Refund and Return Policy

At Cairns Premium Vape, we are committed to providing quality products and excellent customer service. Please read our Refund and Return Policy carefully before making a purchase.

Returns Eligibility

Due to the nature of vaping products and for hygiene and safety reasons, we generally do not accept returns or exchanges for products that have been opened, used, or damaged after delivery.

You may be eligible for a return, replacement, or refund if:

• The product received is faulty or defective upon arrival.

• You receive an incorrect item that differs from your order.

• The product is significantly different from the description provided on our website.

• The item arrives damaged during transit.

To be eligible for a return or replacement, you must contact us within 48 hours of receiving your order and provide clear evidence of the issue, including photographs or videos where applicable.

Non-Returnable Items

The following items are not eligible for return or refund unless they are faulty upon arrival:

• Opened or used disposable vape devices

• Opened e-liquids or pods

• Products damaged due to misuse, improper handling, or accidental damage after delivery

• Items purchased on clearance or marked as final sale

Faulty Products

If you believe you have received a faulty product, please contact our customer support team as soon as possible. We may request:

• Your order number

• A description of the issue

• Clear photographs or videos showing the fault

Once we have reviewed the information provided, we will determine whether a replacement, store credit, or refund is appropriate.

Incorrect Orders

If you receive the wrong item, please notify us within 48 hours of delivery. We will arrange for the correct product to be sent to you or provide an appropriate resolution.

Items must remain unused and in their original packaging where possible.

Refund Process

Approved refunds will be processed using the original payment method used for the purchase, unless otherwise agreed.

Please allow 5–10 business days for the refund to appear in your account after it has been approved. Processing times may vary depending on your financial institution.

Return Shipping

Where a return has been approved due to an error on our part, including faulty or incorrectly supplied items, Cairns Premium Vape may cover reasonable return shipping costs.

If a return is approved for any other reason, the customer may be responsible for the associated return shipping expenses.

Order Cancellations

Orders may only be cancelled before they have been processed or dispatched. Once an order has been shipped, it cannot be cancelled and will be subject to the terms outlined in this policy.

If you wish to request an order cancellation, please contact us immediately after placing your order.

Delivery Issues

While we work with trusted courier and postal services to ensure prompt delivery, Cairns Premium Vape is not responsible for delays caused by circumstances outside our control, including courier disruptions, weather events, or incorrect delivery information provided by the customer.

Customers are responsible for ensuring that all shipping details provided at checkout are accurate and complete.

Contact Us

If you have any questions regarding this Refund and Return Policy or wish to report an issue with your order, please contact our customer support team through the contact methods provided on our website, including WhatsApp for faster assistance.

We are committed to resolving any concerns fairly and efficiently to ensure the best possible experience for our customers.

Thank you for choosing Cairns Premium Vape.