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Shipping and Returns

 

Shipping

Pinnacle Vape ships via Australia Post. Right now we only ship within Australia. However if you have a deep need for our quality products and need them shipped outside Australia. Please contact us on info@pinnaclevape.com.au and we can get you an estimate to ship to you.

We strive to ship all order same or next business day. 

The estimated delivery time is 1 to 3 days for Express Post and 2 to 5 days for Standard Post. We can also insure your shipment for an extra $3. All Express shipping and postage options include email tracking advice. 

Pinnacle Vape will not be liable for any loss of or damage caused to your package in transit. Should Australia Post misplace, lose or allow your package to be damaged in transit, we will try our best to facilitate your dispute with Australia Post but maintain no obligation to refund, exchange or replace your order.

Note:

  • Orders containing Lithium batteries can only be sent via Standard Post. If you have paid for the Express Post or received our free Express Post, the shipping/ postage option will be changed to Standard Post without notice or refund if your order contains a Lithium battery.
  • If you wish to opt for the “Safe Drop” option and grant Australia Post the authority to leave your package in a secure location by waiving the requirement for a signature on delivery, please inform us while placing your order. 
  • If no one is home to accept the package or if the package cannot be left in a safe spot, Australia Post will leave a card advising the location of the nearby Australia Post facility that your package has been sent to. To collect your package, simply take your card, proof of identity (with your signature) and proof of address to the Post Office listed on your card. You can also authorize someone else to collect the item on your behalf by filling out the “agent authorisation” section on the card.

Returns

If you wish to return a product for refund, exchange or replacement,  send us an email with a return request at info@pinnaclevape.com.au

Please provide your name, order number, shipping/ postage address, phone number and reason or details pertaining to the return.

We may request for pictures of the defect or damage on the product and advice you on troubleshooting steps prior to directing you on when and how the product can be sent back to us.

Once the returned product has been inspected, assessed and approved for a refund, exchange or replacement, you will receive further information on when and how you are scheduled to receive your refund, exchange or replacement.

You are responsible for all shipping and postage related costs unless the product is deemed faulty and contains a defect or damage from the manufacturer.

Defect or damage as a result of modification, improper use, misuse or mishandling of product on your part at any stage of transportation or use does not qualify the product for return. This includes wear and tear, excessive trauma such as dropping, water damage and usage non-compliant with recommended conditions.

Note:

  • You may return unopened and unused (package and plastic seal intact) products for a full refund within 5 days of purchase.
  • Consumables such as e-liquids (e-juices), other liquid products, opened or used coil heads/ coils are not refundable.
  • Tanks, RDAs and RTAs have a Dead on Arrival (DOA) period of 36 hours. Should such a product fail as a result of non-user related error within this time frame, we will gladly issue a refund, exchange or replacement.
  • Rechargeable batteries and chargers have a DOA period of 10 days. 
  • When a promotional item is included with the purchase of the returning product, the promotional item must be returned. In the case that the promotional item does not qualify for return, the discounted value (includes cost of “Free Express Post” associated with initial delivery) will be deducted from the refund amount..
  • Once the refund has been approved, it will be issued directly via the method used to make the purchase.
  • Refunds will generally be processed within 10 business days of receiving the returned product.

Your Consent

By visiting and/ or using our website, you consent to our return policy.