Returns & Exchanges Policy
VAPELAB Returns & Exchanges Policy
To be eligible for a return or exchange, the product(s) that you wish to return must be in original packaging and in like-new condition. If there is any damage to the product and/or its packaging, we may reject the return. You must return the product(s) within 30 days of the original order.
Please note, that for the safety of our customers, we do not offer change-of-mind returns on E-liquids, Disposable Vape Devices and Batteries. Additionally, VAPELAB Gift Cards are not returnable.
1. If you have a product(s) that you wish to return, please contact us here. Including the below information will help us to expedite your return.
- Full Name
- Order Number
- Phone number
- Reason for Return
2. Upon reviewing your return request, a customer service representative will contact you as soon as possible if more information is required, or to organise your return. Please do not send any item(s) back to us without first receiving approval from our customer service team.
3. Once your return has been approved, please ensure to repackage the item(s) with care and include a copy of your receipt within the package. It is important that the item(s) is returned to us in its original condition. Please note that inadequate repackaging or the return of damaged merchandise may result in the refusal of your return and/or loss of any refund or replacement item offered. We recommend using a tracked postal service to ship your returned product(s).
4. Once we receive your returned item(s), we will inspect the product(s) to ensure it is unused, within its original packaging and undamaged. If the returned item(s) meets the requirements set out in our returns policy, we will process a store credit to the value of the item(s) at the time of purchase. This credit can be used in-store or online at www.vapelab.co.nz.
In case we deem the product(s) unfit for return, we will notify you via email that the product(s) return has been rejected, and no credit will be issued. If you wish to have the product(s) returned to you, you will be responsible for all shipping expenses. If you do not inform us within 14 days of the return being rejected that you wish to have your product(s) returned, we will recycle these products.
If you decide to return a product(s) due to a change of mind, you will be responsible for the shipping costs associated with the initial delivery, including if you initially received free shipping. For example, if you received free shipping, but it cost us $5.90 to ship the product to you, we will deduct $5.90 from your refund. This cost may vary. In addition to this, all change-of-mind returns may be subject to a $20.00 NZD restocking fee to help cover administration costs associated with your order.
If you have any questions relating to our returns process, please get in touch via our online contact page here.