Please note we do not offer exchanges under any circumstances. Please choose items carefully and if unsure seek assistance before purchasing. This process is for faulty items only.
Note on iSticks and Joyetech Products: We will require the Serial Number of your device to process a return. The Serial Number can be found on the packaging box of your device.
1.) To request a return of one or more items in an order, login to your account and navigate to My Account.
2.) Navigate to the Completed Orders section and click on the Return Item(s) button.
3.) In the next screen select the products you want to return using the Qty. to Return drop down boxes, choose the Return Reason. The Return Action and Comments are optional fields. Click on Submit Return Request.
PO BOX 266
Revesby North NSW 2212
Frequently Asked Questions
Q. What is the return policy?
A. We do not offer exchanges for any reason. However, we will happily replace any faulty or broken products. View our returns policy for more information.
Q. Can we exchange the product we purchased?
A. Yes, you can exchange a product if the packaging is still sealed with the exception of e-liquids. View our returns policy for more information.
Q. Can I return the product?
A. Yes, you can return an unopened product for a refund or exchange. We do not accept returns for e-liquids. View our returns policy for more information.
Q. Do we get a refund?
A. Yes, you can opt for a refund or store credit.
Q. How are shipping costs handled in returns/exchange?
A. Customers are responsible for shipping costs for returns and exchanges. View our shipping information to find out more.
Q. How can I cancel or change my order before it ships?
A. You can cancel or change an order before it ships by contacting us via email on our contact page. Please note we may have shipped the order before getting to your email.
Q. Am I able to return my item if I've changed my mind about it?
A. Yes, we accept returns as long as the packaging has not been opened.
Q. When will I receive my refund?
A. We process a refund as soon as the item has been received.
Q. How do I return a faulty item?
A. Please use the Contact Us form to explain the reason for the return and we will advise you on how to return a faulty product. Also, you can view the Warranty Information page for more information. The returns page will show you how to lodge a returns request and will also display the address to ship your faulty product to.