IGET EXPRESS
At iGet Express, we are committed to providing quality products and excellent customer service. This Refund & Returns Policy explains your rights and our procedures for returns, refunds, exchanges, and warranty claims.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Faulty, Damaged or Incorrect Products
If you receive a product that is:
- Faulty or defective
- Damaged during delivery
- Incorrect or different from what you ordered
Please contact us within 7 days of receiving your order by emailing support@igetexpress.com.au with:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
Once your claim is reviewed, we may offer one of the following:
- A replacement
- A repair (where applicable)
- A full or partial refund
The remedy provided will depend on the nature of the issue and your rights under Australian Consumer Law.
Change of Mind
We understand that sometimes you may change your mind.
We accept change-of-mind returns within 14 days of delivery, provided that:
- The item is unopened and unused
- The original packaging remains sealed and undamaged
- The product is in resalable condition
- Proof of purchase is provided
Customers are responsible for return shipping costs for change-of-mind returns.
Shipping charges paid on the original order are non-refundable unless required by Australian Consumer Law.
Non-Returnable Items
For hygiene, health and safety reasons, we cannot accept returns for:
- Opened vape devices
- Opened e-liquids
- Opened pods or cartridges
- Used coils
- Products showing signs of use
- Clearance or final sale items (unless faulty)
This does not affect your rights under Australian Consumer Law if the product is faulty.
Disposable Vape Devices
Disposable vape devices occasionally experience manufacturing faults.
If your disposable device:
- Does not activate upon first use
- Arrives damaged
- Is dead on arrival
Please notify us within 48 hours of delivery and include photos or videos.
Claims made after significant use cannot normally be accepted unless required under Australian Consumer Law.
Warranty
Where a manufacturer’s warranty applies, we will assist you with the warranty process.
Warranty claims do not affect your rights under Australian Consumer Law.
Warranty does not cover:
- Accidental damage
- Water damage
- Misuse
- Normal wear and tear
- Improper charging or storage
- Damage caused by unauthorized modifications
Return Process
- Email support@igetexpress.com.au.
- Wait for return authorization before sending any items.
- Securely package the item.
- Include your order number.
- Ship the item to the return address provided.
Returns sent without prior approval may not be accepted.
Refund Processing
Once your returned item has been inspected and approved:
- Refunds are processed within 3–5 business days.
- Your bank or payment provider may take an additional 2–10 business days to process the funds.
- Refunds are issued using the original payment method whenever possible.
Shipping Costs
If the return is due to our error or a faulty product, we will cover reasonable return shipping costs where required.
For change-of-mind returns, customers are responsible for return postage.
Order Cancellations
Orders may be cancelled before dispatch.
If your order has already been shipped, it cannot be cancelled and must instead follow the return process outlined above.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Email: info@igetexpress.com.au
Website: https://igetexpress.com.au
