Returns & Refunds
Faulty device? How a claim works
An IGET One or Bar Pro is a sealed consumable, so the rule is short: faulty devices get replaced, and a working device you've changed your mind about can't come back. The claim steps come first, then what does and doesn't count.
- Record yourself taking a draw for 10 to 20 seconds, indicator light on and flavour label readable.
- Email the clip to orders@igetyourvape.com along with your order number. A single email handles multiple devices from one order, so long as the clip includes all of them.
- We review the clip, agree with you that it's a fault, and send a replacement out of Melbourne.
In most cases the faulty device doesn't need to come back. If the video shows the problem clearly, we'll ask you to throw it away and we'll send a new one. Please don't post anything to us unless we've asked for it.
What counts as a fault
- A device that does nothing, or close to nothing, straight out of the packaging.
- Leaking: liquid escaping at the mouthpiece or the base in everyday use.
- A burnt taste from the first few draws, which points to a coil fault, not a spent device.
- Damage from the post: crushed, cracked or otherwise knocked about.
- The wrong flavour or the wrong model compared with your order.
What doesn't
- A device that has simply run through its puffs. A puff rating is the maker's number from test conditions, and real use usually comes in under it. That's how ratings work, not a defect.
- Second thoughts about a flavour. Once opened, a device can't be sold again, so start with a single device when you're trying a flavour for the first time.
- Damage after the parcel reached you: drops, water, taking it apart, or a hot parked car.
- A device from somewhere else. Our responsibility covers what we supplied, and no more.
Deadlines and postage
Claims have no cut-off, though earlier is easier: a parcel damaged in transit is simpler to take up with Australia Post while the scan history is still recent. Where the fault is ours, postage both ways is on us. If we agree to take something back for another reason, you pay the return postage.
Refunds
Faults are fixed with an identical replacement. If the original flavour is gone, you can choose a different one on the same device. When we have nothing suitable to send, the money goes back by bank transfer to whichever account paid for the affected items.
Your legal rights
Nothing on this page limits the Australian Consumer Law guarantees you hold. A major failure entitles you to a refund or a replacement, your choice, and goods of unacceptable quality must be repaired or replaced. We run the process described above so that we meet this duty without leaving you waiting.