At SweetPuffPipe.com.au, we take pride in providing quality products and reliable service. Because of the nature of our products, specific conditions apply to returns, exchanges, and refunds. Please read this policy carefully before placing your order.
1. Change of Mind Returns
Due to hygiene and safety reasons, we cannot accept returns for change of mind on most items, especially if they have been used.
If you have purchased the wrong item and it is still brand new, unused, and in original condition, we may offer:
- An exchange, or
- A store credit
Refunds for change of mind are not offered.
Shipping costs for returning the item are the customer’s responsibility. Returned items must be packaged safely—if they arrive broken due to poor packaging, they will not be eligible for exchange or credit.
2. Returns on Used Items
We do not accept returns on used items under any circumstance.
There are absolutely no exceptions to this rule.
3. Faulty or Defective Items
If your item is faulty upon arrival or develops a fault within its warranty period (if applicable), we will offer:
- A refund,
- A replacement, or
- A store credit
To lodge a warranty or fault claim, please contact us as soon as possible and provide:
- Your order number
- A description of the issue
- Clear photos of the fault (if applicable)
If your item requires physical inspection, we will advise you of the next steps.
Important Note for Vaporisers
If returning a vaporiser for testing or warranty processing, it must be thoroughly cleaned and free of all residue and odour.
Failure to do so may result in your warranty being void or the return being rejected.
4. Damaged or Broken Items on Arrival
While care is taken when packing fragile items, breakages may occur during transit. If your item arrives damaged:
- You must contact us within 24 hours of delivery
- Provide 2–3 clear photos of the damaged item and packaging
- Include your order number
If you do not report the damage upon delivery, we will assume the item arrived in good condition, and we cannot offer refunds, credit, or replacements for damage reported later.
5. Return to Sender Parcels
If a parcel is returned due to:
- Incorrect address
- Not being collected
- Customer error
You may choose to:
- Pay a new shipping fee to have it re-sent, or
- Receive a refund minus a 15% restocking fee
If the return is due to courier or store error, we will reship it for free.
6. Shipping Costs on Returns
- Shipping fees are non-refundable
- Customers are responsible for paying for return postage unless the item is confirmed as faulty
- All returns must be packed securely to avoid damage in transit
7. Refund Processing Time
Once we receive your return and verify eligibility:
- Refunds are issued within 1–2 days
- Banks may take an additional 2–4 days to clear funds
8. Contact Information
For all return or refund enquiries, please contact us:
Sweet Puff Pipe
Email:
Phone:
Address:
