Refund and Returns Policy
Last Updated: 20 July 2026
This Refund and Returns Policy applies to products purchased through vapehub.au.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.
Change-of-Mind Returns
Due to the sealed, consumable and hygiene-sensitive nature of disposable vape products, VAPEHUB does not accept returns, exchanges or refunds where:
You have changed your mind
You selected the wrong product or flavour
You no longer want the product
You dislike the flavour, sweetness, cooling level or overall taste
The packaging has been opened
The product has been used
The product was purchased accidentally
You found the same or a similar product at a lower price elsewhere
Please carefully review the product name, flavour, quantity, delivery address and order total before completing your purchase.
Damaged, Faulty or Defective Products
Please inspect your products as soon as possible after receiving your order.
If a product arrives damaged, faulty or otherwise affected by a quality issue, please contact us at info@vapehub.au within five days of the recorded delivery date.
Contacting us within this period helps our team investigate the issue promptly and determine whether the problem occurred during manufacturing, packing or delivery.
Your email should include:
Your full name
Your order number
The name and flavour of the affected product
The quantity affected
A clear description of the problem
Clear photographs or a short video showing the fault
A photograph of the product packaging, where available
A photograph of the parcel or shipping label if the product arrived damaged
We may be unable to properly assess a claim where sufficient photographs, video or order information have not been provided.
Video and Photo Requirements
The evidence provided must clearly demonstrate the reported issue.
Depending on the nature of the claim, we may ask you to show:
The affected device
The product packaging
Any visible leakage or physical damage
Whether the device activates
Any indicator light or display response
The charging connection, where relevant
The product's batch, security or identification information
All affected products where multiple items are being claimed
Please do not dispose of the product or its packaging until the claim has been reviewed and resolved.
Providing false, misleading, edited or unrelated evidence may result in the claim being refused.
Assessment of Quality Claims
After receiving the required information, VAPEHUB will review the claim and may request additional photographs, video or product details.
Approval is not automatic merely because a claim has been submitted. Each claim will be assessed based on the available evidence, the nature of the reported fault and any rights that apply under Australian Consumer Law.
Where a product quality issue is verified, the available resolution may include:
A full refund for the affected product
A partial refund that reasonably reflects the nature of the issue
A replacement product
Store credit
Another remedy required or permitted under Australian Consumer Law
The appropriate resolution will depend on the severity and circumstances of the problem.
Full Refunds
A full refund for an affected product may be offered where the evidence confirms a serious product fault and a full refund is the appropriate remedy.
Unless otherwise required by law, a refund will apply only to the affected product and not automatically to other products in the same order that are functioning correctly.
Original shipping charges may not be refundable where the remaining order was delivered correctly, unless otherwise required under Australian Consumer Law.
Partial Refunds
A partial refund may be offered where:
The product remains partly usable
The issue affects only part of the product's expected use
Only some products in a multi-item order are affected
The customer agrees that a partial refund is a fair resolution
A partial refund is otherwise appropriate in the circumstances
We will explain the proposed amount before processing a partial refund.
Accepting an agreed partial refund may be treated as settlement of the specific product claim, except where this would be inconsistent with rights that cannot be excluded under Australian Consumer Law.
Return of Faulty Products
In many cases, photographs or video may be sufficient for us to assess a disposable vape quality claim.
However, we may ask you to retain or return the affected product where reasonably necessary to:
Confirm the reported fault
Complete a supplier or manufacturer assessment
Investigate a safety concern
Prevent fraudulent claims
Meet an applicable legal requirement
Please do not return a product without first contacting us and receiving return instructions.
Where a return is required for a valid claim, return arrangements and any applicable return shipping costs will be handled in accordance with Australian Consumer Law.
Issues That May Not Be Product Faults
The following circumstances may not necessarily indicate that a product is defective:
Personal dissatisfaction with a flavour
A flavour tasting different from another brand
Differences in sweetness or cooling intensity
Battery life varying according to usage habits
Puff counts varying according to the length and frequency of inhalation
Minor cosmetic differences in external packaging
Damage caused after delivery
Incorrect charging equipment or improper charging
Misuse, accidental damage or improper storage
Normal wear and tear
Failure to follow product instructions
We may ask additional questions to determine whether the reported problem is a manufacturing fault or the result of use, storage or external damage.
Multiple Faulty Products
Where you are reporting more than one affected product, you must provide clear evidence for each individual product.
A photograph or video showing one faulty device will not normally be sufficient to establish that every product in an order is faulty.
Please identify the number of affected products and clearly show each fault in the evidence submitted.
Incorrect Products or Missing Items
If your order contains an incorrect product or is missing an item, contact info@vapehub.au as soon as possible after delivery.
Please provide:
Your order number
A photograph of all products received
A photograph of the parcel
A photograph of the shipping label
Details of the missing or incorrect product
We will compare the information with our order and packing records before offering an appropriate resolution.
Products Damaged in Transit
If your parcel or products appear to have been damaged during delivery, please take photographs before discarding any packaging.
The photographs should clearly show:
The external parcel
The shipping label
Any damage to the packaging
The internal protective materials
The affected products
We may use this evidence to assess your claim or make an enquiry with Australia Post.
Refund Processing
Approved refunds will normally be issued to the original payment method used for the order.
Once a refund has been processed by VAPEHUB, the time required for the funds to appear in your account is determined by your bank, card provider or payment service provider.
We are unable to control or guarantee bank processing times.
Where a refund to the original payment method is not reasonably possible, we may contact you to arrange another appropriate method.
Late Notifications
We ask customers to report visible damage and product quality issues within five days of the recorded delivery date so that evidence can be reviewed while the order and product condition are still recent.
A notification made after five days may be more difficult to verify. However, this notification period does not exclude or limit any rights or remedies that cannot legally be excluded under Australian Consumer Law.
Fraudulent or Abusive Claims
VAPEHUB reserves the right to investigate claims that appear inconsistent, duplicated, altered, misleading or fraudulent.
We may refuse a claim where the available evidence reasonably indicates that:
The product was not purchased from VAPEHUB
The evidence relates to another order or product
The product was deliberately damaged
The same product has already been refunded or compensated
Material information has been falsified or withheld
This section does not limit any rights that apply under Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced where they fail to be of acceptable quality and the failure does not amount to a major failure.
The rights provided under Australian Consumer Law apply in addition to this policy.
Contact Us
To report a damaged, faulty, defective, incorrect or missing product, please email:
Please include your order number and all relevant photographs or video evidence so that we can assess your request efficiently.