Refund & Returns Policy

At VAPOUREYEAU, customer satisfaction is our priority. If you're not completely happy with your purchase, we're here to help. This policy outlines the conditions under which returns, exchanges and refunds are accepted.

You may return a product within 30 days of delivery, provided that:

The item is unused and unopened in its original, sealed packaging.

The item is in the same condition as when you received it.

You have your order confirmation email or receipt.

Items that cannot be returned:

Opened or used e-liquids, disposable vapes, pods and nicotine pouches (for hygiene and safety reasons).

Products with broken seals or damaged packaging caused by the customer.

Items purchased during clearance or final-sale promotions (marked as non-returnable at the time of purchase).

If you receive a product that is faulty, damaged in transit, or materially different from what you ordered, we will:

Replace the item free of charge, or

Issue a full refund including any original shipping costs.

Please contact us within 7 days of receiving the item. We may ask you to provide photos of the fault or damage and the shipping packaging to support your claim.

To start a return:

1. Email us at support@vapoureyeau.com with your order number, the item(s) you wish to return, and the reason.

2. Our team will respond within 1 business day with a Return Authorisation (RA) number and return instructions.

3. Pack the item securely in its original packaging and include the RA number on or inside the parcel.

4. Ship the item back to the address we provide.

Do not return items without a Return Authorisation number. Unauthorised returns may be refused or delayed.

Faulty / damaged items: We cover the cost of return shipping. We will either arrange a prepaid return label or reimburse reasonable return postage.

Change of mind: The customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in return transit.

Once we receive and inspect the returned item:

Approved refunds are processed within 3–5 business days to the original payment method.

You will receive an email confirmation once the refund has been issued.

Please allow up to 10 business days for the refund to appear on your statement, depending on your bank or payment provider.

Partial refunds may apply if the item shows signs of use, has missing accessories, or is not in its original condition.

We offer exchanges for unopened items in their original packaging. If you'd like a different product or variant:

1. Follow the return process above.

2. Indicate in your email that you'd like an exchange and specify the replacement item.

3. If there is a price difference, we will either refund the difference or request additional payment.

Exchanges are subject to stock availability.

Rechargeable hardware devices (mods, pod systems, batteries) are covered by a manufacturer's warranty for a minimum of 30 days from the date of delivery. Warranty covers:

Manufacturing defects

Battery malfunctions not caused by misuse

Hardware failures under normal use

Not covered by warranty:

Physical damage, water damage or misuse

Normal wear and tear (coils, glass tanks, drip tips)

Cosmetic issues that do not affect functionality

Our returns and refund policy does not limit or exclude guarantees, warranties or remedies you may have under the Australian Consumer Law or other applicable laws. If goods are faulty, not fit for purpose, or do not match their description, you are entitled to a remedy under the Consumer Law regardless of this policy.

If you have any questions about returns or refunds, please get in touch:

Email: support@vapoureyeau.com

Hours: Mon–Sat, 9 am – 7 pm AEST

Response time: Within 1 business day