Customer Service

Returns and Money Back Guarantee

At Vaypr we're confident you'll love our products, that's why we offer a 14-day Money Back Guarantee.

How to return your product

If you're not completely satisfied with our product, simply contact us within 14 days after delivery on customerservice@vaypr.com so we can address this issue for you. We will strive to handle your return issues as quickly as possible.

To receive your money back when returning your product:

  1. Email customerservice@vaypr.com and outline the reason/s for returning this product. Your feedback will help to ensure Vaypr maintains it’s high standards in the future.
  2. Return the product/s to the address we will provide via email
  3. Include a copy of the original delivery receipt and/or purchase order confirmation in the returned parcel. Please keep a copy of your receipts and/or purchase order confirmation with you.

 A decision about the refund application can only occur once the product and all relevant information has been returned to Vaypr’s offices. 

When will I receive my refund?

If your application is approved, we will contact you to arrange the refund or replacement of goods. You should receive the refund of the original purchase price within 14 days of processing.

If your application is rejected, the goods and paperwork will be returned to you at our cost accompanied with a letter of explanation. The decision of approval or rejection of your claim is final. Resubmitting the claim for the same product will not be accepted. 

Please be aware

In order to receive your money back:

  • The product must have batch number showing on it to validate claim
  • All components of the product must be returned
  • Only 1 product per claim is allowed for the money back guarantee.
  • Full refunds will not be given on part used vPods and used clearomisers. The apportioned cost of used product will be deducted from the refund. 
  • Any attempts to tamper Vaypr devices will void any refund claims.
  • The money back guarantee cannot be claimed via retailers or wholesalers.
  • The refund does not include shipping and delivery costs

 For more information, please contact us on customerservice@vaypr.com

Payments

We currently use PayPal for all our transactions. You do not need to have a PayPal account to place an order on this site. Please follow the instructions once your directed to PayPal to pay by credit card without the need to create a PayPal account.

Shipping

Free shipping on all orders over NZ$39 to Australia and New Zealand. For all orders under this amount, a NZ$10 flat fee is charged.

Delivery of goods

Here at Vaypr, we strive to deliver your products as quickly as possible.

  • For orders on the vPod Essentials Kit from New Zealand, shipping is estimated to take 1-2 days.
  • For all other orders to Australia and New Zealand, shipping is estimated to take between 3-6 days*. 

*All these orders will be shipped using the express service, with a tracked option. We will supply you with the relevant tracking information to your email address upon shipment. Some countries are unable to provide tracking services. In this instance, your package will be shipped as non-tracked status. In the event your order goes missing when shipped as a non-tracked option, Vaypr cannot accept any responsibility for delay in delivery.

Please ensure you inspect the package upon arrival to ensure there is no damage during transit, and if so advise your delivery courier to report damage. Failure to do so may void any damage claims made to Vaypr. 

What countries do we ship to?

We ship to the following countries: Australia and New Zealand.   

Changing Delivery Address

If you’d like to change your delivery address, please visit ‘My Account’ and make the necessary adjustments. If you order has already been dispatched, it will arrive at the location provided during payment. 

Delayed Shipping

We will do our best to ensure your order is delivered on time, however, if your shipment has not arrived 3 days after the estimated ETA, please contact us at customerservice@vaypr.com, quoting your order number.

Please note delivery of goods once dispatched from our warehouse is out of our control and we cannot accept any responsibility for delays in delivery.