Refund and Returns Policy – THCVapePenSydney.com
Effective Date: 19 August 2026 | Version: 1.0
At THCVapePenSydney.com (referred to as “we,” “us,” or “our”), we are committed to your complete satisfaction with every purchase. We understand that sometimes products may not meet your expectations, or issues may arise. This Refund and Returns Policy outlines our processes for returns, refunds, exchanges, and cancellations.
Our Guarantee: Your satisfaction is our priority. We are here to resolve any issues quickly and fairly.
1. Overview
We stand behind the quality of our products. If you are not entirely satisfied with your purchase, we are here to help. Please read this policy carefully to understand your rights and our obligations.
Key Points:
- Return requests must be made within 7 days of delivery.
- Products must be unused, unopened, and in original packaging.
- Change of mind returns are accepted but may incur restocking fees.
- Faulty or damaged products are eligible for full refunds or replacements.
- Sale items are final and cannot be returned.
2. Change of Mind Returns
We understand that sometimes you may change your mind. If you are not completely satisfied with your purchase, you may return it within 7 days of delivery for a store credit or exchange, subject to the following conditions:
Eligibility Criteria
- Products must be unused, unopened, and in their original packaging.
- Products must be in resaleable condition.
- Returns must be initiated within 7 days of receiving your order.
What We Do Not Accept
- Products that have been opened, used, or damaged by the customer.
- Products with missing or tampered packaging.
- Sale or clearance items (these are final).
Restocking Fee
- A 20% restocking fee will apply to all change of mind returns.
- The restocking fee is deducted from your refund or store credit.
- Return shipping costs are your responsibility.
3. Faulty or Damaged Products
We take product quality and safety very seriously. If you receive a faulty, damaged, or incorrect product, we will resolve the issue promptly and at no cost to you.
Eligibility Criteria
- Products that are faulty, damaged in transit, or not as described.
- Products that are defective or do not function as intended.
Our Commitment
- We will provide a full refund or replacement product.
- We will cover return shipping costs for faulty products.
- We will process your request within 2-3 business days of receiving the returned item.
Reporting Issues
- You must notify us within 48 hours of receiving your order.
- Provide clear photos of the damaged or faulty product.
- Include your order number and a brief description of the issue.
4. Returns Process
To initiate a return, please follow these steps:
Step 1: Contact Us
Email us at thcvapepensydney@gmail.com or call +61 494 635 524 with:
- Your order number
- Product name and description
- Reason for return
- Photos (for damaged or faulty items)
Step 2: Receive Instructions
We will provide you with:
- Return authorisation
- Return shipping address
- Any specific instructions
Step 3: Ship the Item
- Pack the item securely in its original packaging.
- Include a copy of your order confirmation or return authorisation.
- Ship the item to the address provided.
Step 4: Inspection and Processing
- Once we receive your return, we will inspect the item.
- We will process your refund or exchange within 2-3 business days.
- You will receive a confirmation email.
5. Refund Options
Depending on your situation, we offer the following refund options:
| Situation | Refund Option | Timeframe |
|---|---|---|
| Faulty or Damaged | Full refund or replacement | 2-3 business days |
| Change of Mind | Store credit (less 20% restocking fee) | 2-3 business days |
| Incorrect Item | Full refund or replacement | 2-3 business days |
| Lost in Transit | Full refund or replacement | After investigation |
Refund Method
- Refunds will be issued to the original payment method.
- Store credits will be issued via a code for use on our website.
6. Exchanges
If you would like to exchange a product for a different item, please follow the returns process above. We will process the exchange once we receive the returned item.
Exchange Conditions
- The item must meet our return eligibility criteria.
- You may exchange for a different product of equal value.
- If the new product is more expensive, you will need to pay the difference.
- If the new product is less expensive, we will refund the difference.
7. Cancellations
Order Cancellations
- You may cancel your order within 2 hours of placing it.
- We will issue a full refund.
- Once the order has been processed or shipped, cancellations are no longer possible.
Returns vs. Cancellations
| Scenario | Action |
|---|---|
| Within 2 hours of ordering | Cancel for full refund |
| After 2 hours but before shipping | Contact us (no guarantee) |
| After shipping | Use returns process |
8. Sale Items
All sale items, clearance products, and discounted purchases are final. They are not eligible for returns, refunds, or exchanges.
9. Return Shipping Costs
| Situation | Shipping Responsibility |
|---|---|
| Faulty or Damaged | We cover return shipping |
| Change of Mind | Customer covers return shipping |
| Incorrect Item | We cover return shipping |
We recommend using tracked shipping for returns. We are not responsible for items lost in transit during return shipping.
10. International Returns
We currently ship within Australia only. For any return inquiries, please contact us directly.
11. Contact Us
If you have any questions or concerns regarding this policy, please contact our customer support team:
| Contact Method | Details |
|---|---|
| thcvapepensydney@gmail.com | |
| Phone | +61 494 635 524 |
| Response Time | Within 24 hours |
12. Policy Updates
We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically.
Premium quality. Trusted service. Vape better with us.
Summary of Key Points
| Aspect | Policy |
|---|---|
| Return Window | 7 days from delivery |
| Condition | Unused, unopened, original packaging |
| Faulty Products | Full refund or replacement |
| Change of Mind | Store credit less 20% restocking fee |
| Sale Items | Final – no returns |
| Return Shipping (Faulty) | We cover |
| Return Shipping (Change of Mind) | You cover |
| Processing Time | 2-3 business days |
FAQs
1. Can I return a product if I don’t like the flavour?
Yes, you may return it under our change of mind policy. The product must be unused, unopened, and in original packaging. A 20% restocking fee applies.
2. What if my product arrives damaged?
Contact us within 48 hours with photos. We will arrange a full refund or replacement at no cost to you.
3. How long does it take to process a refund?
Once we receive your return, we will process your refund within 2-3 business days. Your bank may take additional time to reflect the credit.
4. Can I exchange a product?
Yes, you can exchange for a different product of equal value. Follow the returns process and we will assist you.
5. Are sale items returnable?
No, all sale items are final and cannot be returned or exchanged.