Refund Policy - Greek Bar Official

Refund & Return Policy

Effective Date: September 9, 2026

Last Updated: September 9, 2026

At Geek Bar Australia (https://geekbarofficial.au), customer satisfaction, product authenticity, and safety are our top priorities. Because our products are age-restricted consumer electronics and personal hygiene items, our return policy strictly complies with Australian Consumer Law (ACL) guidelines and industry safety regulations.

Please read this policy carefully to understand your rights, eligible return scenarios, and how to initiate a claim.

1. Australian Consumer Law (ACL) Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Dead on Arrival (DOA) & Defective Products

Due to the disposable nature of vape hardware, manufacturing defects or Dead on Arrival (DOA) units must be reported promptly.

Reporting Timeline

Window: All DOA or defective claims must be submitted within 7 calendar days of order delivery according to carrier tracking.

Eligible Defects Include:

Device failing to power on out of the sealed box.
Continuous firing or auto-firing issues upon opening.
Severe e-liquid leakage inside the sealed wrapper.
Defective display screen or battery indicator (for smart models like the Geek Bar Pulse / Pulse X).

Verification Requirement

To prevent fraudulent claims, all defective product submissions require:

Your Order Number and email address.
A brief video clearly demonstrating the issue (e.g., puffing without activation, screen error).
Clear photos of the outer box showing the batch number and authenticity scratch-off code.

Note: Do not discard defective units or packaging until your claim is resolved, as our QA team may require physical return of the device.

3. Unopened Items & Change of Mind

Due to hygiene, health, and product integrity standards, we cannot accept returns or refunds for opened products due to “change of mind” or flavor preference.

Unopened Return Conditions:

The product must be completely unopened, unused, factory-sealed, and in original packaging.
The return request must be submitted within 14 days of delivery.
The customer is responsible for return shipping costs via a tracked service.
A 10% restocking fee may be deducted from the total refund amount to cover original handling and payment processing fees.

4. Ineligible Returns

We reserve the right to decline refunds or replacements under the following conditions:

Flavor Preference: Disliking a specific flavor profile does not constitute a product defect.
Normal Puff Depletion: Puff counts are estimates provided by the manufacturer based on standard 1-second draws. Puff counts vary based on user draw duration, airflow settings (e.g., Pulse Mode), and usage habits.
Physical Damage: Drops, water damage, improper charging, or unauthorized tampering.
Unverified Products: Products missing original packaging or batch codes that cannot be authenticated as purchased directly from our website.
Incorrect Delivery Address: Orders delivered to an incorrectly provided shipping address during checkout are non-refundable.

5. How to Initiate a Return or Refund Claim

Follow these steps to submit a claim for a swift resolution:

Email Support: Send an email to sales@geekbarofficial.au with the subject line:
[Refund Claim] Order #XXXXX.
Attach Evidence: Include photos/videos of the defect, packaging, and batch code.
Assessment: Our customer support team will review your claim within 1-2 business days.
Return Approval (if required): If physical return is required, we will supply you with a Return Merchandise Authorization (RMA) number and shipping instructions. Do not send products back without prior authorization.

6. Refund Processing Time

Once your refund is approved:

Refunds are issued back to the original payment method used during purchase.
Processing times typically take 3-5 business days, depending on your bank or credit card provider.
Shipping fees on original orders are non-refundable unless the item was sent in error or arrived DOA.