Warranty & Returns
A warranty may only be claimed where proof of original purchase is presented, i.e. original purchase receipt or invoice.
Under Australian consumer law in the event of a warranty issue the purchaser is responsible for all postage and freight charges and any other expenses incidental to claiming against this warranty
Atomic Vapours or the manufacturer will determine, at our discretion, whether the product is faulty and the cause of the fault within a reasonable time frame.
In the event of a manufacturing defect or other fault, determined not to be caused by user error, we may offer you store credit, refund, repair, or replacement in accordance with our obligations.
In most cases, where appropriate and in accordance with our obligations, we will offer a replacement for any item that falls under the terms of this warranty. If a replacement isn't available, we may choose to offer a refund, which you may substitute for a store credit or returned to you the same way in which it was purchased this will be decided at our sole discretion.
Our goods 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The guarantees under the Australian Consumer Law (“ACL”) are provided in sections 51 to 59 inclusive of the ACL (“Statutory Guarantees”) and the remedies are provided in sections 259 to 266 inclusive of the ACL (“Statutory Remedies”).
Batteries - As batteries are consumable items, in most cases a DOA (Dead On Arrival) item, however we will happily replace a faulty battery within 1 month from the purchase date (30 days). It is hard for us to determine peoples charging habits which can lead to a very diminished life span.
Liquids: As our liquids and concentrates contain food grade ingredients and are considered consumable, we do not allow returns of these items, they are a DOA item. Taste is personal and subjective and unfortunately all tastes are not going to be the same therefore we cannot guarantee that each and everyone will enjoy the flavours equally.
Coils / Clearomizers / Atomisers: Have a DOA of 36 hours on atomiser coils, we do not offer a standard warranty on these items as they are considered consumables (designed to be used and thrown away after a certain amount of time)- please keep in mind that coils must have adequate e-liquid in the wicking material ("primed" with e-liquid) before firing to ensure the coil doesn't "burn out" - we cannot replace coils that have not been correctly used, sufficiently primed, or used at incorrect wattages, causing burnt wicking material.
Mods/Chargers/Other hardware devices: In detail, we offer:
3 month warranty period for starter kits, box mods.
3 month warranty period for atomizers (excluding coils).
The warranty excludes consumable items (including but not limited to batteries, coils, liquids, wire, cotton) and normal wear and tear.
The warranty starts from the day the package is received. After you receive your order, please check to see if there is no obvious quality problem.
Atomic Vapours does not accept liability for/if:
any loss or damage however suffered, caused by or arising out of any failure to use the product in accordance with the manufacturer's instructions, and
any indirect, consequential or economic loss or damage however caused.
This Warranty is immediately void if:
Any serial number or appliance plate is removed or defaced
The Product has been serviced or otherwise repaired by a person not authorised to do so by Atomic Vapours or when non approved replacement parts are used with the product
Cloned item, if found to be used on products, will void any warranty.
This warranty may only be claimed against where proof of original purchase is presented, for example, original paper or email receipt, or invoice. Packaging with any manufacturers Authenticity markers may need to be provided for proof of product authenticity if required.
Any parts of the product that need to be replaced, or if the whole product needs to be replaced, the replaced product, becomes the property of Atomic Vapours.
The warranty on any replacement product or parts will expire on the same date that the warranty period on the original product expires.
The Trade Practices Act 1974 and/or any other applicable State and Territory Laws may not be excluded and any other
benefits provided by this warranty are in addition to these.
The purchaser bears the onus of proving that the defect occurred during the warranty period, and was not caused by any of the causes excluded from this warranty.
This warranty does not cover products purchased second hand.
Shipping and handling charges are non-refundable.
We are sorry to hear you are not 100% satisfied with the product(s) Atomic Vapours has provided and would love to get a few more details from you to resolve this for all parties ASAP.
Before any return process for warranty starts please make sure you've had a look on line for this particular problem as it may be easily fixed, also any troubleshooting info on your particular item may be helpful. Vaping devices can be quite involved to use unless you're an old hand or researched them.
Please run through a few things prior to starting the returns process:
- If your mod won't fire, try changing the batteries (if they're replaceable)
- If your mod brings up a fault, try using a different atomiser/tank to eliminate that it is not the tank that is faulty but the mod.
- Try the old computer trick turn the mod off and on again.
- Use a different coil to eliminate that it is not the faulty item. Some coils do take time to break in. Mods too, do sometimes take a little bit to pull themselves together please make sure its been used and tested sufficiently, unless unsafe to do so.
- Make sure all contacts are clean and free of possible causes of problems i.e. excess liquids on connections, dust/dirt on battery contacts etc. Also between the tank and the positive pin on the 510 connection.
- Ensure positive pins on tanks are in the correct position with no obstructions or build up of any impurities.
- Please ensure you are using authentic consumables such as the coils etc. Only the manufacturers products are tested to deem a faulty item. Cloned items, if found to be used on products, will void any warranty.
- All o-rings and parts have been checked cleaned and reinstalled correctly to make sure that a pinched o-ring for example hasn't caused a fault.
Ensure you've done everything to troubleshoot the issues before returning items to us. If returned items turn out not to be faulty or determined to be user error then to get your items back you will need to pay for any costs associated with the return shipping.
Please ensure you have looked over all the necessary information in the warranties section i.e. D.O.A items uncovered by warranty due to them being classified as consumable products. For example E-Liquid is subjective to personal tastes so unfortunately can not be covered by warranty.
If you are unsatisfied with any decision made by Atomic Vapours in this process please allow us a chance to redeem it by contacting us and explaining what you disagree with. It may just need that clarification for us to see what you are getting at
You will need to provide:
Your invoice number, the applicable product of that invoice, a description of the fault. If possible any photos or video that could hurry the process along so we can get everyone reunited with their correct working gear.
If you are confident the item is faulty and performed the above then please
We may request for pictures/short video of the defect or damage on the product and advise you on troubleshooting steps prior to directing you on how the product can be sent back to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
We know when things go wrong it can be frustrating and time consuming and we will endeavour to make things as smooth as possible.
Thank you for the opportunity to make this right with you.
INNOKIN now requires Serial No. (below barcode) before providing replacements (due to counterfeits in market). We recommend you to keep the packing boxes after you get parcel, or take a picture of Serial Number before you discard it. Thank you!
WISMEC now requires Serial No. (below barcode) before providing replacements (due to counterfeits in market). We recommend you to keep the packing boxes after you get parcel, or take a picture of Serial Number before you discard it. Thank you!