REFUND & RETURNS POLICY
How returns, refunds and faulty items are handled for your order.
Questions about a return?
Your rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Faulty or incorrect items
If an item arrives faulty, damaged or not as described, contact us within 14 days of delivery with your order number and photos. We will arrange a replacement or refund once the issue is confirmed.
Change of mind
For hygiene and safety reasons we cannot accept change-of-mind returns on opened or used products, including disposables, pods and e-liquids.
Unopened accessories in original packaging may be returned within 14 days; return shipping is paid by the customer.
How to start a return
Email sales@one-vape.com with your order number and the reason
Wait for our return instructions before sending anything back
Refunds are made to the original payment method, usually within 5–10 business days after we receive and check the item
Delivery
Orders placed before 2:00 pm Australian Eastern Standard Time (AEST) on business days are generally dispatched the same day.
Standard shipping within Australia costs AUD $13. Orders of AUD $150 or more qualify for free shipping.
Estimated Delivery Times
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Sydney: 1–3 business days -
Other major cities: 2–4 business days -
Regional or remote areas: 3–5 business days
Delivery times are estimates and may vary depending on the destination and carrier.
Contact
Email us at sales@one-vape.com or contact us via WhatsApp on +61 421 691 937. We’ll respond within 6 hours, usually immediately during business hours. We recommend contacting us via WhatsApp. We reply to 100% of customer enquiries.
HONGYE JIAXIN LIMITED (trading as ONE VAPE), Unit 9, 1/F, The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Hong Kong.