Returns & Refund Policy
At Real THC Vape AU, we aim to provide customers with quality vape products and a straightforward shopping experience. This Returns & Refund Policy explains when a return, replacement, or refund may be available and how customers can contact us if there is a problem with an order.
Damaged or Faulty Products
If your vape product arrives damaged, defective, leaking, or does not function as described, please contact our customer support team as soon as possible. We may request photographs, videos, order details, or other information to help assess the issue.
Where a product is confirmed to be faulty or damaged before use, we may offer an appropriate remedy, which can include a replacement or refund, subject to applicable Australian consumer law.
Customers should not attempt to repair, modify, refill, disassemble, or otherwise alter a defective vape device before contacting us, as this may make it difficult to determine the original condition of the product.
Incorrect or Missing Items
If you receive an item that is different from what you ordered, or an item is missing from your delivery, contact us promptly with your order number and details of the issue.
After reviewing the order, we may arrange a replacement, refund, or other appropriate solution. Customers should retain the original packaging until the issue has been resolved.
Change-of-Mind Returns
Because vape products may be subject to health, safety, hygiene, and regulatory requirements, change-of-mind returns may not be accepted for opened, used, or unsealed products.
Where legally permitted, unopened and unused products may be considered for return if they remain in their original packaging and condition. Approval must be obtained from our customer service team before sending anything back.
Products That Cannot Be Returned
For safety and hygiene reasons, we generally cannot accept returns of products that have been opened, used, tampered with, or modified, except where a return or remedy is required by applicable consumer law.
We also cannot accept returns where damage has resulted from misuse, improper storage, accidental damage, unauthorized modifications, or failure to follow the manufacturer’s instructions.
Refund Process
If a refund is approved, it will normally be processed using the original payment method where possible. Processing times can vary depending on the payment provider or financial institution.
A refund does not necessarily mean that shipping costs will be refunded in every circumstance. Any refund decision will be handled in accordance with applicable law and the circumstances of the return.
How to Request a Return
To request a return, replacement, or refund, contact Real THC Vape AU with:
- Your full name
- Order number
- Product name
- Description of the problem
- Photographs or videos where appropriate
Please wait for return instructions before sending a product back. Unauthorized returns may cause delays in processing.
Australian Consumer Rights
Nothing in this policy is intended to remove, restrict, or replace rights available to customers under the Australian Consumer Law (ACL) or other applicable regulations. If a product has a consumer-law defect, customers may have rights to a repair, replacement, refund, or another remedy depending on the circumstances.
We encourage customers to read product information carefully and use vape products only as permitted by applicable Australian laws and regulations.
For questions about returns or refunds, please contact our customer service team before returning an item.