Our Refund Policy – Vuse NZ
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Our Refund Policy

1. When did we last update our Refund Policy?
January 2021

2. About our Refund Policy
This refund policy (our Refund Policy) outlines how, and when, British American Tobacco (New Zealand) Limited (BATNZ, we, our, or us) will provide you with a refund if you receive a damaged, defective, or the wrong product.

3. How can you contact us?
If you have any questions about our products or this Refund Policy, you can contact us by:
(a) writing to us at British American Tobacco (New Zealand) Limited
P.O. Box 2618
Auckland 1010
(b) emailing us at info.nz@vuse.com
(c) calling us on: 0800 897 369

4. What happens if you receive a damaged or defective product?
If you receive a damaged or defective product, please let us know. We:
(a) may ask you to return the product to us in its original packaging (we will let you know how to do this free of charge); and
(b) reserve the right to inspect the product to analyse the damage or determine whether we consider the item is defective.

5. What happens if you receive the wrong product (or there is another issue with it)?
If you receive the wrong product, please let us know. You will need to return the product to us in its original packaging (we will let you know how to do this free of charge). The product must be returned un-used.

6. What will we do once we have received and assessed your product?
Once we have received and have assessed your product, if we agree that the product you have received:
(a) is damaged (through no fault of yours);
(b) is defective; or
(c) is the wrong product (or there is another issue with it),
we will either replace the product or provide you with a refund.