Warranties FAQs

Vape Traders Return Process

Our return process has several steps. This helps us ensure you experience a smooth and efficient service.

 

Below is the process we follow:

We strive to provide high-quality vape products to our customers. However, we understand that there may be instances where you or your customers need to return a product due to it being faulty. Please read our return policy and terms carefully to ensure a smooth return process.

 

Age of Consent

We only sell our products to people aged 18 or older. Should we discover that you are younger than 18, we reserve the right to cancel your order immediately without notice.It is a New Zealand legal requirement that you are 18 or older.

1. Eligibility for Returns:

E-Liquids: Liquid bottles may be eligible for return and/or replacement if they are damaged when you receive them. We only value claims for up to three days after it has been delivered.

Hardware and Closed Pod Systems: These may be eligible for return and/or replacement if they are damaged when you receive them. We only value claims for up to three days after it has been delivered.

Faulty hardware and closed pod systems may be eligible for return after the return authorisation number has been obtained.

All returns must be sent to hello@vapetrades.co.nz and a returns authorization number must be obtained.

 

2. Exclusions:

The following items are not eligible for return:

• Open e-liquids that have less than 90% remaining in the bottle.

• Products without their original packaging.

• Items returned after the specified return window.

• Items that show signs of use, damage, or tampering.

• Items not sold by Vape Traders.

• Items delivered in good condition and as ordered and paid for.

 

3. Refund and Exchange Options:

If your return has been approved, it will be provided in the form of Vape Traders store credit.  

 

4. Return Procedure:

To initiate a return, please follow these steps:

1. Contact our customer service team at hello@vapetraders.co.nz 

to request a return authorization number.

2. Pack the items securely in their original packaging, including all accessories if any.

3. Include a copy of the return authorization within the package.

 

Once we receive the product and it is determined to have failed or is defective, we will either send a replacement or a store credit for the full purchase price of the product will be applied to your Vape Traders account. Our discretion will be used in these circumstances to determine which option is best for the situation.

 

We will not be responsible for and will not replace or refund items that were destroyed or damaged due to user error, modification, or mishandling.

Ship the package to the following address:

 

Vape Traders

111 Stoneycroft Road,

Hastings,

4120

 

5. Return Shipping Costs:

If the return is due to our error or a defective product, we will cover the return shipping costs.

If the return is for reasons other than our error, you are responsible for the return shipping costs.

 

6. Return Processing Time:

Once we receive the returned items, our team will inspect their condition. We aim to process returns within 20 business days of receiving the package. You will receive email confirmation once your return has been processed.

 

7. Contact Us:

If you have any questions or concerns regarding our return policy or a specific return, please contact our customer service team at hello@vapetraders.co.nz or your Account Manager.

Please note that this policy is subject to change without notice. We recommend checking our website for the most up-to-date information regarding our return policy and terms.

 

8.Limitation of Liability

Vape Traders shall not be liable for any special or consequential damages that result from the use of, or the inability to use, the materials on this site or the performance of the products, even if Vape Traders has been advised of the possibility of such damages. The company also allows six months from the date of purchase for the warranty to be applied. Applicable law may not allow the limitation of exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you.

 

9. DOA (Dead On Arrival) Only Warranty for Any Type of Atomizer

All atomizers, cartomizers, and items on sale, clearance, or otherwise purchased at a reduced price such as with a coupon code come with a DOA Warranty ONLY. This means that the product will only be replaced if it is found to be defective when it arrives to the customer.

All DOA Warrantied items must be inspected and tested by the customer upon receipt and the customer must notify us within 24 hours of the time stamped delivery if a product is found to be defective. Replacements, Refunds, or Store Credits will not be given if we are not notified immediately. We will not be responsible for and will not replace or refund items that were destroyed or damaged due to user error, modification, or mishandling.

Once we receive the product and it is determined to have failed or is defective, a replacement will be sent out at our expense or a store credit for the full purchase price of the product will be applied to the customer's account if preferred by customer or if product is no longer in stock or otherwise available.

 

10. Incorrect Orders

Vape Traders are not responsible for orders that are placed incorrectly. We reserve the right to refuse returns or exchanges of products on orders that were filled and shipped correctly. If you have questions or are unsure regarding a product or its function or compatibility please contact us before placing your order.

We are more than willing to provide further product description, clear up any confusion, or provide advice about the products we sell.

However, if you received an incorrect item in your order, provide a photo of the incorrect item you received and email it to hello@vapetraders.co.nz 

Once we review the proof, we will contact you and send you the correct item. If necessary, we will provide a return label with the new package or we will email you a return label. If you received another customer’s order by mistake, we will contact the customer and provide a return label so we can send the order to the correct customer.

 

11.Proof of Purchase

All warranty/returns must be accompanied by the Vape traders Invoice or Invoice No. to provide proof of purchase and for any direct support requested.

 

12.Other Warranties

All other warranties and exchanges will be handled on a case to case basis and are subject to our investigation. To the fullest extent permissible pursuant to applicable law, Vape Traders disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non-infringement.

Vape Traders does not represent or warrant that the functions contained in the site will be uninterrupted or error-free, that the defects will be corrected, or that this site or the server that makes the site available are free of viruses or other harmful components.

Vape Traders does not make any warranties or representations regarding the use of the materials on this site in terms of their correctness, accuracy, adequacy, usefulness, timeliness, reliability or otherwise. Some states do not permit limitations or exclusions on warranties, so the above limitations may not apply to you.

 

13.Privacy Policy

If you register on our website, we will ask you whether you want us to send you personalised emails, mail and other communications with news, special offers and other matters which may be of interest to you. You can say no to this service either when you register, by clicking the unsubscribe link at the bottom of our emails or by contacting us.

We will keep your personal information secure and it will be held by us in our customer database in accordance with the Privacy Act 1993. We will only release your personal information and collect other information about you if you authorise us to do this or if we are legally required to.