Returns, Exchange & Warranty Information
All returns where applicable are offered as exchange only. For all returns, exchange & refund processes outlined below, the products must be returned with all included accessories, included free gifts & original packaging, serial number to our returns address. If any items included in the original purchase are not returned with the product a cost of those items will be deducted in calculating the cost of applicable refund.
MyVapeClub will not provide a refund, credit or exchange for any item where item has been returned to us in damaged condition or item shows signs of mishandling or misuse or physical damage or intentional damage
Our returns address is:
Ace Impex Pty Ltd, PO Box 121, Ormond VIC 3204
Change Of Mind / Buyer’s Remorse
MyVapeClub does not accept returns on products used by customers due to health & hygiene reasons. Our vaping products cannot be resold to another buyer so we do not allow returns for any reasons at all including change of mind / bought incorrect item / buyer’s remorse. So please choose your product carefully and do a research on the product before your buy to check if it is the right product for you.
Product Dead On Arrival (DOA)
If a product is received dead on arrival, buyer needs to contact us within 3 days of the date the product is delivered. Once contacted we will issue a RMA number to the buyer, the item needs to be returned with all original packaging & accessories. Buyer must securely package the item & return to us within 3 days of receiving the RMA number and provide us with a tracking number. Once received by us we will assess the item for DOA, depending on the nature of the fault we will repair or replace the item at no cost to buyer. In case the item was DOA as claimed we will reimburse the buyer with a postage cost of $7.60 for sending the item back to us. We will also reship the item back to buyer at no cost if the DOA was claimed and returned in timely manner as per our policy
If the item is assessed as operational and it was users lack of knowledge in operating the product or troubleshoot that was causing the issue buyer had then the postage costs will not be reimbursed and buyer will have to pay the postage for the item to be resend to their address
Item arrived damaged:
For items that arrive damaged in transit we are covered by transit insurance by Australia Post, Buyer must report the damaged item to us within 1 day of the item being delivered. Buyer must send us clear photograph of the damaged item/parts and packaging. Buyer must detail the type of damage by email to us. We then lodge insurance claim with Australia Post and use those photographs and damaged packaging to substantiate our claim. We then will ask buyer to post the item back to us or to Australia Post outlet as instructed by Australia Post. Buyer will be reimbursed for the postage costs incurred in doing so. We will then reissue the buyer a new unit of the same item. In case only a small part of the item has been received as damage we may send buyer the replacement part instead of going through all of this return process depending on the availability of the damaged part. Any claims for cracked glass where there is no damage on the packaging will be considered invalid & accidental
Faulty items within warranty period:
If you consider there is a fault or defect with the item, please contact us to get RMA number for warranty process, and return the item to us within the warranty period with quoted RMA. the fault will be assessed under our warranty guidelines. If the fault has arisen due to a manufacturing defect the item will be repaired or replaced under our 60 days back to the base warranty. All postage costs involved in warranty process are to be borne by the buyer and must be paid in full before we ship the product back to the buyer after repairs
Our goods come with guarantee that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement in case of a major failure. If we do not have a replacement in stock, we can issue you a refund after deduction any costs if applicable.
In case of minor failure of the item we will provide you with replacement parts or repairs as required in case the item or part is assessed as faulty. All our vaping products are parallel imports and we provide 60 days back to base warranty on all products with some exclusions to consumable products like eLiquid, cartomizers, coils and components that are prone to accidental damage or wear by heat and fragile in nature like pyrex glass and o-rings, lithium batteries
Any damages assessed as misused, mishandled or intentional damages to the items or parts are also excluded by our warranty policy.