Returns

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.

Several types of goods are exempt from being returned. Perishable goods such as e-liquids cannot be returned. Additionally, gift cards are non-returnable.

There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Order Cancellation

All orders are final. If we are able to cancel your order before it has been dispatched we will issue a store credit for a future purchase. At our own discretion, we may action a refund instead. A $20NZD admin fee may be charged to help cover our banking and associated costs.

Lost in Transit Packages

On the rare occasion your order is Lost in Transit you must contact us within a maximum of 28 days of receiving your tracking information. Queries outside this timeframe aren't able to be investigated by our courier partners so we're unable to assist in a replacement or refund. If your order has been deemed lost in transit by our courier and logistic partners, once we have confirmation of a successful claim we will issue a store credit to the value of your order or replace the order. No refunds are eligible unless at our own discretion. Lost in-transit packages need to be confirmed by the courier company which can take an additional 30 days after the expected delivery date (see shipping timeframes). This process may take 30-90 days.

International Shipments and Customs Compliance Advisory:

Te Wairua Limited appreciates your choice in selecting our vaping products. We remind our global customer base that the importation regulations for vaping products are diverse across countries and are prone to changes that may influence the delivery of your order.

Customs Compliance and Customer Responsibilities:

Customer Duty:

It is imperative for customers to acquaint themselves with their nation's laws and regulations regarding the importation and consumption of vaping products. This includes the acquisition of any necessary legal documents or permissions for the importation and use of these products.

Regulatory Vigilance:

Customers should be aware that vaping product regulations are dynamic and can evolve. We advise our customers to remain informed about the legalities concerning vaping products within their jurisdictions.

General Customs Notice:

Customers should note that customs authorities worldwide have the authority to confiscate packages containing vaping products that do not comply with the respective country's legal requirements.

Policy on Confiscated Goods:

No Refund for Seized Items:

Te Wairua Limited will not provide refunds for any products seized by customs authorities in any country. By purchasing from Te Wairua Limited, customers acknowledge their understanding of and compliance with their country's importation regulations and accept the risk associated with potential confiscation.

Liability Disclaimer:

Te Wairua Limited will not be liable for any loss, damage, cost, or expense arising from the confiscation of goods by customs. The responsibility to ensure adherence to importation laws and regulations squarely lies with the customer.

Guidance for Ensuring Compliance:

We strongly encourage all customers to:

• Verify the current importation regulations concerning vaping products in their country.
• Secure any necessary legal documentation, such as prescriptions or permits, that are required for the lawful importation and usage of vaping products.

Return to Sender

If your package has been returned to us (returned to sender) by the freight company. A store credit will be issued to the value of your order once the tracking information shows that the package is on route back to us in New Zealand (usually we initiate a credit once we see an Auckland scan).

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)

Refunds can take up to 5 business days - this is unfortunately not something that we can expedite, and is in the hands of the credit card processor and/or bank.

If you haven’t received a refund yet, please 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 hello@switch2vape.co.nz.

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 info@switch2vape.co.nz and send your item to:

Te Wairua Limited

111 Stoneycroft Street

Camberley, Hastings 4120

Hawke's Bay, New Zealand

Gifts

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.

Shipping

To return your product, you should mail your product to:

Te Wairua Limited
806 Omahu Road, Frimley
Hastings 4120 Hawke's Bay, New Zealand

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.

When sending us returned items, we require that you use a trackable shipping service, and we suggest you purchase shipping insurance. We cannot guarantee that we will receive your returned item, and without a tracking number or insurance, you will have no recourse with the post office.