Vape Merchant NZ
Returns & Refunds Policy
We want you to be happy with your purchase. Returns are accepted within 14 days for faulty or defective products. Read the full policy below.
14
Days to return a faulty product
14
Days to return unused, unopened items
Faulty or defective products
We will replace or refund a product if:
- The product purchased is defective or faulty, as assessed by a Vape Merchant staff member.
- All components of the product are returned together.
- You provide a Vape Merchant receipt or other adequate proof of purchase.
- The return is made within 14 days of purchase.
Note: Vape Merchant may require you to email photos or videos of the defective product before returning it, to help resolve the issue faster.
We do not accept returns for:
- Change of mind.
- Change of personal circumstance.
- Products that appear to have been tampered with — this voids all returns claims.
Unused & unopened returns
- You may return any new, unused and unopened product within 14 days of receipt for a refund.
- Proof of purchase from a Vape Merchant store or vapemerchant.nz is required.
- If purchased online, the refund covers the product cost only — shipping is non-refundable.
- You are responsible for return shipping costs on non-defective returns.
- For promotional purchases, all items included in the promotion must be returned. If a promotional item is not returned, its value will be deducted from the refund.
- No refunds for items not returned within 14 days of notifying us.
To return an unused product: Contact us at customerservice@vapemerchant.nz or visit any Vape Merchant store to speak with a Store Manager.
Receiving your refund
How long does it take?
Once we receive your returned items, we will contact you to arrange the refund or replacement. You should receive your refund within 14 days of processing, depending on your bank.
If your return is not accepted
If your returned products are not accepted, the goods will be returned to you. You are responsible for shipping costs for non-defective returns or returns that appear to have been tampered with.
Cancelled orders
Bank holds on cancelled orders
When you place an order, your bank automatically places a hold on the funds for up to 7–14 days. If you cancel before the order is processed, this hold remains for 7–14 days even after cancellation. The duration depends on your banking provider — contact your bank for more information.
Payments
Vape Merchant currently uses eWay for all online transactions. All prices on vapemerchant.nz are inclusive of GST.
Need to make a return?
Call 0800 11 57 57, email customerservice@vapemerchant.nz, or visit any of our 13 stores.
Contact us →
Call 0800 11 57 57, email customerservice@vapemerchant.nz, or visit any of our 13 stores.