Returns & Refunds

Replacements, and why a first try should be one device

Faulty devices are replaced. An opened disposable can't go back on sale, so a working one isn't taken back after a change of mind.

Trying a flavour for the first time

Because a working device can't be returned once it's opened, a flavour that's new to you makes most sense as a single. The pack rates will still be there once you know it suits.

What counts as a fault

• It's completely dead on arrival, or barely produces anything.
• In normal use, liquid leaks out of the mouthpiece or the bottom.
• It's burnt from the very first puffs, a sign the coil is at fault rather than that the device is used up.
• It arrived damaged in transit, crushed or cracked.
• You received a different flavour or model from the one you ordered.

What isn't a fault

• Reaching the end of the puffs. The puff count is the maker's figure under test conditions, and real use usually falls short of it, which is not a defect.
• Not liking the flavour you chose.
• Anything that happened after the parcel reached you: dropped, wet, opened up, or left in the sun in a car.
• Devices bought from another shop.

How to claim

1. Record 10–20 seconds of video while you use the device, keeping its light and flavour label in shot.
2. Email the video to orders@igetvapor.com with your order number, which starts with IGVP-. Several faulty devices from one order can go in a single email and a single video.
3. Once we've watched the video and we both agree the device is faulty, a replacement leaves Melbourne.

In most cases we won't need the device back. Where the video makes the fault plain, we'll ask you to get rid of it yourself, ideally at a battery recycling drop-off; please hold off sending anything to us until we say so.

Timing and postage

There is no cut-off date for a claim, but the sooner the better. With transport damage in particular, the carrier's scan records are still fresh and easier to take up with Australia Post. If we are at fault, postage in both directions is on us. Should we agree to a return for some other reason, you cover the postage back.

What you get

A like-for-like replacement is the default. If the flavour you ordered has gone, choose another flavour on the same model. If nothing suitable is left, we refund by bank transfer to the account you paid from.

Your consumer rights

Your rights under the Australian Consumer Law stay exactly where they were. For a major failure the choice between a refund and a replacement is yours, and goods of unacceptable quality must be fixed or swapped.

Where to write

Everything goes to orders@igetvapor.com. Keep the whole matter in one email thread under your order number, so nothing has to be explained twice. For a quick question before you send the video, the contact page has our WhatsApp.