Privacy Policy

Delivery Options

We provide delivery services across New Zealand.

Delivery Duration

Orders made from MON. to FRI. before 3 pm are processed and dispatched on the same day. Orders placed after 3 pm will be dispatched before 3 pm on the next working day. We ship via New Zealand Express Post, with delivery typically taking between 1-4 business days.

A confirmation message will be sent once your order has been dispatched. If you do not see this in your inbox, please check your spam/junk folder. We recommend adding [email protected] to your safe senders list to prevent missing any crucial communication regarding your orders.

*Please note, delivery times may vary based on location, shipment method, and other factors.

Track Your Deliveries

To track your deliveries, simply log in to your account, or enter your order ID.

Delivery Charges

Orders over $99: Complimentary New Zealand Express Post

Orders under $99: $13 delivery charge

The total amount will be shown at the checkout.

Returns & Delivery

If you wish to return your product, please make sure to contact us before sending it back.

The cost of returning an item is your responsibility. These costs are non-refundable. If a refund is granted, the return delivery charge will be deducted from your refund. However, if the refunded amount still qualifies for free delivery terms ($99), no delivery charges will be deducted. In the event that you receive a defective item or the wrong product, we will cover the return delivery cost. For more information, read our Returns Policy.

Warranty

We offer warranty service on all products sold at VaporOz, cover any defects in material or workmanship under normal use during the Warranty Period.

60-day Replacement, 1-year Warranty

Within 60 days from the purchase, we will help you identify the damage of your product and directly replace it with a new one for free.

After 60 days, we will help you contact the partner brand for free repair or replacement of the product or product parts that have been proven to be defective due to improper materials or workmanship under normal use and maintenance. (Since it needs to be sent back to the brand’s manufacturer for repair before send back to you, it may take about 1 month during this period.) The relevant shipping costs incurred by the return and exchange of more than 30 days shall be borne by consumers.

Warranty Will Not Be Approved If

This limited warranty does not cover any problems caused by the following reasons:

The product was not purchased in this store

Condition, failure or damage not caused by defects in materials or workmanship

If you have purchased a device from VaporOz but did not purchase the pods, then we will not be responsible for the device.

What do you have to do?

You must first contact us to determine the problem and the best solution for you.

We may need to confirm the order number and short videos showing the concern.

We may contact you in any attempts of troubleshooting.

After agreement, please follow the instructions to return the damaged product to our after-sales service centre.

We will confirm the damage and report it to the manufacturer.

Age Limitations

VaporOz is deeply committed to adhering to legal, ethical, and health guidelines. We strictly comply with the legal standards in each jurisdiction we operate in.

Age Confirmation

You must be 18 years of age or older to access, use, and make purchases from this website. Upon entering our site, you are required to confirm that you are at least 18 years old.

Warnings about Nicotine

Our vaping and e-cigarette products are often utilized as nicotine substitution therapy for individuals trying to quit smoking. Our products contain nicotine, a substance known to be highly addictive.

We prominently display nicotine warnings on our website, within our online store, and on all products we distribute. These warnings are crucial and should not be dismissed.

In addition to nicotine warnings, we advise that certain individuals, such as those with heart conditions and pregnant women, should refrain from using our products due to the potential health risks. Always consult your doctor or a health professional if you have any concerns or pre-existing conditions before using our products.

Return Policy

RMA Application

Your satisfaction with your purchase is paramount to us, and we are sincerely sorry if you are not content with your order. Regardless of the reason, we are more than willing to accommodate returns and exchanges for all items bought from us.

Our policy is valid for 60 days. Regrettably, we cannot provide a refund or exchange if 60 days have passed since your purchase.

If you wish to return a product for store credit, replacement, or refund, kindly reach out to our customer service for a return request.

Follow these steps for a smooth return process:

Get in touch with us if you wish to return/exchange an item or request a refund. (Please secure our approval before returning any items.)

After you submit a Return request, we may reach out for troubleshooting assistance.

Repackage the item, attach your order number to the package, and send it to the provided address.

Notify us once the package has been dispatched.

Once approved, refunds may take up to 2-3 business days to fully process after the refund initiation.

RMA Application Information

Please provide as many details as possible, including:

Order number

Full Name

Item name and quantity

Reason for the return

Approval of Return Request

If the return request is approved, you will receive further instructions on shipping the package back to us.

VaporOz will accept product returns and provide you with a refund under the following circumstances:

The items are UNOPENED and UNUSED; or

The product is faulty or of unacceptable quality; or

The product is not fit for its intended purpose; or

The product does not match our sample or description; and

For all refund requests, you must present your device's serial number and sufficient proof of purchase.

Denial of Return Request

We will not accept product returns or provide refunds in the following cases:

The customer deems the taste of the product to not meet their expectations.

The customer cannot provide evidence (photo/video) of the concerned item/s.

Opened or used E-liquid or pods are non-refundable and should not be returned due to hygiene reasons. Store credit may be given or replacement pods shipped if the product is found to be faulty.

Refund Process

VaporOz will issue store credit or a refund for the cost of the missing item/s once the claim has been internally investigated and verified.

All cosmetic damage or issues with goods received must be reported within 24 hours of delivery confirmation. Photographic or video evidence of all issues is mandatory.

Please note that we require you to email/send a video or picture of damaged or defective merchandise before sending the items back. This is necessary for us to understand the issue. We may also email you with troubleshooting steps to save you the time of returning the items.

If Your Refund Is Late Or Missing

If you haven’t received a refund yet, first check your bank account again. Then contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund after three business days, please get in touch with us.

Shipping

To return your product, you should first contact us.

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.

In the case of a partial refund, if the amount paid after the refund still meets the free shipping terms ($100 AUD), no shipping charges will be deducted.

If any of the received products is deemed defective or a wrong shipment, we will cover the shipping cost.

Promotional Terms & Conditions

For returns on promotional items, all items included in the promotion need to be returned. When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.

This Privacy Policy outlines the collection, utilization, and sharing of your personal information when you visit or make a purchase from www.vaporoz.com (the “Website”).

Personal Information We Gather

When you access the Website, we automatically gather certain information about your device, such as your web browser, IP address, time zone, and some of the cookies on your device. Moreover, as you browse the Website, we collect information about the specific web pages or products you view, the websites or search terms that led you to the Website, and how you interact with the Website. This automatically-collected information is referred to as “Device Information.”

Device Information is collected using the following methods:

"Cookies" are data files stored on your device or computer, often with a unique anonymous identifier. For more details about cookies and how to disable them, visit http://www.allaboutcookies.org.

"Log files" track actions on the Website, gathering data including your IP address, browser type, Internet service provider, referral/exit pages, and date/time stamps.

"Web beacons," "tags," and "pixels" are electronic files employed to record information about how you browse the Website.

Additionally, when you make or attempt to make a purchase through the Website, we gather certain information from you, including your name, billing address, shipping address, payment details (including credit card numbers), email address, and phone number. This information is referred to as “Order Information.”

When we mention “Personal Information” in this Privacy Policy, we are referring to both Device Information and Order Information.

How Do We Utilize Your Personal Information?

The Order Information collected is primarily used to fulfill orders placed through the Website (this includes processing your payment information, arranging shipping, and providing invoices and order confirmations). Further, we use this Order Information to:

Communicate with you;

Screen our orders for potential risk or fraud; and

Provide you with information or advertising relating to our products or services in accordance with the preferences you have shared with us.

We use the Device Information collected to screen for potential risk and fraud (particularly your IP address), and more broadly, to enhance and optimize our Website (for instance, by generating analytics about how our customers browse and interact with the Website, and to evaluate the success of our marketing and advertising campaigns).

Sharing Your Personal Information

We share your Personal Information with third parties to assist us in using your Personal Information, as outlined above. For instance, we use Google Analytics to understand how our customers use the Website – you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can opt out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with relevant laws and regulations, respond to a subpoena, search warrant, or other lawful requests for information we receive, or to otherwise protect our rights.

Behavioural Advertising

As mentioned above, we use your Personal Information to present you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by visiting:

GOOGLE - https://www.google.com/settings/ads/anonymous

Also, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at http://optout.aboutads.info/.

Do Not Track

Please note that we do not alter our Website’s data collection and use practices when we see a Do Not Track signal from your browser.

If you are a European resident, you have the right to access the personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you wish to exercise this right, please contact us through the contact information below.

Also, if you are a European resident, we note that we are processing your information to fulfil contracts we might have with you (for instance, if you make an order through the Website), or otherwise to pursue our legitimate business interests outlined above. Furthermore, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Data Retention

When you place an order through the Website, we will keep your Order Information in our records unless and until you ask us to delete this information.

Minors

The Website is not intended for individuals under the age of 18.

Updates

We may occasionally update this privacy policy to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Contacting Us

For more information about our privacy practices, if you have questions, or if you would like to lodge a complaint, please don't hesitate to reach out to us by e-mail at [email protected].

Terms of Service:

Overview: By using VaporOz.com, you agree to these Terms of Service.

Changes: We may modify these terms at any time. By continuing to use the website after changes, you agree to the terms.

Age: Only individuals 18 years and older can use this site.

Account: You are responsible for securing your account information and password. We reserve the right to restrict, suspend, or terminate your account.

Transactions: All transactions are final. We reserve the right to refuse any order. You're responsible for any charges associated with your order.

Products & Delivery: We make no warranties about the availability of products. Delivery times are estimates and we're not liable for delays.

Returns: We accept returns for defective items only, within 14 days of receipt.

Warranties: Our products come with a manufacturer's warranty, we disclaim all other warranties.

Liabilities: We aren't liable for any damages or losses related to the use of this website or our products.

Intellectual Property: All content on this site is our property. You're prohibited from using it without our permission.

Third-party Websites: Links to third-party websites are not endorsements. We're not responsible for their content or privacy practices.

Data Security: We can't guarantee data transmission security over the internet. However, we take reasonable steps to secure your data.

Viruses: We can't guarantee this site is virus-free. You use this site at your own risk.

Cookies: We use cookies for functionality. You can refuse them by changing your browser settings.

Information Use: Any suggestions you provide become our property. We may use them without compensation.

Disclaimer: We disclaim all warranties related to the website's performance and content, except as required by law.

Electronic Transactions: You consent to electronic communications and agree that they satisfy any legal requirement.

Severability: If any part of these terms is invalid, the remaining parts continue to apply.

Changes & Termination: We may change the website and terminate your access at any time, with all disclaimers and limitations of liability surviving.