Last updated: 31 August 2026
This policy sets out your rights when something is wrong with an order, and when we accept a return. It sits alongside — and does not limit — your rights under the Australian Consumer Law.
1. 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 to 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.
Nothing in this policy excludes, restricts or modifies those guarantees.
2. Faulty, damaged or incorrect items
If your item arrives damaged, faulty, or is not what you ordered, email [email protected] within 7 days of delivery with your order number, a description of the problem, and photos of the item and its packaging.
Where a fault is confirmed we will replace the item or refund it in full, including any delivery charge you paid. We pay return postage for faulty items.
3. Change of mind
These are consumable inhalation products. For health and hygiene reasons we cannot accept returns of opened, used or unsealed items.
Unopened items in their original sealed packaging may be returned within 14 days of delivery. Return postage for change-of-mind returns is at your cost and we recommend a tracked service — we cannot refund items that do not reach us. Once received and inspected we refund the purchase price. The original delivery charge is not refunded on change-of-mind returns.
4. Items we cannot accept back
- Items that have been opened or used, or where the seal is broken
- Items returned more than 14 days after delivery where there is no fault
- Items not purchased from vapau.com
5. Incorrect delivery address
Please check your delivery address at checkout. If a parcel is returned to us because the address was wrong or nobody was available to receive it, we can resend it once you pay a new delivery charge, or refund the goods less the original delivery cost.
6. How refunds are paid
Refunds are paid to the account used for the original payment. Please allow up to 5 business days after we approve a refund for the funds to appear.
7. How to start a return
Email [email protected] with your order number and reason. Please do not post anything back before we reply — we will confirm whether a return is required and give you the return address.
8. Contact
[[公司法定名称]]
ABN [[ABN 号码]]
Returns address: [[注册 / 退货地址]]
Email: [email protected]
