Return & Refund Policy
Thank you for choosing IGET ONLINE STORE. We are committed to providing you with high-quality products and exceptional service. This policy is outlined in accordance with Australian Consumer Law (ACL) to protect your rights as a consumer.
1. Your Guarantees
Under Australian Consumer Law, you are entitled to a replacement or refund for a “Major Failure.” For minor failures, if the product is not repaired or replaced within a reasonable time, you are also entitled to a refund or replacement.
2. Eligibility for Returns
Due to the hygiene nature of vaping products, return requests must meet the following criteria:
- Reporting Window: You must contact our support team within 48 hours of receiving your order.
- Proof of Fault: For any claimed defects, you must provide photo or video evidence (e.g., indicator light malfunctions, charging failure, severe leaking, or Dead on Arrival).
- Condition: Products should be returned in their original packaging with all included accessories where possible.
3. Exclusions (Non-Returnable Items)
We cannot offer a return or refund in the following circumstances:
- Change of Mind: For health and safety reasons, we do not support “no-reason” returns once the packaging has been opened (especially for disposable devices and pods).
- Physical Damage: Damage caused by dropping, water exposure, misuse, improper storage, or unauthorized disassembly.
- Normal Wear and Tear: Natural battery degradation over time or a burnt taste in the coil after use (coils are considered consumables).
- Personal Preference: Personal dissatisfaction with flavor, sweetness, coolness, or airflow does not constitute a product defect.
4. The Process
- Submit a Request: Email [email protected] with your Order Number, a description of the fault, and the required photo/video evidence.
- Initial Review: Our team will respond within 2 business days. If eligible, you will be issued a Return Merchandise Authorization (RMA) number.
- Returning the Item: * If the product is confirmed faulty, we will cover the return shipping costs (usually via a prepaid shipping label).
- Please follow the instructions provided by our support team for the return shipment.
- Final Inspection: Once the item is received and the fault is verified by our technical team, we will process a replacement or a full refund within 5 business days.
5. Special Notes on Common Issues
- Dead on Arrival (DOA): If a disposable device fails to work immediately upon opening, please stop using it and contact us instantly for a priority replacement.
- Minor Leaking: Due to air pressure changes during transit, minor condensation or slight leaking may occur. If the device functions normally after being wiped, it is generally not considered a major failure.
6. Contact Us
If you have any questions regarding your order or this policy, please reach out to us:
- Email: [email protected]
- Support Hours: Our team will respond to your inquiry as quickly as possible.