refund & returns policy
We believe in keeping it fair — for you and for us.
If something goes wrong, we’ll make it right. If you’ve simply changed your mind, we trust you’ll understand that we can’t offer refunds just because.
Here’s how it all works.
🙅♀️ Change of Mind? Wrong Flavour? Accidental Clicks?
We don’t offer returns or refunds for:
- Flavour regret
- Changing your mind
- Ordering the wrong product
- Realising after checkout that you wanted something else
Our products are sealed, regulated, and fast-moving. Once they’re packed, they’re gone. That’s why we do everything we can up front to help you choose wisely — and why we can’t take things back once they’re shipped.
🧊 If Something Arrives Broken or Faulty
If your order shows up damaged, faulty, or just not working right — let us know within 48 hours of receiving it.
Send us an email at hello@vapevault.co.nz with:
- Your order number
- A clear photo (or short video) of the issue
- A quick explanation of what went wrong
Once we’ve confirmed the fault, we’ll issue a refund — easy as that.
No drama. No drawn-out process. Just real service.
🔁 Refunds & Processing
If a refund is approved, we’ll ask you to provide your bank account details so we can process it manually.
Refunds are usually issued within 2–3 business days, and you’ll receive confirmation once it’s been sent.
📦 Sending Something Back?
In most cases, you won’t need to return the item — but if we do ask for it back, we’ll give you clear instructions.
⚖️ Your Rights
We follow the Consumer Guarantees Act — if your item is faulty, you’re legally entitled to a refund, repair, or replacement.
We usually opt to refund — it’s faster, easier, and less annoying for everyone.
🤝 Need help?
We’re real people, not bots. If you’ve got a question or you’re unsure about anything before you order, flick us a message.
