purchased from our stores or online. We want to make the returns process as simple and easy as possible for you.

ONE VAPE AUSTRALIA RETURN POLICY

You are entitled to a replacement or refund on all goods purchased from One Vape Australia for a faulty product. You are also entitled to have the goods repaired, replaced or refunded if the goods are faulty and the failure does not amount to misuse.

If there is a problem with an item you have purchased from One Vape Australia you can return it to us within 60 days. After this period, you may not be entitled to a refund or exchange. We may offer an assessment and repair or rectify the fault if possible.

You must provide us with your proof of purchase. (e.g. your One Vape Australia receipt, online tax invoice, credit card or bank card used to purchase the goods.)

Once we receive the goods an assessment must be conducted. The goods will be inspected and tested by our staff to determine if the product is faulty, misused or has an issue that may be repaired and rectified. We may offer a repair or rectify the fault if possible. If you refuse One Vape Australia to perform a repair then you may not be entitled to a return, exchange or refund under this policy.

Upon assessment, One Vape Australia will offer a full refund or replacement if there is a fault with the item. If the fault is rectified and the goods are returned in functioning order then you may not be entitled to a return, exchange or refund under this policy.

Our change of mind returns policy set out below is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.

If 60 days have gone by since your purchase, we can’t offer you a refund or exchange under this policy, but recommend contacting the manufacturer for their Product Warranty. We do not have the facilities to test technical faults in products. The faulty products must be sent back to the manufacturer, as they are the warranty providers and will be providing a replacement product or a refund. The manufacturer will be able to distinguish the nature of the fault, whether this be technical faults, materials used or assembly of the product. Once this is determined, an outcome can then be reached.

Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

CHANGE OF MIND RETURNS

If you wish to return goods because you have changed your mind about your purchase, One Vape Australia will offer you a refund provided that:

You return the item within 60 days from the purchase date. After this period, you may not be entitled to a refund or exchange.

You produce your original One Vape Australia receipt, online tax invoice or other adequate proof of purchase when returning the item.

The goods have not been used or damaged in any way including that:

It is in the original packaging, including any accessories and instruction manuals; and

It is unused, unopen and in its original condition.

The items are not one of the goods listed below, as a good for which a change of mind return is not available. Exceptions may be made if a change of mind occurs in store at the time of purchase.

All Change of Mind refunds are issued at the discretion of One Vape Australia. We reserve the right to refuse a refund for a Change of Mind request if it does not comply with these conditions.

GOODS ON WHICH A RETURN & EXCHANGE IS NOT AVAILABLE

One Vape Australia will not accept the return of goods from the following categories:

E-liquids
Batteries
Used Coils
Rebuildable Coils
Rebuildable Mesh
Rebuildable Wire
Cotton
DIY Concentrates
Vegetable Glycerine
Propylene Glycol
Clearance items
Gift Cards

The sale of these goods is FINAL without exception. These are electronic vape device consumables and there is an inherent risk in accepting returns or exchanges because of possible tampering. The possibility exists that products may be tampered with and then resealed, which may cause a public health safety risk that would be a violation to our policy and not comply with our standard of operations. Our customers health and safety are important to us, and we aim to provide high standards for the end consumer.

GOODS THAT REQUIRE ASSESSMENT

One Vape Australia may require an assessment of goods to determine whether a repair, replacement or full refund is appropriate from these following categories:

Mods
Sub Ohm Tanks
Rebuildable Dripping Atomiser
Rebuildable Tank Atomiser
Electronic Parts and Components
Battery Chargers
Battery Accessories

GOODS DEEMED TO BE MISUSED

One Vape Australia does not perform returns or repairs on misused products.

Misused events can occur once the product has been posted to the purchaser.
Misused goods include deliberate/accidental damage or damages caused by other parties.
Misused damage caused due to unauthorized repairs.
Misused damage as a result of excessive force such as dropping or improper use or maintenance.
Misused goods or failure or damage as a result of usage outside of recommended usage functions.

HOW TO RETURN GOODS PURCHASED IN STORE

Return or exchange your purchase at the One Vape Australia store where the items were purchased. Please refer to our return policy for full terms and conditions.

Remember also, when returning goods in accordance with this policy you must provide us with your proof of purchase (e.g. your One Vape Australia receipt, online tax invoice, credit card or bank card used to purchase the goods). Any refund will be provided via the same method of payment as the original purchase.

HOW TO RETURN GOODS ORDERED ONLINE IN STORE

Return or exchange your online purchase free of charge at One Vape Australia Midland store. Please refer to our return policy for full terms and conditions.

For a 'change of mind' return or exchange, the delivery fee is non – refundable

HOW TO RETURN GOODS ORDERED ONLINE BY POST

Please contact our Team at the One Vape Australia Midland store (0451 668 273) and they will assist with the product return via Australia Post or courier service. Refunds associated with product returns occur once the product been received from the Australia Post or courier service and assessed in-line with the One Vape Australia Returns Policy. Please refer to our return policy for full terms and conditions.

For a 'change of mind' return or exchange, the delivery fee is non - refundable.

One Vape Australia is not responsible for any postage costs associated with returned goods, except in cases where the items have been recalled or you are entitled to a remedy under the Australian Consumer Law. The return postage costs are the sole responsibility of the customer.

We recommend that you obtain proof of postage to track your return as One Vape Australia cannot accept responsibility for items lost in transit. Please contact your delivery provider to locate your parcel.

Once your return is received and assessed, we will send you an email to notify you that we have received your returned item. We will also notify you of the progression of your return.

If you are approved, then your refund will be processed, and the payment will automatically be applied to your original method of payment within 1- 3 business days.

PERSONAL INFORMATION

In order to process your return, we may request and record your ID and personal information.

Any personal information you provide will be managed in accordance with One Vape Australia’s privacy policy which can be viewed https://onevape.com.au/pages/privacy-policy

LATE REFUNDS

If you haven’t received your refund, allow 3-5 business days.