Refund policy

Refund Policy

Thank you for choosing DIY Vape Supplies Pty Ltd! We are committed to your satisfaction and comply with the South African Consumer Protection Act (CPA) 68 of 2008 and applicable vaping regulations. Please review our refund policy below.

1. Your Rights Under the CPA

  • Under the CPA, you are entitled to return goods that are defective, unsafe, or not fit for purpose within 6 months of purchase for a refund, repair, or replacement at no cost, including shipping.

  • For online purchases, you have a 7-day cooling-off period from delivery to return non-defective goods for a refund, subject to a reasonable return shipping fee (R150), as permitted by CPA Section 16.

2. Non-Returnable Items

  • Due to hygiene and safety regulations, the following items are non-returnable unless defective upon delivery:

    • E-liquids, pods, coils, and disposable vapes (consumables).

    • Clearance or final sale items.

  • Opened or used consumables cannot be returned unless they fail to meet CPA consumer guarantees (e.g., defective or not as described).

3. Return Process

  • How to Initiate a Return:

    • Contact our customer service team within 7 days of delivery for non-defective online purchases or within 6 months for defective products.

    • Provide your order number and details about the issue (e.g., defect description, photos, or video if requested).

  • Non-Defective Returns (Online Only):

    • Products must be unused, unopened, and in original packaging.

    • A R150 return shipping fee is payable upfront.

  • Defective Returns:

    • No shipping fees apply for defective products returned within the CPA’s 6-month warranty.

    • We may request additional evidence (e.g., a video of the issue) to verify defects.

4. Inspection Period

  • Returned products undergo a 24-hour inspection (excluding weekends) to confirm defects or condition.

  • We handle returns directly in accordance with CPA obligations, coordinating with suppliers as needed without affecting your rights.

5. Pod Devices & Disposable Vapes

  • We strongly recommend testing pod devices and disposable vapes in-store at purchase to ensure functionality.

  • Returns for defective pod devices or disposables are accepted within the CPA’s 6-month warranty, provided there is no evidence of misuse, heat exposure, or liquid damage, as determined during inspection.

6. Vaping Regulations

  • All products comply with South African vaping laws, including SARS excise duties (e.g., R2.90/mL tax on e-liquids) and the proposed Tobacco Products and Electronic Delivery Systems Control Bill.

  • Non-compliant products are returnable only if defective and within the CPA’s 6-month warranty.

7. Refunds & Exchanges

  • Defective Products: Refunds or exchanges are processed within 14 business days of inspection, using the original payment method, per CPA requirements.

  • Non-Defective Online Returns: Refunds (minus the R150 shipping fee) are processed within 14 business days of receiving the returned product.

  • Exchanges depend on product availability.

8. Contact Us

For questions or to initiate a return, contact our customer support team at [insert contact details]. We’re here to assist you!