Returns & Product Guarantee Policy
At elivapehub.com, we are committed to delivering a secure, seamless, and trustworthy shopping experience for all customers across Australia. Whether you are purchasing high-performance devices including the IGET Bar Pro 10000 Puffs, upgraded IGET Moon, classic IGET One, or Alibarbar Ingot 9000 series, our transparent return and guarantee policies fully protect your purchases, bringing you complete shopping peace of mind.
1. Change-of-Mind Return Terms
We understand that customers may need to cancel or return orders due to flavor selection errors or personal plan changes. We offer a 14-day return window to accommodate reasonable change-of-mind requests, subject to the following rules:
Eligibility Requirements: Only unopened, factory-sealed products qualify for returns within 14 days of order delivery. All original heat-shrink packaging and security seals must remain intact with no damage, disassembly, or usage traces.
Hygiene & Safety Rules: In strict compliance with vaping industry health and hygiene standards, all opened, unsealed, or used products are non-returnable. This rigorous regulation ensures every customer receives brand-new, sterile, and safe vaping devices.
Refund Process: Our quality inspection team will verify the condition of returned items. Once approved, we will issue a full refund of the product value to your original payment method. Shipping fees are non-refundable for change-of-mind returns.
2. 30-Day Quality Guarantee & Faulty Product Replacement
We exclusively supply 100% authentic vaping devices. While our products undergo strict factory quality checks, electronic equipment may occasionally present manufacturing defects. Our 30-day product warranty fully covers defective items to protect your shopping rights.
Warranty Validity Period: The quality guarantee takes effect immediately after order delivery and lasts for 30 calendar days.
DOA Fault Reporting: We advise all customers to inspect and test devices upon receipt. Please submit reports for all DOA (Dead on Arrival) issues — including device failure to activate, abnormal screen display, and functional malfunctions — within 72 hours of delivery for priority processing.
Problem Resolution Procedure:
1. Contact our support team via support@elivapehub.com, attaching clear photos or short videos that fully record the product fault status.
2. After reviewing your submission, our team will issue an official Return Authorization. You may be required to send the faulty device back for professional technical inspection and diagnosis.
Our Warranty Commitment: Any products confirmed to have manufacturing defects will be replaced with brand-new genuine units. If the corresponding product is out of stock, we will provide a full refund as an alternative solution.
3. Official Guidelines & Legal Compliance
Australian Consumer Law (ACL) Compliance: This return and guarantee policy is formulated in accordance with the Australian Consumer Law. No clause in this policy will override or restrict your legal rights concerning product major failures and quality compliance guarantees stipulated by ACL.
Pre-Authorization Rule: Please contact our customer service team to obtain official approval before returning any items. Unauthorized returns cannot be tracked or recognized by our system and will not be processed.
Warranty Exclusions: This quality guarantee does not cover damage caused by human factors, including accidental collision, water ingress, improper operation, and normal wear and tear. Damage from incompatible charging equipment (such as high-voltage fast chargers) also falls outside the warranty scope.
Return Shipping Rules: Customers are responsible for return shipping costs unless the product is confirmed to have manufacturing defects or is delivered incorrectly due to our warehouse errors.
4. Health & Safety Reminders (18+ Age Restriction)
As a compliant and responsible online vape retailer, we strictly implement the following safety specifications:
Age Verification Policy: All products are available only for adults aged 18 and above. We adopt professional age verification technology to block underage access and purchases.
Pregnancy & Lactation Warning: Our vaping products are prohibited for use by pregnant women and breastfeeding mothers.
Medical Restrictions: Individuals suffering from asthma, chronic respiratory diseases, heart conditions, and hypertension are not advised to use vaping products.
Nicotine Risk Reminder: Products containing nicotine feature highly addictive ingredients. Please keep all devices and e-liquids away from children and pets to avoid accidental contact.
5. Policy Revision Rules
elivapehub.com reserves the right to update, adjust, and optimize this return and guarantee policy at any time to standardize service procedures and protect the legitimate rights of both the platform and customers. We recommend that you check this page regularly to stay updated on the latest service terms.