At Vapico Australia, we aim to handle order cancellations, product issues and refund requests as clearly and fairly as possible.

Because vaping products are subject to strict transport, customs and handling requirements, we generally do not require customers to physically return products once they have been delivered.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Order Cancellations Before Dispatch

If your order has not yet been dispatched, you may contact us to request a cancellation.

Where the cancellation is approved before the order enters the shipping process, we can generally issue a refund to the original payment method.

Because orders may be processed quickly, we recommend contacting us as soon as possible if you wish to cancel.

Cancellation After Dispatch

If your order has already been dispatched, we may still attempt to stop or intercept the shipment where possible.

If the carrier successfully intercepts the parcel and the shipment is confirmed as stopped or returned, we can process the applicable refund.

However, once a parcel has entered the delivery network, interception cannot be guaranteed.

If the shipment cannot be successfully intercepted, we may be unable to cancel or refund the order for change-of-mind reasons.

Change of Mind

If you simply change your mind after an order has already been successfully dispatched or delivered, we generally cannot accept a physical return of the vaping products.

This includes situations where:

  • you ordered the wrong product or flavour,
  • you no longer want the product,
  • you found the product elsewhere at a different price, or
  • you changed your mind after purchasing.

If your order has not yet been dispatched, please contact us as soon as possible and we will review whether cancellation is still possible.

Physical Returns

Please do not send vaping products back to Vapico Australia unless our support team has specifically provided return instructions.

Due to transport, customs and product-handling restrictions, most order and product issues are handled without requiring the customer to physically return the item.

Unauthorised returns may be refused or may not be able to be processed.

Damaged, Faulty or Incorrect Products

If your order arrives damaged, contains an incorrect product, is faulty, or is not as described, please contact us as soon as reasonably possible.

To help us review the issue, please provide:

  • your order number,
  • the product name,
  • a clear description of the issue,
  • clear photos of the product and packaging, and
  • video evidence where the issue cannot be clearly shown in a photo.

Our support team may request additional information where necessary.

How Product Issues Are Resolved

Where a genuine product or order issue is confirmed, we will normally resolve the matter without requiring the original product to be returned.

Depending on the circumstances, the resolution may include:

  • sending a replacement product,
  • sending a missing or corrected item,
  • providing a partial refund or price adjustment,
  • providing another suitable resolution, or
  • providing any remedy required under applicable consumer law.

The appropriate solution will depend on the nature and extent of the issue.

Opened or Used Products

Opening or using a product does not prevent you from contacting us about a genuine fault, defect, damage or incorrect item.

However, an opened or used product generally cannot be returned simply because you changed your mind.

If there is a genuine issue with the product, please contact our support team and provide the relevant evidence.

Replacement Products

Where a replacement is approved, we will normally send the replacement to the delivery address associated with the original order unless otherwise agreed.

Replacement availability may depend on current stock.

If the original product is unavailable, our support team will discuss an appropriate alternative resolution with you.

Partial Refunds and Price Adjustments

In some circumstances, a replacement may not be necessary or appropriate.

Depending on the issue, we may offer a partial refund or price adjustment based on the affected product and the nature of the problem.

Any agreed refund will normally be processed to the original payment method where possible.

Refund Processing

Where a cancellation or refund has been approved, the refund will generally be issued to the original payment method.

Processing times may vary depending on the payment provider, bank or financial institution.

For orders that have already been dispatched, any refund relating to a cancellation will normally only be processed after the shipment has been successfully intercepted or otherwise confirmed as stopped or returned.

How to Request Support

If you would like to cancel an order or report a problem with a product, please contact us through our Contact Us page.

For order-related enquiries, please include:

  • your order number,
  • the email address used for the order,
  • the product name, and
  • supporting photos or videos where relevant.

The earlier you contact us about an order cancellation, the greater the chance that we may be able to stop the shipment before delivery.

Important Information

Please do not attempt to return or ship vaping products back to us unless you have received specific instructions from Vapico Australia.

If you are making a claim about a damaged or faulty product, please keep the product and packaging until our support team has completed the review, unless doing so would present a safety risk.

Vapico Australia may update this Return & Refund Policy from time to time. The latest version published on this page will apply to future purchases, subject to applicable law.

Contact Us

If you have any questions about order cancellation, replacements, partial refunds or this policy, please contact the Vapico Australia support team through our Contact Us page.