Returns and Refunds: How We Make It Right

Our returns and refunds policy is simple. If something arrives faulty, damaged or incorrect, we’ll fix it quickly.

This page explains what you can return, how to make a claim and how long refunds take.

Also, it sets out your rights under Australian Consumer Law.

• Faulty items replaced or refunded
• 14-day claim window
• Refunds within 5 business days

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy limits those rights.

In short, you are entitled to a replacement or refund for a major failure.

You are also entitled to a remedy for other failures that aren’t minor.

What You Can Return

Faulty or Incorrect Items

If your product is faulty, damaged or incorrect, please tell us within 14 days of delivery.

Then we’ll offer a replacement or a full refund.

For faulty devices, we may ask for a short video or photo.

That way, we can confirm the fault and process your claim quickly.

In most cases, you won’t need to send the item back.

However, if we do ask for a return, we’ll cover the postage.

Change of Mind Returns

We accept change of mind returns on sealed, unused products within 14 days of delivery.

The product must be in its original, unopened packaging.

For health and hygiene reasons, we can’t accept opened or used vapes, pods or pouches.

Also, the customer pays return postage for change of mind returns.

Once we receive and inspect the item, we’ll refund the product price.

Shipping is free, so there is no delivery charge to deduct.

What Isn’t Covered

Some issues aren’t faults. For example, we can’t offer a remedy for:

• A device that has simply reached the end of its e-liquid or battery life.
• Damage from dropping, water, heat or opening the device.
• Charging with fast chargers or damaged cables.
• Flavour preference, once a product has been opened.

Not sure whether your issue counts as a fault? Just ask. We’d rather help than turn you away.

How to Make a Claim

Returns and Refunds: Times and Methods

Once we approve returns and refunds, we process them within five business days.

We always refund to your original payment method.

Your bank or card provider may then take a few more days to show the credit.

So allow up to ten business days in total.

Crypto Refunds

For crypto orders, we refund the AUD amount you paid, not the coin value on the refund date.

Also, we send the refund to a wallet address you confirm by email.

Because the 15% crypto discount already applied, we refund the discounted amount you actually paid.

See our pay with crypto page for more.

Replacements

If you choose a replacement, we send the same product and flavour.

However, if that flavour is out of stock, we’ll offer an alternative or a refund.

Replacements ship free, with tracking, as quickly as a normal order. Our shipping policy lists typical delivery times.

Bundles and Mixed Packs

For mixed packs, we assess each device on its own.

So if one device in a pack is faulty, we replace or refund that device.

Unopened change of mind returns on packs must include every item. Partial returns of opened packs aren’t accepted.

Cancelling an Order

Want to cancel? Email us as soon as possible. Before dispatch, we can cancel and refund your order in full.

After dispatch, the change of mind conditions above apply.

Questions About Returns and Refunds?

We aim to make every claim quick and fair.

If you have any questions, email support@officialiget.com or visit our contact page.

You’ll also find more answers in our FAQ and our terms and conditions.

Last updated: September 2026