Return & Refund Policy

1. Australian Consumer Law

Our products are covered by applicable consumer guarantees under the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

These guarantees provide consumers with rights where products are not of acceptable quality, are not fit for their disclosed purpose, do not match their description, or otherwise fail to meet applicable consumer guarantees.

Depending on the nature and seriousness of the problem, you may be entitled to a repair, replacement or refund.

2. Change of Mind Returns

We do not generally offer refunds or exchanges simply because a customer changes their mind, orders the wrong item, no longer wants a product or decides that a product is unsuitable after purchase.

Due to the nature of therapeutic goods and applicable pharmacy and product-safety requirements, we may be unable to accept certain products for return once they have been supplied.

This policy does not affect your rights where a product has a fault or does not meet an applicable consumer guarantee under Australian law.

3. Faulty or Defective Products

If you believe a product is faulty, defective, unsafe or does not meet the applicable consumer guarantees, please contact us as soon as reasonably possible.

Depending on the circumstances and whether the failure is major or minor, an available remedy may include:

• A refund where required or permitted under Australian law.
• A replacement product where appropriate and lawful.
• A repair or other suitable remedy where applicable.

We may ask for details of the issue and reasonable evidence to help assess your request. This may include photographs, a description of the problem, proof of purchase or other relevant information.

We will assess reported product issues in accordance with the ACL and applicable therapeutic-goods requirements. Any assessment process will not remove or limit your statutory rights.

4. Damaged or Incorrect Orders

Please check your order when it arrives. If your order contains an incorrect item, is missing an item or arrives visibly damaged, contact our customer support team.

To help us investigate, please provide:

• Your order number.
• A description of the issue.
• Photographs of any visible damage, packaging or incorrect items, where available.

We will review the information and work with you to determine an appropriate solution.

5. Therapeutic Goods and Product Safety

Vapelx operates as a pharmacy business and handles therapeutic goods subject to applicable Australian regulatory requirements.

For health, safety and regulatory reasons, returned therapeutic goods may need to be assessed, quarantined, securely stored or disposed of in accordance with applicable requirements.

Products that have been returned or are otherwise unsuitable for supply will not be placed back into saleable stock unless this is expressly permitted under applicable laws and regulatory requirements.

Any return or disposal process will be handled in a way that is consistent with applicable pharmacy and therapeutic-goods requirements.

6. How to Request a Return

Please contact us before sending any product back. Unauthorised returns may be delayed because we need to confirm the correct handling and return arrangements.

Step 1 – Contact Our Team

Email us with your order number and a clear explanation of the reason for your return or refund request.

Step 2 – Provide Supporting Information

We may request photographs, purchase details or other information reasonably required to assess the issue.

Step 3 – Assessment

Our team will review your request and explain the next steps, including any applicable return or product-handling instructions.

Step 4 – Resolution

Once the matter has been assessed, we will advise you of the available remedy and any applicable refund or replacement arrangements.

7. Return Conditions

Where a return is appropriate and lawful, we may ask customers to follow reasonable return instructions. These may include:

• Providing valid proof of purchase or an order number.
• Following the return instructions provided by our team.
• Using suitable packaging where a product needs to be returned.
• Providing relevant information about the product issue.

Original packaging may be helpful when assessing a return, but it is not a condition for exercising consumer guarantee rights where Australian law does not permit such a requirement.

We may decline a voluntary change-of-mind return where it falls outside any return arrangement we have expressly offered. This does not apply to remedies required under the ACL.

8. Refund Processing

Where a refund is approved or required under Australian Consumer Law, it will generally be processed using the original payment method where reasonably possible.

After a refund has been processed by Vapelx, the time required for the funds to appear in your account may depend on your bank, card issuer or payment provider.

We will provide confirmation when the refund has been processed.

9. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the applicable consumer guarantees.

• Confirmed product issue: Where a product failure is confirmed and Australian Consumer Law requires reimbursement of reasonable return costs, we will reimburse those costs as required.
• Incorrect or damaged delivery: We will assess the circumstances and arrange an appropriate solution, including reasonable return shipping arrangements where applicable.
• Change of mind: We are not generally required to cover return shipping for a voluntary change-of-mind request.

Please keep any relevant postage receipts or shipping documentation.

10. Exchanges and Replacements

Exchanges or replacement products may be available where appropriate and permitted by applicable laws and therapeutic-goods requirements.

Replacement products must meet the relevant supply requirements. We cannot promise an exchange for a particular product if that product cannot lawfully be supplied or is unavailable.

Where an exchange is not possible, another remedy may be available depending on your consumer rights and the circumstances of the issue.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible and provide your order number.

We will make reasonable efforts to stop an order before it is dispatched. However, cancellation may not be possible once an order has been processed, dispatched or otherwise supplied.

This section does not limit any cancellation, refund or other rights you may have under Australian law.

12. Contact Us

If you have questions about a return, refund, damaged delivery or product issue, please contact our team.

To help us respond efficiently, include your order number and a brief description of your enquiry.