SHIPPING & RETURNS

SHIPPING POLICY

All our shipping is done through Australia Post e-Parcel Service. You will receive an email from itsVaping once your item has been dispatched giving you a tracking number. You also have the option to track your package through Australia Post to follow its progress, just click this link http://auspost.com.au/track/

No signature is required on delivery unless the customer requests it in their order notes. By default, packages will be left in a secure location if nobody is home.

We have several shipping options available, please choose a shipping option that best meets your needs.

At this present time, we ship Australia wide. (In the future we will be looking at expanding to shipping worldwide)

Please allow 1-2 business days for your order to be processed.

Although we manage to get most orders out the same day or the next day, there are times where this is not possible during extremely busy periods or public holidays.

Please note, once an item has been shipped and tracking number provided, we are no longer responsible for packages which may go missing or are damaged in transit. We may be able to help on your behalf if there is a dispute of delivery, but we are in no way obligated to replace an order should Australia Post lose or fail to deliver your package.

If you have any preferences regarding leaving items on front/back doors, please let us know via the comments section on your order. Please note that we cannot be held liable for any items that go missing if this is the case. Please note we are not responsible for any damage to items caused by Australia Post. We package our orders as best we can to minimize any damage caused by rough handling during transit but beyond that any damage caused is beyond our control. We take pride and caution in our packaging to ensure that your items arrive in the condition they leave our premises. 

At the moment, postage costs are calculated on a per weight basis and every order will have its total weight displayed on the checkout page before payment. Please note that the shipping weights may vary from the actual weight of the products as the total weight factors in packaging and cubing. All items are checked off during packaging and then initialed upon package completion.

If you have any questions whatsoever, please use our Contact Us form or call us on 0476 978 273 and we will endeavor to respond to your questions as soon as possible.

RETURN & EXCHANGE POLICY

WHAT can be returned?

 

We offer a replacement service for items that are deemed faulty due to a manufacturing fault, but not on consumable items (see below) however we do not offer refunds for change of mind, or because you do not like the product you have purchased or no longer need it.

 

Warranty is only valid for the original purchaser and valid for a maximum of 90 days from the date of purchase and only with a
purchase receipt

 

Warranty Procedure:

 

When you return a product to us for any warranty purpose, ItsVaping or the manufacturer will determine, at our sole discretion, whether the product is faulty and the cause of the fault within a reasonable time frame.

In the case of a manufacturing defect or other fault not caused by you or your actions, we may offer you a store credit, refund, repair, or replacement in accordance with our obligations under under guidelines set out by the Australian Competition and Consumer Commission (ACCC) for Refunds, Replacements and Warranty Returns. For more information, please visit https://www.accc.gov.au/.

In most cases, at our sole discretion, where appropriate and in accordance with our obligations under the ACL, we will offer a replacement for any item that qualifies under the terms of this warranty. In lieu of a replacement, we may choose, at our sole discretion, to offer you a refund or store credit.

 

The warranty excludes:

  • Consumable items (including but not limited to batteries, coils, E liquids, wire, cotton) and normal wear and tear.

  • Tanks (clearomizers, atomizers and cartomizers including glass components), wick, wire, coils, plastic bottles, vape bands, cotton and other items deemed as consumables are designed to be replaced over time and do not come with any kind of warranty unless received as DOA (Dead on Arrival). Please contact us within 24 hours of receiving your package for any DOA consumables. We do not offer any kind of refund on consumables however we do offer store credit or a replacement if they are found to be DOA.

  • Batteries, battery chargers, starter kits and mods carry a 7-day DOA policy. If you have issues with a product during this time, please contact us for a product return and replacement or refund.

Please note that when using any kind of battery extreme care and caution must be taken. The batteries we sell are an advanced item and we take no responsibility or accept any liability for misuse, damage, injury to a person, item, or other personal effects as a result of use of these items. Be sure to read the battery safety on the battery policy page.

 

All warranties are null and void if:

  • The item is found to have liquid seepage throughout which includes throughout a battery, a mod, a 510 connector, any electrical component or liquid seepage because of misuse.

  • The item has been damaged because of the item being dropped, knocked over or left in circumstances such as extreme heat (including a car on a hot day) or submerged in water or other liquid.

  • If you are using a non-genuine product to operate the device such as a non-genuine battery, coil, charger, or other consumable.

  • If the item is on-sold to a 3rd party or purchased by a 3rd party. Warranty is only valid for the original purchaser and valid for a maximum of 90 days from the date of purchase.

  • If an item has been charged on a non-suitable device such as an iPhone wall charger or phone fast charger, other type of phone charger or other wall charger with a non-compatible amperage. If you are unsure of what a compatible wall charger is, please ask us prior to purchase or use. All the devices we sell should be charged at under 1amp.

  • If batteries are found to have been inserted incorrectly into a device (the positive and negative ends are incorrectly aligned), or battery misuse is found to be the cause of the issue. All items sold on our website that require a standalone battery must use 20 A or higher IMR/INR high discharge rate.

  • All items sold within our store and on our website have the item serial number recorded by our suppliers for warranty purposes, if serial numbers do not match these records no warranty will be honored.

 

This Warranty is immediately void:

  • If any serial number or appliance plate is removed or defaced

  • The Product has been serviced or otherwise repaired by a person not authorised to do so by ItsVaping or where non approved replacement parts are used.

 

HOW do customers return items?

 

If the product is required to be returned to ItsVaping you can either bring it into our store or you can post the item back to us.

If the item is found to be faulty and by no fault of the user, we will refund the total postage cost incurred to send the item back to us. Please ensure that you include the receipt for the cost of postage when sending the item back to us. If the receipt is not enclosed or you cannot provide proof of postage, then we cannot reimburse this cost to you. By sending an item in for warranty you are agreeing that if there is no fault found then you will bear the cost of the item being returned to you.

For items are DOA we will email out a return label for the items to be posted back with.

If the item is found to be in working condition, and not faulty, the purchaser is responsible for the postage costs incurred to return the item. Prior to returning the item, ItsVaping will contact you to organize payment of postage costs, and once payment is received, the item will then be returned.

 

Packing materials?

 

Items need to be in original packaging with receipt for proof of purchase date for returns

 

WHEN do items need to be returned by?

 

You must contact us Within 90 days of purchase date, at which time we will arrange to have to product shipped back to us.

 

WHERE do items need to be returned to?

 

ItsVaping
Shop 4
168 Pacific Highway
Tuggerah NSW 2259