Refund and Returns Policy

Welcome to the Refund and Returns Policy page of au-cigs.com. We are committed to providing our customers with high-quality vaping products and accessories. Your satisfaction is our priority, and this policy outlines the terms and conditions under which refunds and returns are accepted.

1. Eligibility for Returns

To be eligible for a return, items must meet the following criteria:

  • The product must have been purchased directly from au-cigs.com.
  • The item must be unused, unopened, and in the original packaging with all seals intact.
  • Returns must be requested within 14 calendar days from the date of delivery.
  • Products that are damaged upon arrival or defective are eligible for return or exchange within 30 days of receipt.
  • Due to health and safety regulations, certain items such as e-liquids that have been opened or used cannot be returned.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable unless faulty or damaged:

  • Opened e-liquids and vape juices
  • Used coils and atomizers
  • Personalized or custom orders
  • Gift cards

3. How to Initiate a Return

If you wish to return an eligible product, please follow these steps:

  • Contact our Customer Support team at help@au-cigs.com within the return window, providing your order number and reason for return.
  • Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number along with detailed instructions.
  • Ship the product back to us securely, including the RMA number clearly marked on the package.

4. Refund Processing

Upon receipt and inspection of the returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to the original payment method within 7-10 business days.
  • Shipping and handling fees are non-refundable unless the return is due to our error or defective product.
  • Customers are responsible for return shipping costs unless otherwise agreed.

5. Exchanges

We offer exchanges for defective or damaged products. Please contact us at help@au-cigs.com within 30 days of delivery to arrange an exchange. We will cover shipping costs for exchanges related to product faults.

6. Damaged or Incorrect Items

If you receive an item that is damaged or incorrect, please notify us immediately by emailing help@au-cigs.com with your order number and photos of the issue. We will work promptly to resolve the matter, including sending replacements or issuing refunds as appropriate.

7. Important Notes

  • We reserve the right to refuse returns that do not comply with this policy.
  • Refunds may be subject to inspection and verification.
  • All returns must be shipped to the address provided by our Customer Support team.
  • au-cigs.com is not responsible for lost or damaged packages during return shipping unless a tracked and insured method is used.

8. Contact Us

If you have any questions or concerns regarding our Refund and Returns Policy, please do not hesitate to contact our Customer Support team:

Thank you for shopping with au-cigs.com. We appreciate your business and strive to ensure your complete satisfaction.