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Returns Policy

Returns Policy

Vape Merchant will accept product returns within fourteen (14) days of purchase and provide you with a replacement or possibly a refund where:

  • The product purchased is defective or faulty* 
    *Product is deemed faulty after a Vape Merchant staff member has assessed the product.
  • All components of the product must be returned.
  • You must provide a Vape Merchant receipt or other adequate proof of purchase.
  • Any attempts to tamper Vape Merchant devices will void any returns claims.
  • Vape Merchant may require you to email photos/videos of the defective product before sending the product/s back in order to help solve the issue.

Vape Merchant do not provide refunds or exchanges for the following return reasons:

  • Change of mind.
  • Change of personal circumstance.

Return of unused and unopened items:

Vape Merchant will only accept returns with proof of purchase from a Vape Merchant store or You have the right to return any new, unused products purchased from us for a refund up to fourteen (14) days following the receipt of the product purchased.

If you wish to return an unused and unopened product please contact Vape Merchant Customer Service at or visit one of our fifteen stores to speak with a Store Manager.

If the original product was purchased online at your refund amount will be for the product returned only. 

Vape Merchant must receive the unopened products you wish to return for a refund within fourteen (14) days from the day you informed us of your decision to return the purchased products. You agree that you will be responsible for the shipping cost of returning the unopened product you would like a refund for.

No refunds will be issued for items not returned within fourteen (14) days of notifying Vape Merchant that you would like to return the unused products for a refund.

If the product you wish to return appears to be tampered with, we will be unable to accept the returned product, and we will not issue a refund. 

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 costs to us for non-defective returns. All shipping costs are non-refundable. 

When will I receive my refund?

Once we have received your returned items, we will contact you to arrange the refund or replacement of goods. You should receive the refund of the original purchase price within fourteen (14) days of processing depending on your bank.

If your returned products are not accepted for a refund, the goods will be returned to you. You will be responsible for shipping costs to us for non-defective returns or returns that appear to be tampered with. All shipping costs are non-refundable. 


Cancelled Orders

When you place an order on website your bank automatically places a hold on your funds for the purchase amount for up to 7-14 days to ensure you have enough money available to make the transaction.

When you cancel this order, before we have processed it, the bank hold on these funds remains for 7-14 days, even though it has been cancelled. The duration of this hold on funds is dependent on your banking provider. Please contact your bank for further information.


We currently use eWay for all our transactions. 

Australian Prescriptions

From 1st October all Australian customers must provide us with a prescription to import nicotine products.

If you don’t have a prescription, you can obtain one from and send it to us at

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