Refunds, Exchanges & Warranty Policy

1. Policy overview

A commercial warranty means the additional warranty offered by Vape Queen. A statutory remedy means a remedy provided by law. An item can be excluded from voluntary exchanges or commercial warranty cover without being excluded from a valid statutory claim.

2. Seven-day exchange policy for sealed items

If you change your mind, you may request an exchange of an eligible sealed item within seven calendar days after collecting it in store or receiving delivery of an online order.

To qualify under this voluntary exchange policy:

• The item must remain unopened, unused and in its original factory-sealed packaging.
• Security seals, hygiene seals and tamper-evident wrapping must be intact. Resealing an opened product does not make it eligible.
• The packaging and contents must be complete and undamaged, with all accessories, instructions and included components.
• You must provide reasonable proof that the item was purchased from Vape Queen, such as a receipt, invoice, order confirmation or a transaction we can verify.
• The item must not fall within the consumable exclusions in section 3.
• You must submit your request or present the item for exchange within the seven-day period, and make it available for inspection and return in accordance with the arrangements we confirm.

Eligible exchanges are subject to replacement stock being available. Any price difference and proposed alternative will be confirmed before the exchange. This voluntary policy provides an exchange; a change of mind does not automatically qualify for a cash refund.

A sealed device kit must be returned complete. Once a kit has been opened, filled, activated or used, it no longer qualifies as a sealed item. The same applies to a product opened for an in-store functional test.

These sealed-packaging conditions apply to voluntary exchanges. They do not impose a sealed-box requirement on a valid defective-goods claim or override an applicable online cooling-off right.

3. Coils, pods and other consumables

Coils, replacement pods and other replacement consumables are non-exchangeable under our voluntary change-of-mind policy, even if sealed. This includes prefilled pods, replacement cartridges, e-liquids, wicking material and similar consumable items.

Please check the product model, compatibility, resistance, flavour, strength and quantity before completing your purchase. A preference change or the purchase of the wrong consumable does not create a voluntary exchange entitlement.

Consumables have a limited working life. Their lifespan can vary with normal use, the device settings, the liquid used, storage and whether the manufacturer’s instructions are followed. Ordinary depletion, expected wear or a consumable reaching the end of its reasonable useful life does not, by itself, establish a defect.

However, an item that is faulty when supplied, fails prematurely because of a defect, is incorrectly described, or differs from what you ordered will be assessed under the applicable legal rights. The consumable exclusion is not a blanket refusal to consider these problems.

4. Three-month warranty on devices and batteries

Vape Queen provides a three-calendar-month commercial warranty on reusable devices and batteries, including the reusable battery unit of a disposable pod system. The period starts when you receive or collect the product.

This cover applies to manufacturing defects and faulty operation under normal, intended use in accordance with the manufacturer’s instructions. It does not cover the normal consumption or wear of replaceable coils, pods, liquid or other consumable components.

Report a problem within the commercial warranty period using our contact page and provide reasonable proof of purchase. We may inspect the product and, where necessary, obtain a technical assessment. The outcome will be handled under the warranty and applicable law; where the CPA gives you the choice of remedy, that choice is yours.

The three-month period does not reduce the CPA’s six-month implied warranty or any other mandatory rights. Any longer applicable manufacturer warranty remains available on its own terms and does not replace Vape Queen’s legal responsibilities as the retailer.

5. Disposables and disposable pod systems

All-in-one disposable devices

All-in-one disposable devices carry no additional commercial warranty. This includes their integrated battery, even where the disposable device can be recharged. These products have a finite usable supply of liquid and a limited component life.

Disposable pod systems with a reusable battery unit

For a system made up of a reusable battery unit and replaceable disposable pods, only the reusable battery unit carries the three-month commercial warranty. The disposable pod, integrated coil and liquid do not carry additional commercial warranty cover. A kit containing both components does not extend the battery warranty to its consumable parts.

If the battery unit is faulty, make the battery available for assessment. If you believe the pod is defective, report that separately so the correct component can be assessed.

These commercial warranty limits do not remove statutory protection for qualifying defects, including a disposable that does not function correctly when supplied. Normal depletion is assessed differently from a manufacturing fault or a product failing to meet its description.

6. In-store inspection and testing

Products bought in store that can reasonably be function-tested, particularly disposables and disposable pod systems, must be checked for operation before you leave the store. Please ask the sales assistant to guide you through the appropriate check and report any issue immediately.

• Confirm that the supplied item matches your chosen model, flavour, strength and quantity.
• Check for visible damage, missing components or obvious leakage.
• Follow a safe, hygienic functional check appropriate to the product and its instructions. Shared mouthpieces must not be used.
• If a product cannot reasonably or safely be tested in store, bring this to the assistant’s attention so the reason and appropriate next steps can be recorded.

If an issue is identified, bring it to the assistant’s attention before leaving so it can be assessed. In-store testing helps identify immediate problems but does not establish that a product is free from every possible defect.

Passing a test, declining a test or leaving without a test does not waive your statutory rights. A later defect claim will be assessed on its facts. The sealed-item exchange rules still apply to voluntary change-of-mind requests.

7. Damage, misuse and normal wear

The commercial warranty does not cover a fault caused by:

• Accidental impact, crushing, dropping, immersion or other external damage.
• Incorrect charging, unsuitable equipment or operation outside the manufacturer’s stated limits.
• Incorrect assembly, filling, storage or maintenance that causes the problem.
• Unauthorised modification or repair that causes or materially affects the fault.
• Use of incompatible components or liquids that causes the fault.
• Ordinary cosmetic wear, normal consumable depletion or battery ageing consistent with reasonable durability and intended use.

We will consider the cause of the reported problem. A scratch, opened package, unrelated damage or a general allegation of misuse does not automatically invalidate every claim. Leakage or reduced performance may be caused by a defect or by use conditions and will be assessed accordingly.

These exclusions do not excuse a manufacturing defect, inadequate durability under normal use or another failure for which the law provides a remedy.

8. Defective, unsafe or poor-quality goods

Where the CPA applies and its requirements are met, goods must satisfy the standards in section 55, including appropriate quality, working condition, safety, fitness for purpose and reasonable durability.

Under section 56, qualifying goods that fail to meet those standards may be returned within six months after delivery, without penalty and at the supplier’s risk and expense. Where this right applies, you may choose a repair, replacement or refund. We will not require you to accept store credit or insist on a repair when you are legally entitled to choose another remedy.

This is not a promise that every coil, pod or disposable will last six months. Its reasonable life and performance depend on the nature of the product and the circumstances of normal use. Genuine defects remain assessable even in consumable products.

Reasonable inspection may be needed to establish the facts. A claim will not be rejected solely because the item was opened or used, the original packaging is unavailable, the three-month commercial warranty has ended, or the manufacturer declines a separate warranty claim.

If we repair goods under the CPA and, within three months after that repair, the original problem remains or a further failure, defect or unsafe feature is discovered, the replacement or refund requirements of section 56(3) apply. Other rights relating to repairs and parts remain unaffected.

9. Online cooling-off and other statutory returns

Where ECTA section 44 applies, you may cancel an online goods transaction without giving a reason and without penalty within seven days after receiving the goods. This is a statutory cancellation right, separate from our voluntary exchange policy.

For a valid section 44 cancellation, the only charge permitted is the direct cost of returning the goods. Payments must be refunded in full within 30 days after cancellation. No restocking or administration penalty applies.

ECTA contains specific exceptions, including certain goods that cannot by their nature be returned or that deteriorate or expire rapidly. Any exception will be assessed against the actual product and circumstances. We do not treat every consumable, or every opened package, as automatically excluded from statutory cooling-off.

Where CPA section 16 applies to a direct-marketing transaction and ECTA section 44 does not apply, the relevant cancellation period is five business days after the later of the agreement or delivery. Applicable refunds are due within 15 business days after the cancellation notice if nothing was delivered, or after the returned goods are received if delivery occurred.

Other statutory return rights also remain available. These can include goods that do not match what was ordered or goods found unsuitable within the applicable period for a particular purpose communicated to us and covered by the CPA. Our voluntary consumable exclusions do not override these rights.

Submit a cancellation through the Vape Queen contact page and keep a copy of your notice. A valid cancellation does not depend on us issuing a return reference before the legal deadline.

10. Incorrect, damaged or incomplete deliveries

Please inspect your order when it arrives. If the wrong item was supplied, something is missing or there is visible damage, report it through our contact page as soon as reasonably possible.

Keep the item and packaging available where practical. Photographs of the product, outer packaging, shipping label and visible damage can help us investigate. Do not use an incorrect item or continue using an item you believe may be unsafe.

There is no automatic loss of statutory rights merely because you did not report an issue within 24 or 48 hours or did not record an unboxing video. We will consider available evidence and arrange the appropriate correction or legal remedy.

11. How to report a problem or request a return

1. Contact us: submit the issue through the Vape Queen contact page.
2. Identify the purchase: include your name, contact details, order or receipt number, purchase date and the store or online channel used.
3. Describe the issue: state the product, model, affected component, when the issue appeared and the outcome you are requesting.
4. Include useful evidence: photographs, a short video, a batch number or serial number can help where reasonably available. Do not operate an unsafe product to create evidence.
5. Follow the return arrangements: we will advise on any troubleshooting, inspection, store return or courier arrangements needed.

Do not send a product to an unconfirmed address. A return reference helps us track the item but is not a condition that removes a valid statutory right.

If the contact form is unavailable or inaccessible, use a store contact listed on that page or report the matter at a Vape Queen store. We will also recognise a valid statutory notice given by another lawful method.

Report a problem or request a return

12. Assessment and return condition

We may inspect and reasonably test a returned product, check purchase details and consult a supplier or qualified technician where necessary. We will handle the assessment within a reasonable period and explain the findings and proposed resolution.

Return the affected item and any components reasonably required to assess it. Keep relevant accessories and packaging where available. Missing original packaging alone is not a reason to refuse a valid defective-goods claim.

Remove personal information from a device where relevant and safe to do so. Protect the product appropriately for transport. If an item contains a damaged, leaking, overheating or swollen battery, stop using and charging it and contact us for safe handling instructions. Do not place it in an ordinary courier parcel without suitable arrangements.

We will explain any proposed paid inspection or repair and obtain agreement before doing chargeable work. No assessment, repair or handling fee will be imposed where the law requires a remedy without charge.

If a claim is declined, we will give the reason and explain how you may ask for a review. The conclusion of an internal assessment does not remove your right to dispute it through an appropriate consumer body.

13. Delivery and return costs

• Voluntary change-of-mind exchange: you are responsible for reasonable return and replacement-delivery costs disclosed before the exchange, unless we agree otherwise.
• Valid CPA section 56 return: return is without penalty and at Vape Queen’s risk and expense. Contact us to arrange suitable collection or delivery.
• Our fulfilment error: we cover reasonable costs needed to correct a verified incorrect or defective delivery for which we are responsible.
• ECTA cooling-off: only the direct cost of returning the goods may be charged, as explained in section 9.
• Other statutory returns: costs are allocated as required by the applicable law.

We will not impose a restocking charge, handling deduction or courier penalty that reduces a refund contrary to law.

14. Refunds, exchanges and payment adjustments

Where a refund is due, it will ordinarily be made using the original payment method, unless another secure and lawful method is agreed. We may verify the original transaction and recipient to prevent fraud. We will never ask for your banking password, card security code or one-time PIN to process a refund.

A refund reflects the amount actually paid for the returned goods, with any delivery charges or other amounts treated as the applicable law requires. A sale item is refunded at its actual purchase price. Discounted or promotional pricing does not remove statutory rights.

For an exchange, the replacement item, any price difference and any delivery cost will be confirmed with you in advance. If the same item is unavailable, we will discuss the available alternatives; you do not have to accept an alternative where the law entitles you to a refund.

Any associated loyalty points, redeemed rewards or bundled discounts will be reconciled fairly to reflect the returned transaction. An adjustment will not be used to reduce a mandatory refund unlawfully or require an unrelated purchase.

Refunds will be processed without unreasonable delay and within any applicable statutory deadline. Payment-provider settlement times may affect when the amount appears in your account, and we can provide confirmation once the refund has been submitted.

15. Complaints, interpretation and updates

If you are dissatisfied with an assessment or outcome, request a review through the Vape Queen contact page, quoting your order or case reference. Management, with support from Hivex where appropriate, will review the matter.

You retain the right to approach an appropriate consumer ombud, the National Consumer Commission or another competent body in accordance with its jurisdiction and process.

This policy is interpreted under South African law. No commercial warranty limit, testing procedure, exchange exclusion or administrative step overrides a mandatory consumer right. If a policy term conflicts with applicable law, the law prevails.

We may update this policy for future purchases. An update will not retrospectively reduce rights or warranty commitments that applied when you bought an item.