We are committed to supporting our customers in their change from smoking to vaping. We want to help and support you and want it to be a great experience all round. We handle returns and exchanges on a case-by-case scenario with the objective of making our customers satisfied with their purchase from us. Return shipping costs apply to all returns or exchanges (please see below).

Returns & Exchange Period

We accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 30 days of original purchase.

For sanitary and safety purposes, we will not accept returns on the following items, opened or used, and therefore non returnable: e-liquids, open pods/cartridges, replacement coils, drip tips, replacement glasses, atomizers / tanks, disposable pod system, and rechargeable batteries.

If a non-defective item is opened and used, we will not accept it back under any circumstances and they are not subject to a refund. For unopened or unused items, we may accept the return and provide credit to your account, on a case by case basis.

Warranty Service

For hardware purchases, each product purchased directly from us comes with a minimum 90-Day Limited Warranty from the time of purchase.

In order to be eligible for service under warranty, you must initiate a returns process by contacting us within 90 days of original purchase. The 90-Day Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassembly, customized modification, user-error and anything other than reasonable wear and tear from use. Furthermore, consequential and incidental damages are not covered under this warranty.

IMPORTANT: Some manufacturers do require the warranty card/information that is included in order to process a warranty claim, e.g. a scratch off security code on the package, a warranty card in box, etc. PLEASE ensure you keep all the product packaging otherwise we will be unable to verify the warranty or lodge a claim with the manufacturer and process returns or replacements for you.

All “Dead on Arrivals” (DOA), Damaged, Missing, or Wrong Item claims must be reported back to us within 48 hours from the time of delivery. Please inspect your items carefully upon receiving it, it is your responsibility to check within the time span and notify us of any problem. Cosmetic issues and discoloration are considered normal wear and tear and is not covered by warranty.

We do not guarantee compatibility between items. If you have any questions about compatibility, please do your research or send us a question before placing your order. We will not accept returns due to incompatibility.

If you would like to submit a request for refund, replacement or exchange, please contact us by email at info@vapeology.co.nz. Please provide your FULL NAME, ORDER #, EMAIL ADDRESS, and REASONS for the return. You may be requested to provide pictures or video proof of the issue. We may also require the item to be returned to us to be assessed. If the return is approved, you will receive further instructions on returning the package.

Replacements will be shipped out after we receive the defective item back at our facility.

Note: Atomizers such as tanks, RDAs, RTAs, RDTAs, and pod systems purchased on our website are intended only for use with e-liquids. Any use of cannabis oil, cannabis-based substances, CBD oil, or similar liquids will void any warranty on our products and we will not accept it for a return. This also applies to the use of the incorrect e-liquid for your vape.

Other than “Dead on Arrival” product faults, Vapeology Ltd reserves the right to not process any warranty claims or issue refunds or credits based on the above and on our assessments on a case by case basis.

Return Shipping Costs

Customers are responsible for all return shipping/postage costs.

Once we receive the items and approve the return, we will bear the shipping costs for the replacement items or issue the payments of the product if it is for a refund.


Refund Process

Refund may be issued back to the original payment (Credit card, debit card, etc) or as store credit in the form of loyalty points, on a case by case basis.