1. Overview

This Refund and Returns Policy (“Policy”) applies to all purchases made through kv-vapes (“we”, “us”, “our”) at https://idibaps.com/ (the “Website”).

We stand behind the quality of our products. In addition to the rights set out in this Policy, you are entitled to certain remedies under the Australian Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this Policy is intended to exclude, restrict or modify your rights under the ACL or any other applicable law.

2. Your rights under the Australian Consumer Law

Under the ACL, our products come with guarantees that cannot be excluded. For major failures with a product, you are entitled to:

  • Reject the product and choose a refund or replacement; or
  • Compensation for any reasonably foreseeable loss or damage caused by the major failure.

For minor failures, we will, at our discretion, repair the product (where reasonable) or replace it. If we cannot repair or replace the product within a reasonable time, you may choose a refund or a replacement.

Our products also carry the following consumer guarantees:

  • Acceptable quality — they are safe, durable and free from defects.
  • Fit for purpose — they match the purpose we said they would, or the purpose you told us about before purchase.
  • Match the description — they match the description on our Website or packaging.
  • Match any sample or demonstration model — they match any sample or demonstration model you were shown.
  • Title — you will receive clear title to the goods.
  • No undisclosed securities — there are no hidden charges or encumbrances.

These rights exist regardless of, and in addition to, anything in this Policy.

3. Change-of-mind returns

Change-of-mind returns are offered as follows:

  • Eligible items: unopened, unused, sealed products in their original packaging with all accessories, manuals and tags intact.
  • Timeframe: you must request a return within 14 days of receiving the order.
  • Non-eligible items for change-of-mind returns:
    • Opened pods, cartridges, e-liquids or any product whose factory seal has been broken (for hygiene and safety reasons, as required under public-health legislation).
    • Used devices that show signs of use (scratches, dents, missing accessories).
    • Gift cards, vouchers or digital products.
    • Items marked “Final Sale” or “Clearance” on the product page.
  • Process: contact us first at [returns@kv-vapes.com.au] to obtain a Return Authorisation (RA). Returns sent without an RA may be refused.
  • Shipping costs: return shipping is at the customer’s expense. We recommend using a tracked and insured service; we are not responsible for items lost or damaged in return transit.
  • Refund amount: the purchase price of the product. Original shipping fees are non-refundable unless we sent the wrong item.

4. Defective, damaged or incorrect items

If your item arrives damaged, defective, dead on arrival (DOA), or is not the item you ordered, please let us know within 7 days of delivery.

We will, at your election:

  • send a replacement (subject to stock availability);
  • issue a full refund, including original shipping costs; or
  • offer a store credit of equal value.

We will cover all reasonable return-shipping costs in these cases. Please retain the original packaging and all accessories until your claim is resolved, as we may request photos or a return of the item for inspection.

4.1 DOA (Dead on Arrival)

If a device fails to power on, charge, or function as described within 48 hours of delivery, please:

  1. Photograph the device, the fault, and the packaging.
  2. Email the photos and returns to [returns@kv-vapes.com.au] with your order number.
  3. Wait for our written confirmation of an RA number before returning.

5. How to request a return or refund

To request a return or refund:

  1. Email us at [returns@kv-vapes.com.au] with:
    • your order number;
    • the reason for the return;
    • photos (where the item is damaged, defective or incorrect).
  2. We will respond within 2 business days with an RA number and the return address.
  3. Ship the item within 7 days of receiving the RA, in its original packaging where possible, with the RA number clearly written on the outside of the parcel.
  4. Once we receive and inspect the item, we will notify you of the outcome.

Returns sent without an RA number, or returned to an address other than the one we provide, may be refused or delayed.

6. Refund method and timing

  • Refund method: refunds are issued to the original payment method used at checkout (e.g. credit card, PayPal, Afterpay, bank transfer).
  • Timing: we aim to process refunds within 3 business days of receiving and inspecting your return. Depending on your bank or payment provider, it may take a further 5–10 business days for the refund to appear in your account.
  • Afterpay / instalment payments: if you paid by Afterpay or a similar instalment provider, your instalment schedule will be adjusted or refunded in accordance with that provider’s terms.

7. ExchangesWe are happy to exchange an item for a different flavour, colour or model, subject to stock availability. Exchanges are processed as a return-and-repurchase; we will issue a refund for the returned item and you can place a new order for the replacement.

8. Shipping address errors

Please double-check your shipping address before completing checkout. We are not responsible for orders delivered to an incorrect address provided by the customer. If an order is returned to us due to an incorrect or undeliverable address:

  • we will contact you to confirm a corrected address;
  • re-shipment will be at the customer’s expense; and
  • if you do not respond within 30 days, the order will be refunded to the original payment method, minus the original shipping cost and a 10% restocking fee.

9. Lost or missing orders

If your order has not arrived within the estimated delivery window shown at checkout, please:

  1. check with any household members or neighbours;
  2. check the courier’s tracking (Australia Post / StarTrack / Toll etc.);
  3. contact us if it remains missing after 7 days past the latest estimated delivery date.

We will open an investigation with the carrier. If the order is confirmed lost, we will replace the items or issue a full refund at your election.

10. Cancellations

  • Orders may be cancelled free of charge before they are dispatched.
  • Once an order has been dispatched, it can no longer be cancelled and will fall under our standard returns process above.
  • Custom, made-to-order or special-order items cannot be cancelled once production has begun.

11. Promotional items, bundles and gifts

  • If your order included a free gift or bonus item, the gift must also be returned (in unused condition) if you are returning the qualifying purchase for a refund. The retail value of the gift may be deducted from your refund if it is not returned.
  • Bundled items (e.g. “buy two get one free”) are treated as a single transaction; partial returns may be charged at the regular (non-bundled) price for the items kept.

12. Fraud and abuseWe reserve the right to refuse a return, exchange or refund if we reasonably believe:

  • the item has been used, altered or damaged after delivery (other than fair inspection);
  • the request is abusive, fraudulent or in bad faith;
  • the same customer is making repeated claims on the same product type within a short period;
  • the product was purchased through a third-party reseller not authorised by us.

We may report suspected fraud to relevant authorities.

13. Dispute resolution

If you are unhappy with the outcome of your return, please contact us first — we will do our best to resolve the matter quickly and fairly.

If we cannot resolve the matter with you directly, you may seek further assistance from:

  • Fair Trading in your state or territory (e.g. NSW Fair Trading, Consumer Affairs Victoria, QLD Office of Fair Trading) — for ACL-related disputes.
  • The Australian Financial Complaints Authority (AFCA) — not applicable to retail goods, but listed for completeness.
  • Your local court or tribunal — for matters that cannot otherwise be resolved.

14. Contact us

For any questions about this Policy or to start a return:

  • Business name: kv-vapes
  • ABN: [ABN]
  • Returns email: [returns@kv-vapes.com.au]
  • General email: [privacy@kv-vapes.com.au]
  • Postal address: [PO Box / Street address]
  • Phone: [Phone number]

15. Changes to this Policy

We may update this Refund and Returns Policy from time to time. The current version will always be posted on our Website with an updated “Last updated” date. Material changes will be notified to you by email or via a notice on the Website.