At VAPELAB, our top priority is to ensure we always act in the best interests of our customers. To fulfil this commitment, we undertake thorough inspections of all products that are returned to us, promptly addressing any faults or defects in compliance with our obligations under the Consumer Guarantees Act and the Fair Trading Act. By adhering to these regulatory frameworks, we strive to provide our customers with the highest level of service and ensure their satisfaction with our products.

A replacement, repair or refund may be offered if any of the following circumstances are met: 

• The product(s) do not perform their intended function or are defective, faulty, or not of acceptable quality.
• The product(s) or services differ from their description, as indicated on the packaging or in advertising.
• The product(s) do not match the sample or model that was shown to you at the time of purchase.
• The product(s) is not reasonably suitable for a specific purpose that you informed the seller about, and you can provide your VAPELAB receipt or other adequate proof of purchase.

Under the Consumer Guarantees Act (NZ), you hold the right to seek a remedy, such as a repair or replacement, from the manufacturer regardless of whether the product comes with a specified manufacturer's warranty. This right is subject to consideration of a ‘reasonable length of time’ and ensuring the product is ‘of acceptable quality’ based on its intended use and price. 

Warranties are non-transferable and are void upon the resale of any product.

VAPELAB offers a maximum six-month assistance period on products that are covered by a manufacturer warranty, meaning that VAPELAB will facilitate any warranty claims within the first six months of purchase. After this time, all warranty claims will need to be dealt with directly through the manufacturer. 

 

Warranty Process: 

If you have any product(s) that you believe to be faulty, we kindly request that you contact us through the designated channel provided below. To facilitate a prompt and efficient warranty process, we encourage you to provide the following information along with your enquiry.

• Full Name
• Order Number
• Phone Number
• Description of Fault
• Video/Photo of Fault

Alternatively, you are welcome to bring your faulty product(s) in-store. Our knowledgeable sales team will be readily available to provide assistance in troubleshooting the issue and guiding you through the warranty process, if deemed necessary. 

Upon receiving your warranty request, a customer service representative will contact you as soon as possible if more information is required, or to organise your replacement, repair or refund. In some cases, we may request that the faulty product(s) is returned for inspection. 

Please note that a majority of the products that we sell are classified as consumable products meaning that they only come with a 14-day dead-on-arrival (DOA) warranty. This includes but is not limited to all E-liquids, Disposables Vape Devices, Replacement Pods & Coils and Batteries. 

Certain hardware items, such as Vape Kits, Mods and Battery Chargers that contain electrical circuitry, are usually accompanied by a manufacturer's warranty that extends for a minimum period of three months. This warranty specifically covers any faults or defects arising from the manufacturing process. It is important to bear in mind that the manufacturer's warranty does not cover damages resulting from accidental incidents, improper use of the device, or normal wear and tear.

We strive to provide transparent and accurate information regarding our warranty policies, ensuring that our customers are well-informed about the coverage and limitations associated with the products they purchase.

Products that exhibit any faults or defects beyond the specified period covered by the manufacturer's warranty are no longer eligible for a warranty replacement. To facilitate a smooth and efficient warranty claim process, we kindly advise you to retain all product packaging and warranty cards accompanying your purchase. In the majority of cases, we will require the product's serial number to effectively process the warranty claim with the manufacturer. By adhering to these practices, we can ensure a successful resolution for your warranty claim.

We take great care to thoroughly review all information provided on our website. Nevertheless, there may be occasional errors or updates from manufacturers that we are not aware of. We reserve the right to rectify any inaccurate information and cannot be held responsible for typographical errors.

 

Alternative Use Warranty Process

For any warranty enquiries relating to alternative-use products, we kindly ask that you contact us via email with the below information. 

• Full Name
• Order Number
• Phone Number
• Description of Fault
• Video/Photo of Fault

Upon receiving your warranty request, a customer service representative will contact you as soon as possible if more information is required, or to organise appropriate next steps. Please refrain from returning your used, alternative use product in-store unless specifically requested to do so.