Refund Policy

Our refund policy begins on the date of purchase and extends for 30 days. Unfortunately, if 30 days have passed since your purchase, we cannot offer you a refund or exchange.

Refunds can be applied where items were purchased in error, in these cases contact our Customer Service Department (Contact us) for further assistance. All return costs are to be paid by the customer and are not able to be included in any refund.

Where refunds are approved for orders that have been lost in transit or being returned to the sender, the refund will only be for the purchase value. Shipping costs are non-refundable.

There are no refunds for seized Items: Vapoureyes NZ will not provide refunds for any products seized by customs authorities in any country. By purchasing from Vapoureyes NZ, customers acknowledge their understanding of and compliance with their country's importation regulations and accept the risk associated with potential confiscation.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Refunds typically take up to 5 business days to process. Unfortunately, we can’t speed this up as it’s handled by your credit card provider and/or bank.

If you haven’t received your refund yet, here’s what to do:

• Check your bank account again.
• Contact your credit card company – it may take some time before the refund appears on your statement.
• Reach out to your bank – processing times can sometimes cause delays.

If you’ve checked all of the above and still haven’t received your refund, feel free to contact us at Contact us, and we’ll be happy to assist.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

All orders are final. If we are able to cancel your order before it has been dispatched we will issue a store credit for a future purchase. At our own discretion we may action a refund instead. A $20NZD admin fee may be charged to help cover our banking and associated costs.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We want to ensure the safety and quality of all products we sell. Because of this, some items cannot be returned, including:

1. E-Liquids
   Due to hygiene regulations, we cannot accept returns on e-liquids—even if unopened.
   Once a bottle leaves our hands, we cannot verify its safety for resale.
2. Disposable Vapes & Prefilled Pods
   Any single-use, prefilled, or sealed pod device cannot be returned, as we cannot guarantee sterility once opened.
   This includes disposables and closed-system pod cartridges.
3. Coils & Atomizers
   Replacement coils, atomizers, and rebuildable deck components are final sale items.
   These are considered perishable goods because they degrade with use and are subject to individual handling.
4. Cotton & Wicking Material
   Any cotton, wicking, or mesh material is non-returnable due to contamination risks.
   Once removed from its packaging, we cannot guarantee sterility.
5. Drip Tips & Mouthpieces
   Mouthpieces, drip tips, and any accessories that come in direct contact with saliva cannot be returned for hygiene reasons.
   Even if unused, we cannot resell these items once they’ve left our facility.
6. Batteries & Chargers
   Batteries are considered final sale items due to safety concerns and potential misuse.
   Once a battery has been used, we cannot accept returns for safety reasons.
   Chargers are returnable only if unopened and unused.
7. Gift cards
   These are non-refundable and cannot be exchanged for cash.

In certain cases, a partial refund may be issued instead of a full refund. This applies when:

1. The Item Is Not in Its Original Condition
   The product has been opened, used, or tampered with.
   Packaging is missing, damaged, or not in a resellable condition.
   Accessories, manuals, or included components are missing.
2. The Item Is Damaged or Missing Parts (Not Due to Our Error)
   If the product is returned with visible signs of wear, damage, or misuse, a partial refund may be granted based on the extent of the issue.
   Damage caused by improper use, liquid leaks, or neglect may result in no refund at all.
   If the item is missing critical parts that make it unusable, the refund amount may be adjusted accordingly.
3. The Return Is Initiated More Than 30 Days After Delivery
   Returns requested after the 30-day window may be subject to a restocking fee or a partial refund based on the condition of the item.
   In some cases, we may be unable to process a refund at all if the return falls outside our policy.

How We Determine Partial Refund Amounts

The percentage of the refund is based on the condition of the item upon inspection.
Items in heavily used or damaged condition may receive only a small partial refund or no refund at all.
Refunds for missing accessories or packaging may be adjusted to reflect the missing components.

How to Avoid Partial Refunds

To ensure you receive a full refund, please:

• Return items in their original packaging and condition.
• Include all parts, accessories, and manuals.
• Ensure the item is not damaged, leaking, or altered in any way.
• Initiate the return within 30 days of receiving your order.

If you’re unsure whether your return qualifies for a full refund, feel free to contact us at Contact us, and we’ll be happy to assist.

If your export order is lost in transit, you must contact us within 28 days of receiving your tracking information. For local NZ deliveries, please notify us within 5 days of receiving your tracking details if your order has not arrived.

Queries outside this timeframe aren't able to be investigated by our courier partners so we're unable to assist in a replacement or refund. If your order has been deemed lost in transit by our courier and logistic partners, once we have confirmation of a successful claim we will issue a store credit to the value of your order or replace the order. No refunds are eligible unless at our own discretion.

Lost in transit packages need to be confirmed by the courier company which can take an additional 30 days after the expected delivery date (see shipping timeframes). This process may take 30-90 days.

Vapoureyes NZ appreciates your choice in selecting our vaping products. We remind our global customer base that the importation regulations for vaping products are diverse across countries and are prone to changes that may influence the delivery of your order.

Customs Compliance and Customer Responsibilities:

• Customer Duty:
  It is imperative for customers to acquaint themselves with their country of residence's laws and regulations regarding the importation and consumption of vaping products. This includes the acquisition of any necessary legal documents or permissions for the importation and use of these products.
• Regulatory Vigilance:
  Customers should be aware that vaping product regulations are dynamic and can evolve. We advise our customers to remain informed about the legalities concerning vaping products within their jurisdictions.
• General Customs Notice:
  Customers should note that customs authorities worldwide have the authority to confiscate packages containing vaping products that do not comply with the respective country's legal requirements.

Liability Disclaimer:
Vapoureyes NZ will not be liable for any loss, damage, cost, or expense arising from the confiscation of goods by customs. The responsibility to ensure adherence to importation laws and regulations squarely lies with the customer.

Guidance for Ensuring Compliance:
We strongly encourage all customers to:

• Verify the current importation regulations concerning vaping products in their country.
• Secure any necessary legal documentation, such as prescriptions or permits, that are required for the lawful importation and usage of vaping products.

If your package has been returned to us (returned to sender) by the freight company, a store credit will be issued to the value of your order once the tracking information shows that the package is en route back to us in New Zealand (the credit will only be processed after we receive the returned package and inspect the goods to ensure they are in their original condition).

As we ship worldwide and nicotine and importation laws change from country to country, Vapoureyes NZ cannot reimburse you for any seized shipments nor be liable for any fines levied by any authority – the onus is on you to ensure that you are compliant with any and all laws (refer to Terms of Service).

It’s incumbent on you to make sure you’re following the proscribed vaping laws of whichever country you reside in.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Contact us and send your item to:

If your item was purchased as a gift and shipped directly to you, you’ll receive a gift credit equal to the value of the return.
Once we receive the returned item, we’ll issue a gift certificate and send it to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to:
Te Wairua Limited
111 Stoneycroft Street,
Hastings HKB 4120

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

When sending us returned items, we require that you use a trackable shipping service, and we suggest you purchase shipping insurance. We cannot guarantee that we will receive your returned item, and without a tracking number or insurance, you will have no recourse with the post office.