Vuse Satisfaction Guarantee – Vuse NZ
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Vuse Satisfaction Guarantee

1. When did we last update our Satisfaction Guarantee?
June 2021

2. About our Satisfaction Guarantee
This satisfaction guarantee (our Satisfaction Guarantee) outlines how, and when, British American Tobacco (New Zealand) Limited (BATNZ, we, our, or us) will refund the price you have paid for one (1) of our Vuse devices if, within fourteen (14) days, you are not 100% satisfied with it.

3. How can you contact us?
If you have any questions about our products, or you would like to make a claim under our Satisfaction Guarantee, you can contact us by:
(a) writing to us at: British American Tobacco (New Zealand) Limited, P.O. Box 2618, Auckland 1010, New Zealand
(b) emailing us at: (if you are in New Zealand) or (if you are in Australia)
(c) calling us on: 0800 897 369 (if you are calling from within New Zealand) or 1 800 413 805 (if you are calling from Australia)

4. What is covered by our Satisfaction Guarantee?
4.1. Our Satisfaction Guarantee:
(a) only applies to Vuse devices, being the Vuse ePen or Vuse ePod;
(b) can only be claimed once by an individual based on his or her Vuse account and/or address; and
(c) is in addition to, and does not limit, any additional rights you may have under consumer law, including the Consumer Guarantees Act 1993.
4.2. You should refer to our:
(a) Refund Policy if you believe that you have purchased a damaged or defective product or received the wrong product; or
(b) Warranty if your device or charger has stopped working properly, even if that is as a result of accidental damage.

5. What conditions apply to our Satisfaction Guarantee?
5.1. To be covered by our Satisfaction Guarantee:
(a) your Vuse device must have been purchased in New Zealand or from either or;
(b) you must have tried that Vuse device for fourteen (14) days and decided that are not 100% satisfied with that Vuse device.
5.2. Our Satisfaction Guarantee does not apply to:
(a) does not apply to Vuse e-liquids (including cartridges) or any other Vuse products, such as Vuse Skins; and
(b) does not apply to commercial customers or businesses, including retailers and wholesalers.

6. How do you make a Satisfaction Guarantee claim?
Please contact us if you would like to make a claim under our Satisfaction Guarantee.

7. What information will you be asked to provide?
7.1. When you contact us, you will need to give us:
(a) a description of why you are not 100% satisfied with your Vuse device; and
(b) details on when and where you purchased your device or charger.
7.2. Once we get this information, we:
(a) will ask you to send us a printout of your order confirmation email (which will include your order number, date of purchase, and purchase price);
(b) will ask you to return the product to us, including the device and the USB charging cable but excluding any Vuse pods (we will let you know how to do this free of charge); and
(c) reserve the right to inspect the product to whether we consider our Satisfaction Guarantee applies.
7.3. We will not be liable for any products that you return to us that we never receive or that are delayed or damaged in transit.

8. What will we do once we have received this information and, if applicable, assessed your product?
8.1. Within twenty-eight (28) days of receiving and assessing your returns package, if your claim:
(a) is valid, we will process a refund to you, to the bank account or credit card you used to purchase your Vuse device;
(b) is not valid, because it does not meet the requirements set out in our Satisfaction Guarantee:
(i) for devices purchased through, we will return the Vuse device to you (including the device and the USB charging cable) along with a letter explaining why your claim is invalid; and
(ii) for devices purchased through, we will send you a letter explaining why your claim is invalid.
8.2. For the avoidance of doubt:
(a) we do not send replacement Vuse devices under this Satisfaction Guarantee; and
(b) if your claim is valid and we process a refund to you, we will not send you back the Vuse device that you returned to us.