Last updated: 27 August 2026

Halo E-Vape aims to supply products that match the confirmed order and current product listing. This policy explains what to do if an item is damaged, faulty, incorrect or otherwise not as described. Contact [email protected] before sending any item back so the request can be identified and return instructions can be provided privately.

Your statutory rights

Nothing in this policy excludes consumer guarantees, remedies or other rights that cannot lawfully be excluded. The remedy available may depend on the nature of the problem, the evidence available and applicable consumer law.

Damaged, faulty, incorrect or missing items

Inspect the parcel promptly after delivery. Email support as soon as reasonably possible with the order number, a clear description of the issue and clear photographs of the outer parcel, delivery label, product packaging and affected item where relevant. Keep the item and all packaging until support confirms the next step.

After review, the available resolution may include troubleshooting, replacement, store credit or refund, depending on the issue, stock and applicable law. Do not discard an item or post it to an address found elsewhere; an unauthorised return may be delayed or lost.

Change-of-mind requests

Change-of-mind returns are not automatically accepted. For hygiene, safety and product-integrity reasons, opened, used or unsealed age-restricted consumable products generally cannot be returned merely because a customer changed their mind or selected the wrong flavour, strength, model, edition or pack format. Contact support before opening the product if you notice a selection problem.

If an unopened change-of-mind return is approved, the product must remain unused, sealed, complete and in resalable condition. Original delivery charges and return costs may not be refundable where the product is not faulty or incorrect. Any approval and return timeframe will be confirmed in writing before the item is sent.

Items that cannot be returned

  • Items opened, used, altered or missing original seals or packaging, except where a statutory remedy applies.
  • Products damaged by misuse, improper storage, accidental damage or failure to follow supplied instructions.
  • Assorted or mystery selections solely because a particular flavour was not included, unless the listing guaranteed that flavour.
  • Items sent without prior return instructions or proof that they relate to the order.

Return assessment and refunds

Returned products may be inspected before a resolution is completed. Approved refunds are sent to the original or another agreed available payment method. Banks, card providers and payment networks control how long cleared refunds take to appear. Shipping costs will be handled according to the reason for return and applicable law.

Order cancellations

Send a cancellation request promptly. Fast order processing means an order may be prepared or dispatched before the message is reviewed. A cancellation cannot be guaranteed after fulfilment has started; if it cannot be stopped, the request will be considered under this returns policy.

How to request help

Email [email protected] with the order number, item name, issue and supporting photographs where relevant. Support will reply with the next step and, if a return is authorised, the correct return instructions.

How to start a return or refund request

Email [email protected] with your order number, the full product name as shown on the listing, and a photo if the item is damaged, faulty or does not match the order. Photographs of the parcel and the packaging help where the damage happened in transit.

Requests are assessed against the returns policy above and against the consumer guarantees under Australian Consumer Law. Where a remedy applies, whether it is a repair, replacement or refund depends on whether the problem is major or minor.

Timing

Report a problem as soon as it is noticed. Refunds, where they apply, are returned to the account used to pay, which for bank transfer is the account the original payment came from.

Your statutory rights are set out by the ACCC — see consumer rights and guarantees.