VAPO | New Zealand logo
VAPO | New Zealand logo

All articles

How do I return my order?Updated 2 years ago

At Vapo, we will take the utmost care to ensure that we do the right thing by the customer. To do this, we will assess products for their faults as they are returned to us and provide a remedy to these faults as per our obligations in the CGA and Fair Trading Act.

  • Contact VAPO here, and include the information below:
    1. Order Number:
    2. Full Name:
    3. Address:
    4. Phone Number:
    5. Reason for the Return:

We will respond as soon as possible. Customer Care will call you to confirm details of the product, the fault description, and the address and manner to send the product in question. Please wait for approval from one of our Customer Service agents before sending any item(s) back to us. If we approve the Return, we will send you a return ticket.

  • Wait for return approval.

Once approved, please send the product back to us, and repackage the item, including all original parts, packing materials, instructions, etc. A copy of your receipt in the package, and return it to us.

This means that everything must be returned exactly as it was sent to you, within reason.

Poor repackaging or the return of damaged merchandise could result in your return refusal and/or loss of any refund or replacement item provided.


DO NOT send items back in a regular envelope, as this is not sufficient packaging and can cause items to be lost or damaged in the mail; also, note that envelopes are not tracked.

Padded parcel bags are a must, as well as tracked parcels - we are not responsible for returns that have been lost in transit.

Please ensure to include a copy of the original receipt in the return packaging, as this is essential for the Return to be considered in the first instance.

  • After the Return is received by us.

Once your item has been received in satisfactory condition, VAPO will assess the product and the described fault, working to confirm the alleged fault with the product. Once assessed, one of two things will happen.

    1. Vapo will initiate a refund within ten (10) business days of receiving the items, provided the assessment of the product verifies a manufacturing fault. Again, no returns will be processed, or refunds provided for items with careless damage through postage & transit.
    2. Vapo will inform you whether the manufacturer warranty covers the fault or if the fault is not due to the product (this could be something as simple as settings on the device not being correctly set for proper device use). The Customer Care team will sometimes establish the fault with you on the phone before sending the product back to Vapo for assessment.
  • If and when the Refund is processed

Usually, refunds can take between 5-10 business days to process after the refund has been initiated. Refunds are only issued back to the original form of payment on the corresponding order from the original purchase.


If you have any questions on our return/refund process, please get in touch with us via the online contact page or email at [email protected]

Was this article helpful?
Yes
No