Refund and Product Issue Policy

Last updated: 15 September 2026

VapeNavigator checks orders before dispatch and aims to resolve genuine product or fulfilment problems fairly. This policy explains our process for incorrect, damaged or faulty products.

Change-of-mind returns

Because the products we sell are sealed personal-use items, we do not accept returns or exchanges because you changed your mind, selected the wrong flavour, found a different price elsewhere or decided that you no longer want the item.

Problems we can review

Please contact us if:

  • the product was damaged during delivery;
  • you received a different model, flavour or item from the one ordered;
  • an item was missing from the parcel; or
  • the product appears faulty when first opened or used as intended.

How to submit a claim

  1. Email support@vapenavigator.com as soon as possible after discovering the problem.
  2. Include your order number, the affected product and a clear description of what happened.
  3. Attach clear photos or a short video showing the product, packaging and issue where reasonably requested.
  4. Keep the product, original packaging and delivery materials until we finish reviewing the claim.

Please contact us within seven days of delivery so we can investigate delivery damage, incorrect items and faults promptly.

Assessment and available remedies

We may ask reasonable questions or request additional evidence before deciding the appropriate remedy. Depending on the circumstances and your applicable rights, the outcome may be a replacement, refund or another suitable solution.

Where a return is reasonably required for an accepted faulty-product claim, we will provide instructions. Do not send an item to an address without receiving return authorisation from us first.

Items generally not covered

A refund or replacement will not normally be available when:

  • the request is based only on flavour preference, expected throat hit or estimated puff count;
  • the product was damaged through misuse, impact, incorrect charging, modification or improper storage;
  • normal depletion or ordinary wear is mistaken for a fault;
  • the customer was told about the specific issue before purchase; or
  • the customer cannot provide reasonable proof of purchase.

Incorrect address, failed delivery and returned parcels

Customers must provide an accurate delivery address. If a parcel is returned because the address was incorrect, incomplete or could not be accessed, additional delivery charges may apply before it is sent again. Contact us if tracking shows an unexpected delivery problem.

Refund timing

Approved refunds are issued to the original payment method. Processing time after approval depends on the bank or payment provider and may take several business days.

Contact

Email claims and policy questions to support@vapenavigator.com.