Returns & Refunds
Last Updated: March 2026 | Sincere, Compliant & Transparent Retail Service
Australian Consumer Law (ACL) Guarantees
At Premium Vape Store Sydney, our returns, refunds, and warranty processes are strictly aligned with the statutory rules set out under the Australian Consumer Law (ACL). Your consumer rights cannot be excluded, restricted, or modified by our internal store policies.
If hardware components or digital assets purchased through our online platform fail to meet a basic consumer guarantee—including instances where items are faulty, damaged during transit, incorrectly described, or unfit for their intended purpose—you are legally entitled to a repair, replacement, or full financial refund.
Change of Mind Returns Policy
Due to strict health, hygiene, and consumer protection safety standards surrounding electronic alternative systems and e-liquid formulations, we **cannot accept change-of-mind returns** on any of the following products if the outer retail packaging has been altered:
- Opened or unsealed e-liquids, nicotine-salt mixtures, and flavor concentrates.
- Disposable vapes where the protective hygienic tear-monofilament has been removed.
- Opened replacement pods, structural heating tanks, or individual mesh coil packs.
Unopened Items Eligibility
If you change your mind regarding a hardware device, starter kit, or accessory, you may return the item within **14 days of receipt**. The item must remain entirely unopened, unused, inside pristine factory-sealed shrink-wrap packaging, and fit for immediate retail restocked listing. Return tracking postage under change-of-mind parameters is funded exclusively by the consumer.
Warranty Coverage & Faulty Hardware
All technical electronic items—including advanced variable box modifications, regulated pod systems, and external battery charging bays—include a standard industrial manufacturer’s warranty against mechanical or circuitry failure, typically extending **30 to 90 days** from the invoice date.
What is covered under warranty: Electronic structural failures, internal micro-chip screen freeze anomalies, charging port connectivity errors, or sudden firmware power cutoff issues.
What is NOT covered under warranty: Physical drop damages, structural tank leaks resulting from incorrect e-liquid thickness optimization, cosmetic paint degradation, thread cross-stripping, or damage caused by charging via unregulated high-voltage wall adaptors.
Dead On Arrival (DOA) & Transit Damage
In the rare event that your consignment arrives physically broken, damaged, or experiences an immediate structural failure upon opening (Dead On Arrival), you must document the fault and contact our Sydney support infrastructure within **48 hours of courier delivery confirmation**.
Please take clear, well-lit photos or a brief mobile video clip showing the structural defect or broken seal. Once verified, our fulfillment logistics network will issue a complimentary express replacement or complete refund process at zero extra cost to you.
The 3-Step Returns Procedure
To ensure quick sorting and fast processing times at our localized Sydney intake facilities, please follow this standardized verification workflow:
Submit Ticket
Email support with your invoice number, clear image proof, and a brief description of the hardware fault.
Get Authorization
Our processing staff will review your request and issue an official Return Merchandise Authorization (RMA) slip.
Fast Resolution
Once received and inspected, your replacement or refund is processed within 3 business days back to your original payment method.
Need Help With a Return?
Our dedicated Australian support team is here to help walk you through any warranty verification questions or shipping inquiries quickly and easily.
Contact Returns Department