Refund Policy | Vuse AU – Vuse Australia


Refund Policy

1. When did we last update our Refund Policy?
9 November 2022

2. About our Refund Policy
This refund policy (our Refund Policy) outlines how, and when, BAT Australia Ltd (BATA, we, our, or us) will provide you with a refund if you receive a product that is damaged or defective, or the wrong product. We provide this because:

(a) we are sure that you will love your Vuse product; and
(b) we believe that you should have confidence in your vaping product.

3. How can you contact us?
If you have any questions about our products or our Refund Policy, or if you would like to make a claim under our Refund Policy, you can contact us by:

(a) writing to us at: Vuse Customer Care, Locked Bag 20, Royal Exchange NSW 1225, Australia.
(b) emailing us at:
(c) calling us on: 1800 044 831

4. What is covered by our Refund Policy?
4.1. Our Refund Policy:

(a) covers damaged or defective products;
(b) delivery of the wrong product; and
(c) is in addition to, and does not limit, any additional rights and remedies you may have under Australian Consumer Law, which is contained in Schedule 2 of the Australian Competition and Consumer Act 2010.

4.2. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

4.3. You should refer to our Warranty if your device or charger has stopped working properly, even if that is as a result of accidental damage.

5. What conditions apply to our Refund Policy?
5.1. To be covered by our Refund Policy:

(a) your Vuse product(s) must have been purchased in Australia or from; and
(b) your Vuse product(s) must be damaged or defective; or
(c) you must have received the wrong Vuse product(s); or
(d) your Vuse product(s) must have been purchased within the last twelve (12) months.

5.2. Our Refund Policy does not apply to commercial customers or businesses, including retailers and wholesalers.

6. How do you make a Refund Policy claim?
Please contact us if you receive a damaged or defective product or the wrong product and would like to make a claim under our Refund Policy.

7. What information will you be asked to provide?
7.1. When you contact us, you will need to give us:

(a) a description of the issue;
(b) details on when and where you purchased your damaged or defective product; and
(c) the information we request for the purposes of age verification.

7.2. Once we get this information, we:

(a) may ask you to return the product to us in its original packaging (we will let you know how to do this free of charge); and
(b) reserve the right to inspect the product to determine whether we consider our Refund Policy applies.

7.3. We will not be liable for any products that you return to us that we never receive or that are delayed or damaged in transit.

8. What will we do once we have received this information and, if applicable, assessed your product?
Once we have received and have assessed your product, if we agree that the product you have received is covered by our Refund Policy, we will either replace the product or provide you with a refund.