Viva La Vape NZ Refund Policy

At Viva La Vape we aim to provide the highest quality products at all times.

Electronic Cigarettes are made up of consumables and replacing such consumables is part of the ongoing costs of using them. They are a much cheaper alternative to smoking and keeping them well maintained will ensure the costs are even lower.

Viva La Vape ensure all items are working correctly (where possible) before they leave our establishment. This means you’ll receive your goods in good working order.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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.

Conditions for types of goods

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

  • Vape Juices
  • Vape juices are considered a consumable product so, Viva La Vape under any circumstances will not accept returns or exchanges for e liquid.

  • Batteries
  • Batteries and battery chargers have a DOA period of 10 days. Should they fail within this timeframe we will gladly replace the faulty item.

  • Cartomisers, Clearomisers and Atomisers/Coils
  • Viva La Vape does not provide warranty for Cartomisers, Clearomisers and Atomisers/Coils as they are considered consumable items. They are designed to be used and thrown away after a certain amount of uses. A DOA period of 36 hours upon receipt is applicable to these items so please inspect your delivery upon receipt.

    Proof of purchase

    To complete your return, we require a receipt or proof of purchase.

    Warranty claims

    For all warranty claims, please contact us and your case will be examined in a timely manner. We require all faulty items to be sent back to Viva La Vape in original packaging for inspection.

    If there are any signs of user damage due to dropping or misuse, this will void the warranty and the product will not be replaced. We perform these checks as the manufacturer will not replace faulty items due to user error.

    Return postage for faulty items is at the expense of the customer. If a replacement is necessary, we will cover the postage of the replacement item. If we find no fault with the item or there are signs of damage or misuse, the return postage will be at the customer’s expense.

    Please do not send your purchase back to the manufacturer.

    Refunds (if applicable)

    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.

    Late or missing refunds (if applicable)

    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next 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 yet, please contact us at

    Sale items (if applicable)

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

    Exchanges (if applicable)

    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 and we’ll provide postage details.


    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed 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, email at and we’ll provide postage details.

    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.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Happy Vaping!