Refund & DOA Replacement Policy

What this policy covers

This policy applies to disposable vape hardware purchased from VAPEAERO.SHOP and fulfilled from our Sydney and Melbourne depots. It explains our fast-track 48-hour replacement guarantee, our 30-day DOA hardware coverage, and when items cannot be returned for hygiene or regulatory reasons.

Wholesale 10-Pack orders (AU$289 / AU$28.90 per unit) use the same DOA protection per individual unit; partial box claims must identify individual serial or batch markings visible on retail cartons.

48-Hour Dead-on-Arrival (DOA), Autofire & Failed QR Verification Replacement Guarantee

We encourage all customers to inspect and verify their hardware immediately upon arrival. If any device exhibits any of the following critical faults reported within 48 hours of your Australia Post delivery scan, we dispatch a priority free Express replacement within 1 business day without requiring physical return of the faulty unit first:

• Dead-on-Arrival (DOA): Device produces zero vapour and zero LED/OLED response on first draw straight out of the factory-sealed blister Foil.
• Continuous Autofire: Pneumatic draw-activation switch sticks or continues firing after inhalation stops out of the box.
• Failed Scratch-QR Verification: Outer retail carton holographic Scratch-QR security code fails first-time verification on the official ALIBARBAR, IGET, GEEK BAR, or OZZI portal, or arrives with a breached inner foil seal.

30-day faulty hardware & DOA replacement window

In addition to our 48-hour fast-track guarantee, if an unopened device stored from a multi-unit or 10-Pack order is discovered to be completely non-functional on first use within 30 calendar days of your AusPost delivery scan, eligible claims receive a like-for-like replacement (or equivalent in-stock SSOT flagship if the exact flavour is sold out).

• Document the issue with a short 10-second video showing the outer carton batch label, scratch-off QR code panel, and the DOA or autofire symptom.
• Do not discard the outer retail box until your claim is approved; batch codes printed on the carton are required for warehouse QA tracking.
• Normal e-liquid or battery depletion after usage, burnt taste caused by rapid chain-vaping or high-wattage fast chargers, or physical damage from drops after delivery are not DOA events.

Order cancellation, 14-day unused returns & opened products

Order Cancellation (Before Dispatch): We accept order cancellation before the product is shipped or produced. If the order is cancelled prior to dispatch, you will receive a full refund. We cannot cancel the order if the product has already been shipped out.

14-Day Return Window (Unused & Unopened Products): We accept returns of unused products up to 14 days after receipt. To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it, in its original factory-sealed packaging with receipt or proof of purchase. Please do not send your purchase back to the hardware manufacturer — contact our Customer Service at info@vapeaero.com to obtain the authorised return address. Customers will only be charged once at most for shipping costs (this includes returns); no restocking fee will be charged to consumers for the return of a product.

Opened Products & Hygiene Exclusions: For strict health, hygiene, and inhalation safety reasons, once the inner foil pouch or silicone seal of an e-liquid device has been opened or used, it cannot be returned for change of mind or subjective flavour preference.

How to lodge a DOA, Autofire, QR or Return claim

1. Email our Customer Service team (Monday–Friday) at info@vapeaero.com (or support@vapeaero.shop / compliance@vapeaero.shop) with subject line DOA – [Order Number] or RETURN – [Order Number].
2. Include your full name, delivery postcode, affected SKU/flavour, and Australia Post tracking ID.
3. For 48-hour DOA, autofire, or QR claims, attach a clear photo of the outer box Scratch-QR/batch label and a 10-second video demonstrating the fault. Claims lodged within 48 hours of delivery are reviewed within 4–12 business hours (Mon–Fri AEST).

Approved DOA replacements ship via Australia Post Express in a Plain Kraft Satchel at zero cost to you. For approved refunds, a credit will automatically be applied to your credit card or original method of payment; if you experience a late or missing refund after checking with your bank/card issuer, please contact us at info@vapeaero.com.

Safe disposal & B-Cycle battery recycling

In most DOA or autofire cases, we do not require you to post damaged lithium hardware back through the mail network. Instead, once your replacement is approved, isolate the faulty unit in a cool, non-flammable container, tape the terminals/mouthpiece, and drop it at an accredited B-Cycle battery recycling drop-off point (Woolworths, Coles, Aldi, or Bunnings).

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those statutory rights. Where this policy offers a faster 48-hour or 30-day replacement path for DOA hardware, it operates alongside your ACL remedies.

Questions

For order status or to submit a claim online, visit our Contact & DOA Claim Desk. For packaging or courier timelines, see Shipping & Delivery.