Warranty

Are you looking for information on returning a non faulty product? We offer a 14 day change mind return policy in addition to statutory warranty. Please see our 14 Day Money Back Guarantee section for details. This section is for situations where there is a problems with the product received (ie. wrong item, damage, loss in transit or there is a fault with the item).

eSmokeStore aims to provide the highest quality products at all times. Electronic Cigarettes by nature are made up of consumables and replacing such consumables is part of the ongoing costs of using them. They are relatively cheap to run and keeping them well maintained will ensure the costs are even lower. 

We test all our products where possible before shipping them out to ensure you receive a fully working item upon delivery. 

eSmokeStore will assess all warranty claims to ensure that items are not damaged through user error. We do this to ensure any items we send back to our suppliers are not knocked back for abuse.

Cartomizers, Clearomizers and Atomizers do not come with any warranty as they are considered consumable items. They are designed to be used and thrown away after a certain amount of uses. A Dead on Arrival (DOA) period of 24 hours upon receipt is applicable to these items so please inspect all items upon receipt.

Batteries and battery chargers have a DOA period of 14 days. Should they fail within this time frame we will gladly replace the faulty item. 

Due to hygenic reasons, we cannot offer any warranty with our eJuices.

All other items within our store will have any guarantees listed at the bottom of this page. Should any information not be there, then assume that the item in question does not come with a warranty.

For all warranty claims, please use the Contact Us form. Alternatively, you can fill in a return request and your case will be examined.

We will require the faulty items to be sent back to us for inspection and testing. Return postage of faulty items is at the customer's expense. If a replacement is deemed to be necessary we will cover postage of the replacement item. If we find no fault with the item being returned the return postage will be at the customer's expense.

All Store Credit for faulty items will be for the cost of the faulty item, shipping will not be refunded.

Missing or Damaged Goods

We rely on third-party delivery service providers to deliver the orders to your door. There will be occasions where there are incomplete deliveries, missing, stolen parcels, or damaged packages. We ask for our customer's understanding and sincerely apologise for those who are affected by such incidents and the inconveniences they cause.

We ask for our customer's patience and assistance as we need to follow the delivery company's standard investigation procedures.

Subject to the conclusion of delivery company's investigations, we will address the outcome with the most appropriate solution.

If our order tracking shows the order has been shipped, but you have not yet received your order after 8 working days, please contact us and include the order reference number you are enquiring after.

Damaged Goods

Again, whenever there are third party delivery service providers there may be occasional incidents where items are damaged in transit. We ask for our customer's understanding and sincerely apologise for those who are affected by such incidents and the inconveniences they cause. We ask for our customer's patience and assistance as we negotiate on the matter with our delivery service providers and provide a suitable solution for the particular situation.

In preparation for, or in response to, the event that any ordered item arrives damaged, please follow the instructions below:

  • If delivered by a courier and damage is visible or otherwise apparent, please inform the driver and mark on the consignment note before signing
  • Take clear quality digital photos of the damage
  • Contact eSmokeStore Customer Service within 24 hours of delivery, stating order details, and a description of the damage, and when possible, include digital images. A eSmokeStore representative will respond, and advise of any further measure that are needed to be taken.
  • If delivered by Australia Post service, please report the damage to your local Post Office by filling out their green complaints form

Below is a brief overview of the steps we need to follow to solve this problem.

  • We report this problem to the courier involved, and if the situation is eligible to make a claim for compensation.
  • The courier company will open an investigation - depending up on the result of the investigation they will approve or reject our claim.
  • If they approve the claim, or soundly confirm that it will be successful, we will be able to send a replacement product, or provide a refund.

Please be advised that the entire process may take more than two weeks.

Warranty conditions for specific items:

- All Mods come with a 90 day eSmokeStore Warranty