Refund Policy for Change of Mind and Faults
Two separate things, and they are worth keeping apart: a change of mind, which we accommodate voluntarily, and a fault, where you have rights that cannot be signed away.
Change of mind, 30 days
Return an unused item in its original packaging within 30 days of delivery and we refund the item price. Post it back or bring it to the Fremantle counter. Return postage on a change of mind is yours, which for most items here is the cost of a satchel, and the original shipping charge is not refunded.
Rolling tray size swaps are the most common return we process and we handle them without argument. Items that cannot be returned on change of mind are ones that cannot be resold once opened: the isopropyl in the cleaning kit and any opened rolling paper booklets. Unopened packs are fine.
Faulty, damaged or not as described
Under Australian Consumer Law you are entitled to a repair, replacement or refund if an item is faulty, is not as described, or does not do what it is supposed to do. For a major failure you choose between a refund and a replacement. That right has no 30 day limit and nothing in our policy reduces it.
Send your order number and a description of the fault, with a photo if it is visible. We cover return postage on faulty items. If a parcel arrives broken, send a photo and we replace it, and we will not ask you to post a broken ashtray back across the country.
Warranty on vaporisers
Both dry herb vaporisers carry a three year manufacturer warranty, serviced in Adelaide rather than posted overseas. A failed ceramic element is replaced under warranty, and outside warranty it is around $60 fitted. Screens, o-rings and glass are consumables and are stocked as spare parts rather than covered by warranty.
Before claiming a warranty on reduced performance, clean the unit. Tightening airflow is residue rather than a fault and it is the most common reason a working vaporiser is presented as a broken one. The care guides set out the routine.
How refunds are paid
Refunds are paid back to the account the money came from, by bank transfer or PayID. They usually appear within 1 to 3 business days once processed, depending on your bank. We do not hold card details, so there is nothing to reverse a charge against.
Common questions
Can I return something if I just do not like it?
Yes, within 30 days of delivery, as long as it is unused and in its original packaging. We refund the item price and you cover the return postage. Opened rolling papers and the isopropyl from the cleaning kit cannot be returned once opened, since they cannot be resold.
How long do refunds take?
Usually 1 to 3 business days after we process them, which happens once the returned item reaches us. The refund is sent back to the account the original payment came from, by bank transfer or PayID.
Do I have to pay to return a faulty item?
No. We cover return postage on anything faulty, not as described, or damaged in transit. If it arrived broken, send a photo with your order number and we will replace it without asking you to post the broken one back. Change of mind returns are the only ones where postage is yours.