Manufacturing isn’t perfect, and occasionally a device arrives that doesn’t work as it should. When that happens we replace it. This page explains what’s covered, what we need from you, and how long it takes.
What’s covered
We accept exchanges on any product we sell that arrives faulty or fails through a manufacturing defect. In practice that means:
- Dead on arrival — the device produces nothing, or nothing usable, straight out of the box
- Leaking — e-liquid escaping from the mouthpiece or base under normal use
- Charging failure — a rechargeable device that won’t take a charge from a known-good cable
- Burnt taste from the first puffs — indicating a coil fault rather than a depleted device
- Damage in transit — a device crushed or cracked in the post
- Wrong item sent — a flavour or model that doesn’t match your order
What isn’t covered
- A device that has been used and is simply finished. Advertised puff counts are laboratory figures and real-world usage lands well below them — that’s a measurement standard, not a defect. See Vape Puff Count Explained.
- Change of mind on flavour. Taste is personal and these are sealed consumable products, so we can’t restock or resell an opened device. If you’re unsure, buy one before committing to a multi-pack.
- Physical damage after delivery — dropped, submerged, or opened up.
- Devices not purchased from ZealVape. We can only warrant what we supplied. If you bought elsewhere and suspect a counterfeit, our authenticity guide may still help.
Before claiming, it’s worth running through our troubleshooting guide — a good share of “faulty” devices turn out to be a blocked mouthpiece, a cold device, or a draw too short to trigger the sensor. It takes two minutes and often saves you a week of waiting.
How to make a claim
1. Record a short video of the fault
This is the one thing we always ask for. A 10–20 second clip showing you drawing on the device, with the indicator light visible, tells us more than any description can — and it’s how we tell a genuine defect apart from a device that needs a different technique. Include the flavour label in frame if you can.
2. Email it to us with your order number
Send the video to orders@zealvape.com along with your order number and which device is affected. If several devices from one order are faulty, one email covering all of them is fine — just show each one in the video.
3. We verify and ship the replacement
We review the video, confirm the fault and dispatch a replacement within one week. Usually it’s much faster — most claims are assessed the same business day and go out with the next dispatch run. You’ll get a new tracking number when it ships.
When to get in touch
As soon as you notice the problem. We don’t run a countdown clock on claims — a fault is a fault whenever it shows up — but two things get easier the sooner you tell us. Damage in transit is simpler to raise with the carrier while the delivery record is fresh, and a fault is clearer on video before the device has been used much further. So there’s no deadline to worry about, just no reason to wait.
Who pays for postage
If the fault is ours — a defective product, the wrong item, or damage in transit — we cover the postage, both for returning the item if we ask for it back and for sending the replacement.
If a return is for any other reason, return postage is yours to cover.
We often don’t need the faulty device back at all. If the video makes the fault clear, we’ll ask you to dispose of it responsibly and simply send the replacement — it saves you a trip to the post office and gets a working device to you sooner. Please don’t post anything back before we’ve asked you to.
Replacements, not refunds
Our standard remedy is a replacement of the same product, or the same device in a different flavour if the original is out of stock. Where we can’t supply a suitable replacement, we’ll refund the affected items instead.
Refunds go back to the account the payment came from. Since we accept bank transfer only, refunds are processed as a transfer back to you and typically clear within a few business days of being sent.
Australian Consumer Law
Nothing on this page limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded: you’re entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality. The process above is simply how we deliver on that — quickly, and without asking you to post a dead device back before we act.
Getting help
Email orders@zealvape.com or message us on WhatsApp — whichever is easier. Have your order number handy and we’ll sort it out. For delivery questions see Shipping & Delivery, and our FAQs cover the rest.