Refund and Returns Policy

If you are not entirely satisfied with your purchase, we’re here to help.

We accept returns for all products sold via thcvapehouse. If you have an issue or query regarding your order please raise a ticket via the ticketing system. Once the ticket is raised, a member of our team will be in contact to either resolve your problem or provide further details on how to return the item / order to us.

Unwanted items purchased

Unwanted items or entire orders can be returned to us within 30 calendar days from the date you received it.

- To be eligible for a return, your item must be unused and in the same condition that you received it.
- Your item must be in the original packaging.
- You must notify us within 14 days of purchase that you want to return an item.
- Returned items must be received within 14 days of the returns form being issued.

Please Note: Due to health and hygiene reasons we cannot accept returns for e-liquids, vape kits, disposable e-cigarettes and refill pods that have been opened, unless faulty

Faulty items purchased

If you have received an item you believe to be faulty or you are having problems with an item you have purchased please submit a support ticket via the contact form. A team member will help resolve the problem or supply you with the necessary returns forms.

Please Note: All returns for unwanted or faulty items must be logged via our ticketing system. Unfortunately, unauthorised returns will not be processed.

Return address

To return an unwanted or faulty item, please address it to aussievapeheaven, Clarence St
Caulfield South Victoria 3162. Please note that you are responsible for the costs of returning the items to us unless stated otherwise. We recommend that all returns be sent back to us via a tracked service and that if the item is over the value of $50, an insured service be used. We cannot be held liable for any returns that have been lost in transit.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original payment method).

You will receive the credit within 3-5 working days, depending on your card issuer’s policies.

Cancellation

If you want to cancel an order before shipping, please notify us via the contact form or telephone on 44 203 3940152 before 4:00 p.m. If you notify us after 4:00 p.m., we may not be able to cancel the order.

If the order has been dispatched you still have 14 days to cancel for a full refund. Please follow the returns procedure above to arrange for your items to be returned and a refund issued.