What Do I Do if I Receive a Faulty or Broken Item?
If you receive a faulty or broken item, please contact us at hello@vapetraders.co.nz. We will assist you through the process.
How Can I Process a Warranty Claim?
To process a warranty claim, please provide the following information:
- Order number (if known)
- Name and make of the device
- Reason for the fault
- Batch number (located at the bottom of most units)
- Picture or video evidence of the faulty device (if applicable)
Once we receive this information, we will process your claim as soon as possible.
General Warranty Information
We strive to provide high-quality vape products to our customers. However, there may be instances where you or your customers need to return a product due to it being faulty. Please read our return policy carefully to ensure a smooth return process.
Eligibility for Returns:
- E-Liquids: Liquid bottles may be eligible for return and/or replacement if they are damaged when you receive them. Claims are valid for up to three days after delivery.
- Hardware and Closed Pod Systems: These may be eligible for return and/or replacement if they are damaged when you receive them. Claims are valid for up to three days after delivery. Faulty hardware and closed pod systems may be eligible for return after a return authorisation number has been obtained.
Exclusions:
The following items are not eligible for return:
- Open e-liquids with less than 90% remaining
- Products without their original packaging
- Items returned after the specified return window
- Items showing signs of use, damage, or tampering
- Items not sold by Vape Traders
- Items delivered in good condition as ordered
Refund and Exchange Options:
If your return is approved, it will be provided in the form of Vape Traders store credit.
Return Procedure:
To initiate a return, follow these steps:
- Contact our customer service team at hello@vapetraders.co.nz to request a return authorisation number.
- Pack the items securely in their original packaging, including all accessories.
- Include a copy of the return authorisation within the package.
- Ship the package to the following address:
Vape Traders Returns 111 Stoneycroft Street, Hastings HKB 4120
Once we receive and inspect the product, we will either send a replacement or apply store credit for the full purchase price to your Vape Traders account. We will not replace or refund items damaged due to user error, modification, or mishandling.
Return Shipping Costs:
- If the return is due to our error or a defective product, we will cover the return shipping costs.
- For returns due to other reasons, you are responsible for the return shipping costs.
Return Processing Time:
We aim to process returns within 20 business days of receiving the package. You will receive email confirmation once your return has been processed.
DOA (Dead on Arrival) Warranty:
All atomizers, cartomizers, and items purchased at a reduced clearance price (e.g., with a coupon code) come with a DOA warranty only. Notify us within 24 hours of delivery if the product is defective. Replacements, refunds, or store credits will not be provided if we are not notified immediately.
Incorrect Orders:
If you received an incorrect item, please email us immediately with a photo of the item to hello@vapetraders.co.nz. We will send you the correct item and provide a return label if necessary.
Proof of Purchase:
All warranty/returns must be accompanied by the Vape Traders invoice or invoice number as proof of purchase.
Other Warranties:
All other warranties and exchanges will be handled on a case-by-case basis and are subject to our investigation.
Limitation of Liability:
Vape Traders shall not be liable for any special or consequential damages resulting from the use or performance of the products. The company allows six months from the date of purchase for the warranty to be applied.
If you have any questions or concerns, please contact our customer service team at hello@vapetraders.co.nz or your Account Manager. This policy is subject to change without notice. Check our website for the most up-to-date information regarding our return policy and terms.