Refund and Returns Policy

Refund & Return Policy

At Pure Puffs AU, customer satisfaction is one of our highest priorities. We are committed to supplying genuine, high-quality vaping products and accessories while providing a fair and transparent returns process. This Refund & Return Policy explains your rights and our procedures for returns, exchanges, and refunds.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You may be entitled to a repair, replacement, or refund where a product:

  • Is faulty or defective.

  • Is significantly different from its description.

  • Is not of acceptable quality.

  • Does not perform as reasonably expected under Australian Consumer Law.

Nothing in this policy limits or excludes your statutory consumer rights.

Return Eligibility

To be eligible for a return, products should generally:

  • Be purchased directly from Pure Puffs AU.

  • Be accompanied by proof of purchase.

  • Be returned in their original packaging where possible.

  • Include all supplied accessories and components.

Products may be inspected before a refund or replacement is approved.

Hygiene & Safety Policy

For health, hygiene, and product safety reasons, we are generally unable to accept returns of:

  • Opened disposable vape devices.

  • Opened e-liquids.

  • Opened pods or cartridges.

  • Products showing signs of use.

  • Products damaged through misuse or accidental damage.

Exceptions may apply where products are faulty or where required under Australian Consumer Law.

Damaged, Incorrect or Faulty Products

If your order arrives damaged, incorrect, or appears faulty, please contact our customer support team as soon as possible.

To help us resolve your request quickly, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product.

  • Photos of the packaging.

  • Photos of any shipping damage if applicable.

Our team will assess your claim and advise whether a replacement, repair, store credit, or refund is appropriate.

Change of Mind Returns

Due to hygiene and safety considerations, Pure Puffs AU generally does not accept change-of-mind returns on vaping products once they have been opened.

If a product remains:

  • Unopened

  • Unused

  • Sealed

  • In its original packaging

please contact us before returning the item. Approval is at our discretion and may be subject to applicable consumer laws.

Return Process

If you need to return an item:

Step 1

Contact our customer support team before returning your order.

Step 2

Provide:

  • Order number

  • Proof of purchase

  • Description of the issue

  • Supporting photographs (if applicable)

Step 3

Wait for return authorisation.

Unauthorised returns may experience delays in processing.

Step 4

Package the item securely and follow the return instructions provided by our customer service team.

Refund Processing

Once your returned product has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will generally be processed using the original payment method.

Processing times may vary depending on your financial institution or payment provider.

Exchanges

Where stock is available, eligible products may be exchanged for:

  • The same item

  • A replacement product

  • An alternative product (subject to any price difference)

Exchange eligibility depends on product condition and applicable Australian Consumer Law.

Non-Returnable Items

The following products are generally not eligible for return unless faulty or required by law:

  • Opened disposable vape devices

  • Opened e-liquids

  • Opened pods or cartridges

  • Clearance or final sale products

  • Gift cards

  • Products damaged through misuse

  • Products modified after purchase

Order Cancellations

Orders may be cancelled before dispatch by contacting our customer support team promptly.

If an order has already been processed or shipped, cancellation may no longer be possible.

Shipping Costs

Where a return results from:

  • Our shipping error

  • An incorrect item supplied

  • A confirmed product fault

Pure Puffs AU may cover reasonable return shipping costs where required by law or agreed during the claims process.

For approved change-of-mind returns, customers are generally responsible for return shipping costs.

Incorrect Shipping Information

Customers are responsible for ensuring delivery details are accurate before completing their order.

Pure Puffs AU is not responsible for delays, additional costs, or lost deliveries resulting from incorrect shipping information supplied by the customer.

Quality Assurance

Every order is checked before dispatch to help ensure customers receive authentic products in excellent condition.

If you experience any issues with your purchase, our support team will work with you to find a fair and timely solution.

Contact Our Support Team

If you have questions about returns, refunds, exchanges, or your order, please contact the Pure Puffs AU customer support team.

We are committed to providing:

  • Genuine premium vaping products

  • Secure online shopping

  • Fast Australia-wide shipping

  • Responsive customer service

  • Fair and transparent after-sales support

Thank you for choosing Pure Puffs AU as your trusted online destination for premium vaping products and accessories.

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