If you would like to return a product or request a refund, please contact our support team. Return and refund requests are assessed and handled by our support team on a case-by-case basis.

How to contact us

Use the details on our contact page. Please include your order number and the reason for your request so we can review it promptly.

Items we cannot accept

For hygiene and health reasons, devices that have been unsealed or used cannot be returned. This also applies to any consumable product once its original sealed packaging has been opened.

Damaged, faulty or incorrect orders

You are entitled to a replacement for major failures with goods. If your order arrives damaged, faulty, or is not what you ordered, please report it to us within two (2) days after receipt. Approved claims are handled by our support team, who will arrange a replacement or refund. LANEVAPE does not repair damaged devices and does not provide spare parts for repair.

Refunds

Where a refund is approved by our support team, it is issued to your original payment method.

Shipping

Orders are dispatched from Australia via Australia Post. We currently deliver within Australia and New Zealand. Standard courier delivery is generally 5–7 business days, and expedited delivery is generally 1–3 business days. Delivery timeframes are estimates only and may vary.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under that law.