Our Refund Policy begins from the date of purchase and extends 30 days from there. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange for your purchase.
Refunds can be applied where items were purchased in error, in these cases contact our Customer Service Department info@jocksvapes.co.nz for further assistance. All return costs are to be paid by the customer and are not able to be included in any refund.
Where refunds are approved for orders that have been lost in transit or being returned to the sender, the refund will only be for the purchase value. Shipping costs are non-refundable.
Refunds on Returned Packages (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)
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 info@jocksvapes.co.nz.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Order Cancellations
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.
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
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.
Liability Disclaimer:
Jock's Vape 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.
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 (usually we initiate a credit once we see an Auckland scan).
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@jocksvapes.co.nz and send your item to:
Jock's Vape
19 Geange Street, Upper Hutt Central, Upper Hutt 5018
Shipping
To return your product, you should mail your product to:
Jock's Vape
19 Geange Street, Upper Hutt Central, Upper Hutt 5018
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.