At IGET Vapes Canberra, we aim to provide a straightforward and transparent process for customers who need assistance with an order.
This Returns & Refunds Policy explains how customers can contact us about returns, refunds, incorrect orders, damaged goods and other order-related issues.
This policy should be read together with our Terms & Conditions and Warranty / Faulty Product Policy.
We encourage customers to contact us as soon as possible if there is a problem with an order.
Our customer support team will review the circumstances and explain the appropriate next step.
Depending on the nature of the issue, the available resolution may include a replacement, repair, refund or another appropriate remedy.
Nothing in this policy excludes or limits rights that cannot legally be excluded under Australian Consumer Law.
For eligible voluntary returns, our proposed standard return request period is:
14 days from the date of delivery.
The business should confirm this timeframe before publishing.
Different timeframes or procedures may apply where a product is faulty, damaged, incorrect or otherwise covered by applicable consumer guarantees.
If you believe an item is faulty or does not operate as expected, please contact Customer Support as soon as possible.
We may ask for:
The business may assess the product or request additional information before determining the appropriate remedy.
If you receive an item that does not correspond with your order, contact us promptly.
Please provide:
We will review the issue and advise you of the next step.
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, retain the original packaging until the matter has been investigated.
Photographs of the parcel, packaging and affected item may be requested to assist with the investigation.
Our proposed voluntary change-of-mind return period is 14 days, subject to eligibility and the business’s final return conditions.
Change-of-mind returns may be subject to conditions such as:
Certain products may not be eligible for change-of-mind returns because of their nature, packaging, hygiene requirements, regulatory requirements or other applicable restrictions.
The business should confirm the final list of excluded products before publishing this section.
Change-of-mind policies do not override applicable consumer guarantees.
Where legally permitted, products may be excluded from voluntary change-of-mind returns where they have been:
This section does not limit any consumer rights that apply where a product has a problem covered by Australian Consumer Law.
To request a return, contact:
Email: info@igetvapescanberra.com
Please include:
Our support team will review the request and provide instructions if a return is appropriate.
Please do not send products back without first receiving return instructions.
Depending on the circumstances, the business may need to assess the product before approving a return, replacement or refund.
The assessment may consider:
Where a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.
Our proposed refund processing timeframe is:
3–5 business days after refund approval.
The time for the funds to appear in a customer’s account may vary depending on the customer’s bank or payment provider.
Where the business is responsible for an incorrect, faulty or damaged order, the business will assess the appropriate return-delivery arrangements.
For voluntary change-of-mind returns, return delivery costs may be the customer’s responsibility, subject to the final business return conditions and applicable law
If an order is successfully cancelled before dispatch and a refund is applicable, the refund will generally be returned to the original payment method.
Once an order has been dispatched, cancellation may no longer be possible and the matter may instead be handled under the applicable return process.
Customers will receive confirmation when an approved refund has been processed.
If the refund does not appear within the expected banking timeframe, please contact us with:
Please do not send a product to our business address without first contacting Customer Support.
Unauthorised returns may cause delays in processing your request.
Proof of purchase may be requested when processing a return, refund or warranty claim.
Acceptable evidence may include:
Our policies are intended to operate alongside applicable Australian Consumer Law.
Australian Consumer Law provides consumer guarantees for eligible purchases. These rights cannot simply be removed by a business return policy. Depending on the circumstances, remedies can include repair, replacement, refund or cancellation.
For returns or refund enquiries:
IGET Vapes Canberra
Email: info@igetvapescanberra.com
Phone: +61468262783
Business Address: CANBERRA, ACT
Customer Support Hours: 24 HOURS
Please include your order number so our team can assist you efficiently.