1. Overview

At Urban Vape Synergy, we offer a 30-day money-back guarantee on all products purchased from our store. This policy allows you to shop with peace of mind, knowing that you can return your products if they do not meet your expectations.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• Condition: The item must be unused and in the same condition that you received it. It should not show signs of wear or usage.
• Packaging: It must be in the original packaging, which includes all accessories, manuals, and documentation. Items returned without original packaging may not qualify for a refund.
• Timeframe: Items must be returned within 30 days of the purchase date. Unfortunately, we cannot process returns after this period.

3. Non-Returnable Items

While most items can be returned, some products are non-returnable due to health and safety regulations:

• Opened or Used E-Liquids: Due to hygiene reasons, once a bottle of e-liquid has been opened, it cannot be returned.
• Disposable Vapes: Any disposable vape that has been opened or used is non-returnable.
• Clearance or Sale Items: Items marked as clearance or sold at a discounted price are final sale and cannot be returned.
• Gift Cards: Gift cards are non-returnable and cannot be exchanged for cash.

4. How to Initiate a Return

If you believe your item qualifies for a return, please follow these steps:

1. Contact Us: Reach out to our customer service team at {phone} or via email at {email}. Provide your order number and details about the item you wish to return.
2. Return Authorization: Upon verifying your request, we will issue a return authorization number (RAN) and provide you with detailed instructions for returning your item.
3. Prepare the Return Package: Safely package the item you wish to return, including the RAN and any relevant documentation. Ensure that the package is secure to prevent damage during shipping.
4. Ship the Item: Send the package to our designated return address (details will be provided with your RAN). Please note that you are responsible for return shipping costs unless the item is defective or was sent in error.

5. Refund Process

Once we receive your returned item, we will conduct a thorough inspection to ensure it meets our return policy criteria. If approved, we will process your refund as follows:

• Refund Method: Refunds will be issued to the original payment method used for the purchase.
• Processing Time: Please allow up to 7-10 business days for the refund to be processed and reflected in your account. If you do not see the refund after this period, please contact us for assistance.

6. Exchanges

If you received a defective or incorrect item, we are more than happy to facilitate an exchange. To initiate an exchange:

1. Contact us at {phone} or {email} to notify us of the issue.
2. We will provide instructions for returning the item and sending you the correct replacement.

7. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of receipt. It is important to report any issues promptly so we can assist you effectively. We may ask you to provide photos of the damage for our records. In such cases, we will guide you through the return process at no cost to you.

8. International Returns

For customers outside of Australia, please be aware that international return shipping costs are the responsibility of the customer. Additionally, customs duties and taxes may apply to the return. We recommend checking with your local customs office for information on potential charges.

9. Customer Support

Our dedicated customer support team is here to assist you with any questions or concerns regarding our refund and return policy. Please do not hesitate to reach out:

• Email: contact@urbanvapesynergy.com.au
• Location: Wangara WA 6065, Australia

Our team is available during business hours and will respond to your inquiries as quickly as possible.

10. Policy Changes

Urban Vape Synergy reserves the right to modify this refund and return policy at any time. Any changes will be reflected on this page, and we encourage you to review the policy periodically to stay informed.

11. Final Note

We appreciate your understanding and cooperation with our refund and return policy. At Urban Vape Synergy, we are committed to providing you with quality products and exceptional service. Thank you for choosing us as your trusted vape shop. We look forward to serving you again soon!