Please see our Refund Policy and Return Processes below. If you have any further questions, please contact us here.
RETURNS PROCESS
At Vapo, we will take the utmost care to ensure that we do the right thing by the customer. To do this, we will assess products for their faults as they are returned to us and provide a remedy to these faults as per our obligations in the CGA and Fair Trading Act.
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Contact VAPO here, and include the information below:
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- Order Number:
- Full Name:
- Address:
- Phone Number:
- Reason for the Return:
We will respond as soon as possible. Customer Care will call you to confirm details of the product, the fault description, and the address and manner to send the product in question. Please wait for approval from one of our Customer Service agents before sending any item(s) back to us. If we approve the Return, we will send you a return ticket.
- Wait for return approval.
Once approved, please send the product back to us, and repackage the item, including all original parts, packing materials, instructions, etc. A copy of your receipt in the package, and return it to us.
This means that everything must be returned exactly as it was sent to you, within reason.
Poor repackaging or the return of damaged merchandise could result in your return refusal and/or loss of any refund or replacement item provided.
DO NOT send items back in a regular envelope, as this is not sufficient packaging and can cause items to be lost or damaged in the mail; also, note that envelopes are not tracked.
Padded parcel bags are a must, as well as tracked parcels - we are not responsible for returns that have been lost in transit.
Please ensure to include a copy of the original receipt in the return packaging, as this is essential for the Return to be considered in the first instance.
- After the Return is received by us.
Once your item has been received in satisfactory condition, VAPO will assess the product and the described fault, working to confirm the alleged fault with the product. Once assessed, one of two things will happen.
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- Vapo will initiate a refund within ten (10) business days of receiving the items, provided the assessment of the product verifies a manufacturing fault. Again, no returns will be processed, or refunds provided for items with careless damage through postage & transit.
- Vapo will inform you whether the manufacturer warranty covers the fault or if the fault is not due to the product (this could be something as simple as settings on the device not being correctly set for proper device use). The Customer Care team will sometimes establish the fault with you on the phone before sending the product back to Vapo for assessment.
- If and when the Refund is processed
Usually, refunds can take between 5-10 business days to process after the refund has been initiated. Refunds are only issued back to the original form of payment on the corresponding order from the original purchase.
If you have any questions on our return/refund process, please get in touch with us via the online contact page or email at contact@vapo.co.nz
REFUND POLICY
VAPO will accept product returns and provide you with a replacement, repair or potentially a refund where:
- The product/s don't do what they are meant to, or are defective, faulty or are not of acceptable quality
- The product/s or services are different from their description
- e.g., On packaging or in advertising
- The product/s don't match the sample or model you were shown at the point of purchase
- The product/s is not reasonably fit for a particular purpose you told the seller about and you can present your VAPO receipt or other adequate proof of purchase.
All of the above are carefully considered and measured, and the Vapo team decides a final answer regarding the customer's reason for Return at the time.
Please note: Usually, the sale is final when you buy a product or service unless the item breaches a guarantee under the Consumer Guarantees Act. Vapo will stand behind and support what is right for the customer under this act.
Vapo does not have to give you a refund or exchange if:
- you change your mind
- your circumstances change
- you find cheaper products elsewhere
Any Cosmetic Damage Must Be Reported Within 48 Hours of Delivery.
Please note: Vapo may require you to email/send pictures or videos of the damaged or defective item(s) before sending the item(s) back. We may also contact you with troubleshooting steps if we believe there is no fault but rather needs adjusting of settings or adjusted use or care of the product to rectify the issue presented.
Return of unused and unopened products:
VAPO will not accept Returns of and/or issue any refund for purchases made other than through our website or one of our retail stores. The product must be shown to have been purchased at Vapo.
You have the right to withdraw from the order with VAPO and to return any new, unused item purchased from us for a refund without giving any reason up to fourteen (14) days following the receipt of the item purchased. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the order by contacting the VAPO Customer Care team at contact@vapo.co.nz or speaking directly with any Store Manager or Sales Team member in any of our stores.
If you withdraw, VAPO will reimburse you all payments received from you for the item/s you wish to return, e.g., if it's a multiple item order and you wish only to return some unopened items. This reimbursement will exclude shipping costs and the Return of the new, unused and unopened item/s. Vapo must receive the Return within fourteen (14) days from the day you inform us of your decision to withdraw. You agree that you will be responsible for the cost of the return shipment if you elect to withdraw from the purchase agreement and return an item for a refund.
We will withhold reimbursement until we have received the purchased item. No refunds will be issued for items not returned within fourteen (14) days of notifying VAPO that you would like to return the items for a refund.
Because of the nature of our products, for sanitary and health and safety reasons, VAPO will not accept returns of batteries and/or E-Liquid. VAPO will issue refunds only for new and unused devices and products (excluding batteries and/or e-liquid). If the tamper-proof seal is broken, we will be unable to accept the returned product, and we will not issue a refund.
Promotional Term & Conditions:
For returns on promotional items, all items included in the promotion need to be returned. When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.
You will be responsible for shipping charges to us for non-defective returns. Shipping charges are NON REFUNDABLE.
If you decide to return a product and originally received free shipping, you will be responsible for the shipping cost associated with initial delivery. For example, if you received free shipping, but it costs us $5.99 to ship the product to you, we will deduct $5.99 from your refund. This may be higher or lower depending on the weight. ALL SHIPPING COSTS ARE NON REFUNDABLE.
Price Adjustment Disclaimer:
VAPO will honour price adjustment within 14 days from the date of purchase with proof of purchase; however, holiday specials, promotional sales, and clearance sales will be exempt. Any price adjustment will be issued via store credit.
Please note that VAPO may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. If the product is determined to be faulty, not of merchantable quality, not fit for purpose, or does not match a description or sample, VAPO will offer a repair, exchange, or refund. If you cannot present your VAPO receipt or other acceptable proof of purchase, VAPO reserves the right not to offer a refund or exchange.
Where you seek a refund for any item purchased as part of a 'deal', VAPO may refund the price according to deal eligibility. No refund will be given on free items, and any refund amount may be recalculated if your Return no longer meets deal eligibility.
REFUND POLICY FOR CONFISCATED PACKAGES
VAPO will not issue refunds for purchases confiscated by any country's customs authorities. By purchasing vaping products from VAPO, the customer acknowledges and agrees that they have read their country's regulations and accept the risk that their package may be confiscated if it does not comply with those regulations.
Please be advised that regulations and policies regarding the importation of vaping products into various countries are subject to change and may affect the delivery of your order.
It is the customer's responsibility to be aware of and comply with all applicable laws and regulations related to the importation and use of vaping products in their country. This includes obtaining any required prescriptions or permits for importing and using such products.
VAPO shall not be liable for any loss, damage, cost, or expense related to the confiscation of goods by customs authorities. The responsibility for understanding and complying with importation laws and regulations rests solely with the customer.
By placing an order with VAPO, customers agree to accept all terms and conditions outlined in this policy, including acknowledging that no refunds will be issued for confiscated goods.
Please contact our customer service team if you have any questions.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.
