Exchanges & refunds

Request a product return

You can request a product return by reading our returns policy, then completing the form on this page if your product is eligible for a return. Our friendly team will respond during our operating hours.

Returns policy

We are happy to offer an exchange, refund or store credit if you change your mind about your purchase, for eligible products that you bought from us.

The following information and form is not for product issues that may require a warranty claim. Issues with vaping devices, medical devices or other electronic devices, like an electric toothbrush, should be reported via our warranty product issue form in order to be repaired, or be issued a refund, store credit or exchange.

Products that are returned due to a change of mind must meet all the following conditions:

• The item is returned within seven days of delivery.
• You present your original receipt, online tax invoice, order number or other valid proof of purchase.
• The item is in its original purchased condition:
  • in its original packaging, complete with manuals, pamphlets and all accessories
  • unopened, unused and undamamged
  • is able to be resold.

  Excluded products

  The following products are excluded from our change-of-mind returns policy and are ineligible for a return, due to the nature of the products:

  • scheduled medicines (both prescription and over-the-counter)
  • baby formula
  • fragrances
  • vitamins or supplements
  • consumable products, such as vaping device accessories like pre-filled pods
  • vouchers/coupons.

  Exceptions for product issues

  Although the above product categories are not eligible for a change-of-mind return, they are eligible for a refund/exchange if there is something wrong with the product upon opening (for example, you find a foreign object inside a vitamin bottle or baby formula). In such cases, do not use the product. Instead, please take a photo or video of the issue immediately as we'll need it for our report to the supplier and to issue you an exchange/refund, after you complete and submit our returns form.

  Processing & costs

  You can choose a refund, store credit or exchange for eligible products.

  Please note the following:

  • Change of mind returns: we will deduct a 15% restocking fee and the cost of sending you a replacement product (if applicable as it depends on whether you choose refund, store credit or exchange). Shipping costs associated with you returning the product to us will not be reimbursed.
  • Product issue returns (not a warranty claim for a device): you will not be charged a restocking fee, you'll most likely not be required to return the product to us (provided you can send us photo/video of issue) and shipping costs for an exchange item will be covered by us (if you choose to exchange the product).
  • Return address details will be provided after you complete and submit a returns form on this page.

  Refund or Store Credit

  Click the 'Refund' button in our returns form if you'd prefer a refund or store credit for your eligible product return, then complete the form and submit it.

  • Refund: we will refund you the price of the returned product at the time of purchase (excluding original shipping costs), to your original payment method (minus a 15% restocking fee, if applicable). Refunds are processed once we receive the returned product.
  • Store Credit: we will email you a gift card code, valued at the original price of the returned product at the time of purchase (excluding original shipping costs) once we receive the returned item. This gift card can be used with any of our coupon/promo codes on future orders.

  Exchange

  Exchanges work a little different to a refund or store credit.

  1. Place and pay for an order of your chosen replacement product before completing the returns form (you will need your new order number to complete the form).
  2. Click the 'Exchange' button, then complete and submit the returns form.
  3. Send us the product you wish to return (address will be supplied after the returns form is submitted).
  4. Once we receive the returned product, we will refund the price of the returned item at time of purchase (excluding original shipping costs) to the original payment method used.