Refund Policy
Eligibility for Refunds
We will provide a replacement, repair, or refund under the following circumstances:
- The product is defective, faulty, or not of acceptable quality.
- The product does not match its description or sample.
- The product is unsuitable for a stated purpose disclosed at the time of purchase.
Conditions for Returns
- Proof of Purchase: A valid receipt or proof of purchase is required.
- Condition of Returns: Returns must be in their original, unused condition unless the product is faulty.
- Cosmetic Damage: Must be reported within 48 hours of delivery.
Exclusions
We do not offer refunds for the following:
- Change of mind or circumstances.
- Finding a cheaper price elsewhere.
- Opened or used e-liquid or batteries due to health and safety regulations.
Unused and Unopened Products
- Customers have 14 days from the date of receipt to return new, unused, and unopened products for a refund.
- Shipping Costs: Non-refundable.
- Return Shipping: The customer is responsible for return shipping costs.
Promotional Items
- All items included in a promotional deal must be returned.
- Refunds will be adjusted based on the promotional value if the return is incomplete.
Confiscated Packages
Refunds will not be issued for packages confiscated by customs. Customers are responsible for understanding and complying with their country’s import laws.
Return Process
We are committed to providing remedies for product issues in compliance with the Consumer Guarantees Act (CGA) and the Fair Trading Act.
Steps to Initiate a Return
-
Contact Us:
Reach out to Max Vape and provide the following details:- Order Number
- Full Name
- Address
- Phone Number
- Reason for Return
-
Await Approval:
A Customer Care representative will contact you to confirm the product details, the issue, and instructions for returning the item.
Approval from our Customer Service team is required before sending items back. -
Prepare the Return:
- Repackage the item with all original components, materials, and instructions.
- Include a copy of the original receipt.
- Use sufficient packaging (e.g., padded parcel bags) to avoid damage in transit.
Note: Regular envelopes are not acceptable as they may result in lost or damaged items.
-
Send the Item:
After approval, ship the product to the address provided, ensuring the package is tracked.
Assessment and Outcome
- Evaluation: Upon receiving the returned item, we will evaluate the fault described.
- Refund Process:
- If a manufacturing defect is confirmed, we will issue a refund within 10 business days.
- If the fault is not due to the product (e.g., incorrect settings), we will provide guidance to resolve the issue.
Further assistance
We are committed to providing remedies for product issues in compliance with the Consumer Guarantees Act (CGA) and the Fair Trading Act.
For further assistance, please contact our Customer Care team through our [online contact page] or email us at info@maxvape.co.nz
Thank you for choosing Max Vape. We value your satisfaction and strive to resolve any issues promptly.