Refund & Returns Policy
Last updated: 1 April 2026
Thank you for shopping with Snowplus Australia. We want you to be satisfied with your purchase and we aim to provide a clear and fair returns process.
This Refund & Returns Policy explains when returns, replacements, refunds, or store credits may be available for orders placed through our website.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
1. Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, or refund if a product is faulty, defective, not as described, unsafe, or does not meet the consumer guarantees required by law.
If there is a major problem with a product, you may be entitled to choose a refund or replacement. If the problem is minor, we may offer a repair, replacement, or other suitable solution within a reasonable time.
2. Change of Mind Returns
Due to the nature of vape products and for hygiene and safety reasons, we do not accept returns, refunds, or exchanges for change of mind.
This includes situations where:
- You no longer want the product
- You ordered the wrong item
- You selected the wrong flavour, colour, or variant
- You found another product you prefer
- You simply changed your mind after purchase
Please check your order carefully before completing checkout.
3. Faulty or Defective Products
If you believe your product is faulty or defective, please contact us as soon as possible at:
Please include:
- Your order number
- Your full name
- A description of the issue
- Photos or videos clearly showing the problem
- Photos of the packaging, where relevant
We may need to assess the product before confirming whether it is eligible for a refund, replacement, or other remedy.
4. Damaged Items on Arrival
If your order arrives damaged, please contact us within 48 hours of delivery at:
Please include clear photos of:
- The outer parcel packaging
- The damaged product
- The shipping label
- Any visible damage to the box or contents
We will review the issue and assist you with the next steps.
5. Incorrect or Missing Items
If you receive the wrong item or if an item is missing from your order, please contact us within 48 hours of delivery.
Please include your order number and clear photos of the items received. Once we verify the issue, we will arrange an appropriate solution, which may include sending the correct item, replacing the missing item, or offering another suitable remedy.
6. Return Eligibility
To be eligible for a return assessment, the product should generally be:
- Purchased directly from Snowplus Australia
- Supported by valid proof of purchase
- Returned with original packaging where possible
- Not damaged due to misuse, neglect, accident, or improper handling
- Not opened or used unless the issue relates to a fault or defect
For hygiene and safety reasons, opened or used vape products cannot be returned unless they are faulty or otherwise covered under the Australian Consumer Law.
7. Proof of Purchase
We may require proof of purchase before processing any refund, replacement, or return request.
Acceptable proof may include:
- Order confirmation email
- Receipt
- Invoice
- Payment confirmation
- Order number linked to your customer account
8. Products Not Eligible for Return
Unless required under the Australian Consumer Law, we do not accept returns for:
- Opened or used products
- Products damaged by misuse or improper storage
- Products with tampered packaging
- Products returned for change of mind
- Products purchased from another retailer or third-party seller
- Products without valid proof of purchase
9. Return Shipping
Please do not return any item without contacting us first. Returns must be approved by Snowplus Australia before they are sent back.
If your return is approved, we will provide return instructions by email.
If the product is confirmed to be faulty or incorrectly supplied, we will assist with a suitable remedy in accordance with Australian Consumer Law. If a return is requested for any reason not covered by consumer guarantees and we choose to accept it at our discretion, the customer may be responsible for return shipping costs.
10. Refunds
If your refund is approved, it will be processed back to your original payment method where possible.
Please allow several business days for the refund to appear in your account, depending on your bank or payment provider.
Original shipping fees may not be refundable unless the refund is required under Australian Consumer Law or the issue was caused by an error on our part.
11. Replacements
If your product is confirmed to be faulty, damaged on arrival, incorrect, or otherwise eligible for replacement, we may arrange a replacement product where available.
If the same product is unavailable, we may offer an alternative product, store credit, or refund depending on the situation and applicable consumer rights.
12. Assessment Time
We aim to review refund and return requests as quickly as possible. In some cases, we may need additional information, photos, videos, or product inspection before making a decision.
Providing complete information when you first contact us will help us process your request faster.
13. Refused or Returned Deliveries
If an order is returned to us because of an incorrect address, failed delivery, refusal to accept delivery, or failure to collect the parcel, we may contact you to arrange redelivery.
Additional shipping fees may apply unless the issue was caused by an error on our part.
