TermsAndConditions

Welcome to The Australian eJuice Company

The Australian eJuice Company is a family owned and run dedicated vape retailer, providing a range of authentic ejuices of premium quality, as well as a limited range of vape devices and accessories. We offer online purchasing and endeavour to provide informative and friendly service to every customer regardless of their vape knowledge or experience.

You, as the Buyer, by visiting our website or purchasing online, agree to adhere to our terms and conditions, which are as follows

PAYMENT

We accept a variety of payment methods including PAYPAL, credit card and zip pay. ALL orders must be paid for in full before the items are dispatched. In some cases, if there is a delay in payment from PAYPAL for any reason we will hold stock for 48 hours to allow this to be resolved, after which time, if payment has not been received, we will cancel the order and return the items back to stock.

SHIPPING

Australia Post is the service we use for sending all our orders. You can select from either regular post or the express post option and signature on delivery for further security as well as an insurance option which ensures, should your parcel go missing you will be covered for the value of your order up to a maximum of $200, (each attract their own charges which must be paid for by the buyer). Orders received before 12.30pm on any business day will be dispatched same day, if paid in full, unless it is a Public Holiday. We are based in Goulburn NSW, so please be mindful of the relevant state holidays that affect the postal service and any time differences for daylight savings when interstate.

Australia post time frames are as follows:

Regular Parcel Post: 2-6 Business Days depending on your location

Express Parcel Post: 1-2 Business Days if you are within the specified Express Post delivery zones.

For more information on estimated delivery times and to check whether you are in an Express Post delivery zone, visit this link: - https://auspost.com.au/sending/send-within-australia/delivery-speeds-and-coverage

We take the utmost care with packing and fulfilling orders and despatching them in a timely manner, and a tracking number will be emailed to you for all your orders.

Once a parcel has left our premises for despatch, we bear no responsibility of the delivery of this item. The responsibility of the delivery lies solely with Australia Post, including parcels that demonstrate damage from the outside and the potential resulting damage to the parcels’ contents.

Rarely but from time to time, a parcel may be delayed or go missing, in which instance we recommend that you contact Australia Post directly to lodge an investigation.

You will be issued with a Tracking Number and will receive updates on the tracking and outcome of the said missing parcel. This process can take up to 10 days for Australia Post to resolve and we cannot refund or resend the item until the investigation has been concluded.

IF YOU HAVE NOT SELECTED THE INSURANCE OPTION AS PART OF YOUR SHIPPING, THERE WILL BE NO RECOURSE AVAILABLE TO YOU FOR LOST OR MISSING PARCELS.

As part of the terms and conditions outlined, by purchasing from The Australian eJuice Company website, you agree that you will not hold the sender responsible for any delays in transit as caused by the delivery company.

Parcels that are returned to the sender as a result of an incorrect address, will require the customer to pay for the re-sending of the item. When a parcel is returned to The Australian eJuice Company due to an incorrect address, we incur a $10 return charge, which will be deducted from the cost of your refund of items should you choose not to pay for the re-sending and opt instead for a refund of items.

PLEASE BE SURE TO CHECK YOUR ADDRESS IS CORRECT AT CHECKOUT TO AVOID THESE ISSUES.

Batteries, such as the 18650, 20700 & 26650 CANNOT BE SHIPPED BY EXPRESS POST.

Aviation restrictions based on security guidelines prohibit these items from being transported by air.

Please Note: if you purchase any of these items individually or as part of a bigger order and opt for express shipping, the additional shipping cost you paid for express post will be paid back to you as a store credit.

RETURNS AND EXCHANGE

1. Dead On Arrival (DOA): DOA applies when a purchased item has arrived non-functional, in which case the Buyer must report the DOA to us by email message within 3 days of the item being delivered to the Buyer. Depending on the unique circumstances, we may require a short video or photo of the fault, for warranty purposes in dealing with our manufacturer. If the information supplied does not suffice, we will require that the Buyer return the item to The Australian eJuice Company, by post.
   
   The item needs to be shipped back to us by Australia Post Standard Parcel Service and a tracking number also provided to us by the Buyer. Once the item is received by us, we will carry out the assessment for DOA under manufacturer/supplier’s guidelines. Any returns must not show any signs of physical or intentional/ deliberate damage.
    
   • If the item is assessed as DOA and we have requested that the product be returned to us, we will reimburse the Buyer for the postage costs of sending the item back to us. We will then ship a new unit of same product in exchange for the DOA product to the Buyer, with free shipping. The DOA products will only be exchanged if there is no replacement available of the same item. At The Australian eJuice Company’s discretion we will offer a refund instead of an exchange.
   • If the item is assessed as operational and the problem was due to the Buyer’s lack of knowledge in using the product, the item will be returned to the Buyer. We will ship the item back once the Buyer has paid for the postage costs incurred by us.
2. Items arrived Damaged: If you receive an item that has arrived with no discernible damage to the exterior, (damage caused in transit – we may require proof that the parcel was not mishandled in transit), but once opened is damaged, we will request that you, the buyer, contact us within 24 hours and provide photos or video of the damage. If it is deemed through no fault of the transport company, (Australia Post) or through mishandling by the buyer, we will arrange for a replacement of the item.
3. Change of mind/bought incorrect item/non- faulty items/unsuitable items: We do not refund or exchange items for any of the aforementioned reasons, please take the time to research and ask questions before selecting a device. The wide world of vaping presents infinite options, variations of power, styles of vaping and flavours. All sales are final so ensure you have made a concerted effort to determine which product is best suited for you. NO SMOK PRODUCT WILL BE ELIGIBLE FOR RETURN ONCE IT HAS LEFT THE STORE DUE TO THE HIGH VOLUME OF COUNTERFEIT SMOK PRODUCTS IN CIRCULATION INCLUDING KITS, MODS, COILS ETC. Furthermore, due to the sale and supply of nicotine being ILLEGAL in Australia, NONE OF OUR E-LIQUIDS CONTAIN NICOTINE.
4. Faulty Item: The Buyer must report a faulty item to us by email message within 3 days of the item being delivered. Depending on the circumstances, we may require a short video or photo of the fault, for warranty purposes in dealing with our manufacturer. In the event that this information is insufficient we will require the Buyer to physically return the item to The Australian eJuice Company, by post. Item needs to be shipped back to The Australian eJuice Company by Australia Post Standard Parcel Service and the tracking number MUST be provided by the Buyer. Once received by us we will carry out the assessment for the faulty item under manufacturer/supplier’s instructions. We require up to 3 days for the assessment to be conducted, so please be patient during this time. Item/items returned must not show any signs of intentional damage or incorrect use.
    
   • If the item is assessed as faulty we will reimburse the buyer for the postage costs of sending the item back to us, (ONLY IF: proof of postage cost/receipt is provided), and we will ship a new unit of the same product in exchange for the faulty product to the Buyer with free shipping. The faulty products will only be exchanged to a different product if there is no exact replacement available.
   • If the item is assessed as operational and the problem was due to the Buyer’s lack of knowledge in using the product, the item will be returned to the Buyer. We will ship the item back after the Buyer has paid for all postage costs incurred by us.
   • Coils, Clearamisers and Atomisers: Under the current standards set by the industry, these items are considered consumables, that is, it is intended to be used and thrown away after a certain amount of time, and as such, these items do not qualify for warranty. Misuse, incorrect e-liquid compatibility, i.e. PG/VG ratio, incorrect wattage settings, and/or failure to prime are the main causes of multiple coils failing. Additionally, the nature of coils is such that, from time to time, you may encounter a below par performing coil.
5. E-Liquids: If it so happens that you do not like the e-liquid you have selected, once the product has left our premises and/or has been opened, we can no longer offer a refund OR exchange. For obvious hygiene and safety reasons e-liquids cannot be resold once opened or used by the original Buyer. In extremely rare cases, individuals may have a sensitivity to the PG of the e-liquid or have concerns about potential adverse reactions; in these cases, please cease using the product and seek medical assistance. The Australian eJuice Company accepts no liability for customers who experience adverse reactions. We further do not accept liability for those who use the devices and/or e-liquids for illegal purposes.

CARE AND MAINTENANCE

It is the responsibility of the Buyer to exercise correct and appropriate care and maintenance for all vape devices and accessories, because by doing so, you ensure the best performance and longevity of the item/s. The Australian eJuice Company WILL NOT replace, repair or exchange an item that has been poorly maintained, mishandled or misused. We are more than happy to offer helpful tips and suggestions on best practices for your specific chosen device. The warranty is considered void if the device/accessory has been used incorrectly, poorly handled or poorly maintained.

Please be advised that many bottom airflow tanks will inherently experience some seepage or minor leakage, particularly if not used regularly. Minor leakage or seepage is not considered a warranty issue or faulty product and will not be replaced; always check to ensure your coils are in tight enough and correctly installed. If the tank is experiencing considerable leakage, we will assess the cause and replace as necessary at our discretion.

LAST WORDS/DISCLAIMER

Use of all and any product supplied by The Australian eJuice Company, is at the discretion of the Buyer. The Australian eJuice Company accepts no liability for adverse reactions, or illegal or incorrect use of devices and/or accessories.

You, the Buyer, acknowledge that these items cannot be sold to minors and agree that by utilising our website, you agree and confirm that you are 18 years or older.

The Australian eJuice Company, its owners, employees and relevant associated parties, assume no liability injury to a person, item or property caused as a result of use of products sold on this website. Use of equipment, devices and accessories sold and supplied is at the sole discretion of the Buyer and maintenance and appropriate care is the responsibility of the Buyer.