Refund policy

Vape2GO — RETURNS & REFUND POLICY

1. Overview

At Vape2Go, we are committed to compliance with New Zealand consumer law and delivering the highest standard of customer service. All returns are handled under the Consumer Guarantees Act (CGA) and Fair Trading Act (FTA).

We will assess all returned products to determine the most appropriate remedy:
repair, replacement, or refund.

2. How to Request a Return

Please contact via our online Contact Page or email info@vape2go.co.nz and provide:

• Order Number ：a four-digit order number starting with a hash (#)

• Full Name

• Address

• Phone Number &Email 

• Description of the issue

⚠️ Do not ship any products back until approval is given.
Once approved, we will provide a return ticket and shipping details.

3. Conditions for Accepted Returns

Approved returns must:

✅ Include all original parts, packaging, accessories & manuals

✅ Include a copy of the receipt

✅ Be securely packaged using padded/boxed tracked shipping

✅Evidence (photos/video) may be required prior to approval

 

❌ Returns sent in paper envelopes will not be accepted
❌ Vape2Go is not responsible for lost or damaged returns in transit

Poor packaging may result in refusal of refund/replacement.

4. Assessment & Outcome

When returned product is received:

A. If a manufacturing fault is verified

→ Refund or replacement within 10 business days
→ Refunds issued to the original payment method only

B. If product is found not faulty

→ We will notify you
→ Troubleshooting guidance may be provided
→ Return shipping may be charged

5. Exclusions & Non-Returnable Products

Due to hygiene & safety regulations, no returns on:

• Opened vape devices with broken tamper seal

• Batteries / battery cells

• E-LIQUID 

Additionally, we do not refund:

• Change of mind

• Circumstance changes

• Price differences found elsewhere

• POSTAGE

Cosmetic damage must be reported within 48 hours of delivery. Only new, unused, unopened devices may be refunded.

Refund includes:

• Product cost only

Refund excludes:

• Original shipping cost

• Return shipping cost (customer responsibility)

6.⚖️ LEGAL DISCLAIMER

Vape2Go reserves the right to:

• Require further verification of any claim

• Refuse returns not meeting required conditions

• Correct website errors including price/description inaccuracies

• Update this policy at any time without prior notice

This policy does not exclude or limit any rights guaranteed under the New Zealand Consumer Guarantees Act.