Returns & Refunds

Returns and replacements

Each device here is a sealed, single-use product, which keeps the rule short. A faulty device is replaced. A device that works but turns out not to be your taste cannot go back. The rest of this page shows how a claim runs and where we draw the line between the two.

Making a claim, step by step

1. Film it. Record ten to twenty seconds of yourself using the device, making sure the indicator light and the flavour label can both be seen.
2. Email it. Send the clip, with your order number, to orders@auvapeclub.com. When several devices from one order are affected, one email is enough provided every device is shown in the video.
3. We confirm. We watch the footage and agree with you what the fault is.
4. The replacement ships. It goes out from Melbourne.

The faulty unit normally stays with you. When the video leaves no doubt, we ask you to dispose of it and post a fresh one, so please do not send anything back unless we have asked.

What counts as a fault

• The wrong flavour or the wrong model turned up compared with your order.
• Postal damage: the device turned up crushed, cracked or broken in some other way.
• It is dead on arrival, or close to it, producing little or nothing straight from the packaging.
• E-liquid leaks from the mouthpiece or the base during ordinary use.
• The first draws taste burnt, which points to a coil problem rather than a device that has simply been used up.
• A CRWN Infinity will not charge, even on a cable you have checked works.

What does not count

• A device that has simply run its course. Puff ratings are manufacturer figures from test conditions, so everyday use lands below them; that is how the number works, not a defect.
• A flavour that was not to your liking. Taste differs from person to person and an opened device cannot be resold, so we would rather you try a single device in a new flavour before you build a multi-pack.
• Damage once it was in your hands, whether from drops, water, taking it apart or a spell in a hot car.
• Devices bought elsewhere, because we can only support what we sold ourselves.

Timing and postage

Claims have no deadline, but sooner is easier, especially for transit damage, since Australia Post can look into a parcel more readily while its scan history is fresh. When the fault is ours we pay postage in both directions. When we have agreed to take something back for any other reason, the return postage is yours.

When a replacement is not possible

A fault is normally put right with the same thing again. If that flavour has sold out, you may choose another flavour on the same device. A refund happens only when no suitable replacement exists. It covers the affected items and is paid by bank transfer, back to whichever account made the payment.

Australian Consumer Law

None of this changes the consumer guarantees in the Australian Consumer Law. A major failure lets you choose between a refund and a replacement, and a product that is not of acceptable quality must be repaired or replaced. The steps above are simply the quickest way for us to meet that.