Returns & Refunds

Last updated: 2 November 2026

This policy explains how returns, exchanges and refunds work for nicotine and related products purchased from our Australian store. Your rights under the Australian Consumer Law (ACL) apply and are not excluded by this policy.

Australian Consumer Law

If goods are faulty, not as described, or unfit for their disclosed purpose, you may be entitled to a repair, replacement or refund under the ACL. Contact us with your order number and a description of the issue. We may ask for photos or the product for assessment.

Change of mind

Because of hygiene and age-restricted product rules, opened or used nicotine products generally cannot be returned for change of mind. Unopened products in original sealed packaging may be considered for change-of-mind return within 14 days of delivery if unused, in sellable condition, and if local law allows. Return shipping for change of mind is usually at your cost unless we agree otherwise.

Faulty or incorrect items

If you receive a faulty, damaged or incorrect item, contact us within 7 days of delivery (sooner if possible). Provide photos of the product, packaging and shipping label. Approved faulty-item returns are typically refunded or replaced, including reasonable return postage where the ACL requires.

How to start a return

  1. Contact us via the Contact page with order number, items, and reason.
  2. Wait for return authorisation and instructions — do not post items back unannounced.
  3. Pack items securely; include any requested paperwork.
  4. Ship using a trackable service when instructed.

Refund timing

Approved refunds are issued to the original payment method after we receive and inspect the goods (usually within 5–10 business days of receipt). Bank or card provider timing may add further days.

Non-returnable items

  • Opened disposable vapes, pods or nicotine liquids (except ACL fault claims).
  • Products with broken authenticity seals where seal damage is not our fault.
  • Gift cards and clearance items marked final sale (except ACL rights).

Order cancellations

You may request cancellation before dispatch. Once shipped, the Returns process above applies. We may cancel orders for fraud, age-verification failure or regulatory reasons and refund payments not yet fulfilled.