Warranty & Returns
The statutory warranty period for our vaping products is three months from the date of purchase.
Important Information
It's important to make sure you've done everything you can to troubleshoot the problem before you return an item to us. , because if we receive a returned item that isn't faulty and you want it returned to you, it will be at your cost. Of course, if we receive a returned item that needs to be replaced, we'll cover the cost of shipping the replacement to you.
If you've read all of the above and you've performed troubleshooting on your device and your problem still persists, please email our customer service Centre at customerservice@futurewellbeinganz.com and we will instruct you on how to the return the product.
What's Covered and What's Not Covered
In simple terms, this warranty covers manufacturing faults and defects, major failures, and other issues not caused by your action or inaction.
It does not cover accidental damage, damage incurred because a product was used incorrectly or not in accordance with the manufacturer's instructions, or ordinary wear and tear.
Warranty Information
All products we sell, come with a statutory three-month warranty.
Under the terms of the Consumer Guarantee Act ("CGA"), 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.
Warranties are not transferable and are voided upon resale of any product.
Excluded Items
- E-liquids Pods: As our e-liquids and concentrates contain food grade ingredients and are considered a consumable product, as required by the CGA, we do not allow returns or exchanges other than in the case of a manufacturing defect. While we strive to produce the best quality eliquids we can make, we can't guarantee that you'll love every drop – taste is subjective, everybody is different, and we cannot offer a replacement or refund for any eliquid on the basis of your personal preferences alone.
- Batteries: As all rechargeable batteries are consumable products that degrade with use over time, we offer a one year warranty period on all batteries to ensure that the cells you receive are in good working order when you receive them.
Warranty Conditions
Notwithstanding our obligations under the CGA, if a product develops a fault due to damage incurred by your incorrect actions, including but not limited to accidental damage, incorrect handling, using a device in a manner contrary to its intended purpose, using inappropriate consumables not intended for use in the product, using liquids or other substances not provided by us, or any other action contrary to the manufacturer's or our instructions, this warranty shall be considered void.
The product must be used in accordance with our instructions. This warranty does not apply should the defect in or failure of the product be attributable to misuse, abuse, accident, act of God such as lightning, or nonobservance of our manufacturer instructions on the part of the user. This warranty does not cover ordinary wear and tear in the product or its parts.
Future Wellbeing Australia & NZ Ltd does not accept liability for
- any loss or damage however suffered, caused by or arising out of any failure to use the product in accordance with our manufacturer 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 Future Wellbeing Australia & NZ Ltd or where non approved replacement parts are used.
The product is designed for domestic use only. If applicable, the product must be connected to the electrical voltage supply as specified in the ratings label located on the product. This warranty does not cover defects arising from non-domestic use or incorrect voltage supply.
This warranty may only be claimed against where proof of original purchase is presented, for example, original paper or email receipt, or invoice.
Any parts of the product that need to be replaced, or if the whole product needs to be replaced, the replaced product, become the property of Future Wellbeing Australia & NZ Ltd. The warranty on any replacement product or parts will expire on the same date that the warranty period on the original product expires.
The benefits provided by this warranty are in addition to all other rights and remedies in respect of the product which the purchaser has under the Trade Practices Act 1974 and/or any other applicable State and Territory Laws, and applicable laws in New Zealand, which rights and remedies by law may not be excluded. All other warranties and representations, express and implied, are hereby excluded.
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.
The purchaser is responsible for all postage and freight charges and any other expenses incidental to claiming against this warranty.
The warranty excludes consumable items (including but not limited to batteries and liquids) and normal wear and tear.
Warranty Remedies
When you return a product to us for any warranty purpose Future Wellbeing Australia & NZ Ltd will determine, at our sole discretion, whether the product is faulty and the cause of the fault within a reasonable time frame.
In the case of a manufacturing defect or other fault not caused by you or your actions, we may offer you a store credit, refund, repair, or replacement in accordance with our obligations under the CGA.
In most cases, at our sole discretion, where appropriate and in accordance with our obligations under the CGA, we will offer a replacement for any item that qualifies under the terms of this warranty. In lieu of a replacement, we may choose, at our sole discretion, to offer you a refund or store credit.
Cancelation of Order
Future Wellbeing Australia & NZ Ltd does not offer a cancellation of order process, as once orders are submitted, they are immediately sent for shipment. You can, for any unopened product received, return the product within 30 days for a full refund. Please contact our customer service department at customerservice@futurewellbeinganz.com
Statutory Rights
While individual circumstances may vary and the law is uncertain, the policies set out in this document are intended to provide you with remedies that Future Wellbeing Australia & NZ Ltd believes to be consistent with your statutory rights under the CGA in the event of breach of a Consumer Guarantee relating to faulty products.
Our policies are in addition to, and do not limit your rights with respect to, the Consumer Guarantees or any other rights and remedies that you have under the law in relation to the goods sold by Future Wellbeing Australia & NZ Ltd.
If you are not satisfied with a remedy under the Future Wellbeing Australia & NZ Ltd Minimum Voluntary Warranty Policy you can discuss your concerns by contacting customerservice@futurewellbeinganz.com