Refund Policy
Effective date: [Insert date]

At Vape Connection, we want you to shop with confidence. This Refund Policy explains your rights and our process for returns, refunds, replacements, and exchanges.

Under Australian Consumer Law, customers are entitled to remedies when products fail to meet consumer guarantees. Depending on the problem, those remedies can include repair, replacement, refund, or compensation.

1. Change of mind

We do not offer refunds or exchanges for change of mind unless we choose to do so at our discretion.

Please choose carefully before placing your order.

2. Faulty, damaged, or incorrect items

If you receive an item that is:

  • faulty
  • damaged
  • defective
  • not as described
  • different from what you ordered

please contact us within [insert timeframe, e.g. 48 hours or 7 days] of receiving your order at [insert email] with:

  • your order number
  • a description of the issue
  • clear photos where relevant

If the product does not meet a consumer guarantee, Australian law may entitle the customer to a repair, replacement, refund, or other remedy depending on whether the issue is major or minor.

3. Major problems and minor problems

If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we may choose to repair or replace the item within a reasonable time.

This is consistent with the ACCC’s explanation of remedies under consumer guarantees.

4. Items not eligible for return

For hygiene, safety, legal, or product-integrity reasons, some items may not be eligible for return unless they are faulty or required to be returned under Australian Consumer Law.

This may include, where applicable:

  • opened consumable items
  • used devices
  • opened pods or cartridges
  • e-liquids with broken seals
  • clearance or final-sale items, unless faulty
  • gift cards

Only include items in this section if it matches how your store actually operates.

5. Return process

If your return is approved, we may provide instructions for returning the item. In some cases, we may ask for:

  • the item to be returned
  • proof of purchase
  • photos or video of the issue
  • original packaging, where available

Do not send items back before receiving return instructions from us.

6. Refund method

Approved refunds will generally be processed back to the original payment method used for the purchase, unless otherwise required by law or agreed.

Please allow [insert number] business days for the refund to appear, depending on your payment provider.

7. Shipping costs

Shipping charges are generally non-refundable for change-of-mind purchases. If the return relates to a faulty item, incorrect item, or another issue where you are entitled to a remedy under Australian Consumer Law, return shipping or original shipping costs may be handled in line with your consumer rights and the circumstances of the issue.

8. Order cancellations

Orders may only be cancelled before they are dispatched. Once an order has been shipped, it may not be able to be cancelled. Please contact us as soon as possible if you need assistance.

9. Contact us

If you have any questions about returns, refunds, or faulty items, please contact us:

Vape Connection
Email: [Insert email]
Phone: [Insert phone number]
Address: [Insert business address]