Returns & refunds policy

30-day change of mind

We accept returns of unopened, unused devices and accessories within 30 days of delivery for a full refund. Original shipping costs are non-refundable. Return postage is the customer's responsibility unless the item is faulty.

Items we cannot accept

• Opened e-liquids, pods or consumables (hygiene)
• Disposable vapes once the seal is broken
• Items damaged through misuse

Faulty devices — 12-month guarantee

All devices come with a 12-month replacement guarantee from date of purchase. If your device develops a manufacturing fault, contact us with photos and we'll arrange a replacement at no cost — postage included.

Australian Consumer Law

Nothing in this policy excludes your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded — you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

How to start a return

Email returns@emberandcoil.com.au with your order number, the item you'd like to return and the reason. We respond within one business day with a return authorisation and pre-paid label (where applicable).