Returns & Warranties

We accept returns for products that remain unopened, unused, and in re-sellable condition. All returns must include proof of purchase and be made within a reasonable timeframe. Our standard return window is 3 months from the date of purchase, in accordance with our store policy. This does not limit your rights under the Consumer Guarantees Act 1993.

Products returned due to incorrect order or change of mind must be in original condition. Return shipping for these cases is the responsibility of the buyer. If we have shipped the wrong item, we will cover the return and reshipment costs.

Faulty or Damaged Products

If your item arrives faulty, damaged, or is not operating as expected, please contact us as soon as possible. In some cases, we may require the product to be returned for assessment before a replacement or refund is issued.

Our policy does not cover damage caused by misuse, drops, liquid exposure, or worn-out consumables (e.g., burnt coils). If the item is potentially unsafe (e.g., overheating, auto-firing), safely remove batteries if possible and contact us before sending the product back. Let batteries fully discharge or isolate them for safe transit.

If returning batteries, use a protective case or insulative packaging to prevent short circuits.

E-Liquid Returns

E-Liquids cannot be returned if the flavour or strength is not to your personal preference. However, in rare cases where there is a quality issue or manufacturing fault, we may ask for the product to be returned for assessment. Please secure the item to prevent leakage in transit and contact us before sending.

Missed Deliveries/Returns To Sender

If a delivery is missed and your parcel is returned to sender (RTS), you may choose to have it resent at your cost or request a refund. For refunds, the full cost of the courier ticket will be deducted, including for orders that originally qualified for free shipping.

Refunds

Refunds are issued only for defective or damaged items after inspection. If approved, a refund will be processed to your original payment method. We’ll notify you of the outcome by email. Processing times may vary by provider.
If you have not received your refund within 5 working days, please check with your bank and payment provider. If delays persist, please contact us on 03 974 8136, or email customerservice@vapourium.nz

Exchanges & Return Shipping

We exchange items only if they are defective or damaged. To request an exchange or initiate a return, please first contact customerservice@vapourium.nz to receive the necessary information and to confirm whether you'll be applicable.

You are responsible for return shipping costs unless the return is due to our error (e.g., incorrect item shipped or confirmed product fault). Shipping fees are non-refundable, including returns to sender and orders originally shipped under free shipping.

If returning an item to us, we recommend using a tracked courier or shipping insurance. We are not responsible for returned parcels lost in transit.