Refund policy

Returns and refunds

You have 30 days from the day your order arrives to request a change-of-mind return. This 30-day period does not limit your rights under the Australian Consumer Law.

To start a return, email hello@instantvap.au with your order number and the reason for the return. We will reply with return instructions and the address to send it to. Please wait for our instructions before posting anything back.

Change-of-mind returns

For a change-of-mind return, the item must be unused, in its original packaging and in the same condition in which you received it. You will also need your receipt or proof of purchase.

You are responsible for the cost of return postage. We recommend using a tracked service. Original delivery charges are not refundable for change-of-mind returns.

We do not charge a restocking fee.

Faulty, damaged or incorrect items

If an item is faulty, damaged, unsafe, not as described or different from what you ordered, please contact us as soon as practicable. Include your order number and photographs or video where helpful.

We will assess the issue and provide an appropriate remedy under the Australian Consumer Law. Depending on the circumstances, this may be a repair, replacement or refund. We will cover reasonable return postage for confirmed faulty, damaged or incorrect items.

Exceptions

We cannot accept change-of-mind returns for:

• Gift cards
• Customised or special-order products
• Products that have been used with oxalic acid or another hazardous substance

These exceptions do not apply when an item is faulty, unsafe or otherwise covered by the Australian Consumer Law. Contact us before returning any product that has been exposed to oxalic acid so we can provide safe handling instructions.

Exchanges

If you would like a different product, contact us first. Once the original return is accepted, the simplest process is usually to place a separate order for the replacement product.

Refunds

We will notify you after receiving and inspecting your return. Approved refunds will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since we approved your refund, email hello@instantvap.au.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact

InstantVap Australia is operated by Bee Brothers Australia.

Email: hello@instantvap.au
ABN: 68 670 173 832