Warranty and Refund Policy
Super Vape Store offers a 3 Month Warranty and Refund
Policy. We also understand how daunting
it can be to purchase your first product and then how frustrating it is to find
out its faulty, hence why we try and provide a speedy and comprehensive
warranty service to our customers.
Important Note
Any purchase made in store – should be returned to that
store it was purchased from.
Vaping products can be quite complex and confusing, unless
you’ve done some research on the product prior to purchase.
Before you start with the returns process, we advise to read
the manual that came with your product, and start off with simple
troubleshooting steps. For example, if
the mod is not turning on, try to charge the product, or change the batteries. If these steps don’t work, its likely to be
faulty.
Also please note, that if your product was sent back and is
deemed “NOT FAULTY” by our assessment team, a shipping fee of $10 will
be applied to get this product sent back to you. If the product is faulty the shipping is on
us.
You must provide proof of purchase, or have the product on
your Super Vape Store account to process a claim.
For more information visit https://www.accc.gov.au/
What’s Covered under the Warranty?
Our warranty covers any manufacturing faults and defects,
major malfunctions and any other issue that is not result of your actions or
inactions.
The warranty does not cover accidental damage or any damage
that was caused by incorrect or unusual procedures not used in accordance with
the manufacturer’s instruction booklet.
Ordinary wear and tear is also not covered.
We do not refund or exchange items, because change of mind
or you simply do not like the product or product if it has been used. We can however exchange or refund product if
it is unused and sealed.
Excluded items
Below is a list of excluded items from the warranty policy. If any of these products are found to be
faulty, unfortunately due to their status, they cannot be refunded or returned.
·
E-Liquids – All e-liquids contain food
grade ingredients and are considered a consumable and perishable product. No returns or exchanges will occur with these
unless it’s a direct result from manufacturing.
·
Concentrates/PG and VG – Same as above
with regards to food grade ingredients.
·
Coils, Wire and Cotton – As these
products are considered consumable products no refunds or exchanges will take
place if the product has been removed from its original packaging.
·
Batteries – (are excluded from 3-month
warranty) But come with a fourteen (14) day warranty period, to ensure you
receive them in good working condition.
·
USB Charged Products (DOES NOT INCLUDE
inbuilt battery kits or mods) – We always specify at time of purchase, not
to use the inbuilt USB charging port on the products. We do
not offer returns or refunds on any products that have been damaged by using
the USB charging. The only exception to
this is if the mod has inbuilt batteries, which require charging through USB
port. Make sure care is taken when
plugging your device into charge.
Returns Process
If you have received a faulty product or something has
happened you have 2 options.
1.
Head into your local SVS store to process it and
get assessed.
2.
Fill in the Warranty Request Form located here https://supervapestore.com.au/pages/warranty Then await a response from our Customer
Service team. (First response can take up to 24 hours) Also please note our
customer service department is closed on weekends.
If you have headed into your local SVS Store for a return of
a product/product your request will be attended to immediately. The Sales Assistant will fill in your
warranty form online so a record is taken.
Unfortunately, sometimes the fault or problem cannot be replicated, and
will need to be assessed, if this is the case, the Sales Assistant may ask you
to leave your product/product with us for testing. (This process can take up to three (3) days
to complete. You will be notified as
soon as a resolution is prepared.) The
Sales Assistant will take down your name and contact phone number to advise you
of the outcome.
If you have filled in your online form, and you have been
request to send your product/product back to us for assessment, please forward
your product/product with box and all contents to the address below:
Super Vape Store
Returns Department
Unit 10 / 227 Fleming Road
Hemmant QLD 4174
Once we have the product the team will assess the faults,
you have reported (this process can take up to three (3) days to complete from
when the product/product arrives at our warehouse).
Once the assessment is completed, the team will contact you
via email or phone, to advise you of the outcome. If a replacement is needed, the team will
provide you with tracking details for the new product.
If you have requested a refund or we can only provide a
refund, you will be asked to provide some additional details - https://supervapestore.com.au/pages/refund
For all inquiries about warranty issues please email
support@supervapestore.com.au
Below are some explanations and general information relating
to the policy outlined above.
Unused Returns
Any item that has been unused and unopened can be returned
in the first thirty (30) days.
If 30 days have passed since your purchase, unfortunately we can’t offer
you a refund or exchange.
To be eligible for a return, your item must be unused and in
the same condition that you received it. It must also be in the original
packaging, with all original included accessories.
To complete your return, we require a receipt or proof of
purchase.
Please do not send your purchase back to the manufacturer.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange
it for the same item, send us an email at support@supervapestore.com.au
Refunds
We cannot offer cash refunds due to company policy.
We cannot refund via Eftpos in store, due to bank
restrictions.
If your product is deemed faulty and a refund is approved,
your refund will then be processed, and a credit will be deposited into your
bank account or PayPal, within a certain amount of days.
You will be asked once you have been approved to provide
more information. This information will
be things like bank details and name, so the refund can be processed for you.
Shipping will not be refunded, but credited to your online
account.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account/PayPal
account again.
Next contact your bank/PayPal. There is often some processing time before a
refund is posted.
If you’ve done all of this and you still have not received
your refund yet, please contact us at support@supervapestore.com.au