Vuse Satisfaction Guarantee – Vuse NZ
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Get $5 Vuse+ points when you try Forest Blueberry or Creamy Mint & apply code 5BACK.*

Vuse Satisfaction Guarantee


Vuse is so sure you’ll love your new Vuse ePod or Vuse ePen that they'll guaranteed it. Simply try it for 14 days and if you find that you’re not 100% satisfied, Vuse will refund the full purchase price of the device**.

It's really simple to claim your money back. Please call the Vuse Care Team on 0800 897 369, or email on and they will be happy to assist you with your claim.

The Satisfaction Guarantee only applies to Vuse eCigarette devices purchased from

**Terms and Conditions: Please print out and retain these Terms and Conditions for future reference.

  1. This money back guarantee is open to NZ residents, aged 18+, who have purchased a Vuse ePod or ePen starter kit from and who are consumers of Vuse products (businesses are excluded).

  2. If you have tried your Vuse ePod or ePen and are not completely satisfied with it, Vuse will refund the purchase price of the device (excluding delivery) as evidenced by your proof of purchase, up to a maximum of $49.99 (in the case of a Vuse ePod starter kit) and $39.90 in the case of the Vuse ePen. Your claim for a refund must be made in accordance with these Terms and Conditions, and your claim must be made within 14 calendar days of purchase. Vuse will not send you a replacement product.

  3. This money back guarantee and these Terms and Conditions do not affect your statutory rights, including your rights under the Consumer Guarantees Act 1993.


  4. Please call 0800 897 369 to start the claim for your money back. Vuse will send you a return package which must be used to return the Vuse starter kit you purchased from

    Once the returned product has been received by Vuse, and all conditions have been satisfied, Vuse will process the refund in accordance with the terms:

    •     a written statement explaining (in not less than 20 words) why you are not completely satisfied with your Vuse ePen or ePod Starter Kit; and

    •     print your order confirmation email (detailing your order number, date of purchase and purchase price) to include in the return pack; and

    •     place the Vuse ePen or ePod Starter Kit (including the device and the USB charging cable, but excluding the cartridges) into the courier bag provided to you by Vuse; and

    •     provide Vuse with your full name and address, email address and a contact telephone number.

    You have 14 calendar days from date of purchase in which to claim your money back.

  5. The money back guarantee is only applicable to your first online purchase of a Vuse Starter kit from and is not available for any subsequent purchase of a Vuse Starter Kit or Vuse pods. Only one guarantee per online account and address.

  6. Only one starter kit is to be placed in the returns package.

  7. Multiple or bulk claims will not be processed and will not be returned.

  8. Claims made by retailers or wholesalers will not be accepted and any products sent to Vuse along with such claims will not be returned. 

  9. For a claim to be valid, all of the conditions in clause 4 above must be satisfied. Claims that do not satisfy all of the conditions in clause 4 will be deemed invalid and no refund will be issued. In this instance, Vuse will return your Vuse ePen or ePod to you (if it was sent and received by us) along with a letter explaining why your claim is invalid. Please allow up to 28 days for the return of your Vuse product.

  10. For the avoidance of doubt, the money back guarantee cannot be claimed through retailers or any other channel. This is an online guarantee only.

  11. All refunds will be made by the payment method and currency in which the purchase was made. Please allow up to 28 days for your refund to be returned into your bank account. For the avoidance of doubt, where a refund is made, the Vuse ePen or ePod starter kit will not be returned to you.

  12. Vuse will not be liable for any returns not received by us, or returns that are delayed or damaged, for whatever reason. Vuse will rely on the courier company records for proof of delivery.

  13. Incomplete and/or illegible statements will be deemed invalid.

  14. Vuse’s decision is final and binding and no correspondence will be entered into with respect to returns not received by Vuse or that do not satisfy the conditions set out in clause 4 above.

  15. Vuse reserves the right to vary these Terms and Conditions or cancel this money back guarantee at any time and without having to provide prior notice or reason.

  16. By returning the Starter Kit for a refund, you will be deemed to have accepted and be bound by these Terms and Conditions and consent to the transfer of your personal information to the Courier company and any other third party engaged by Vuse to facilitate the return and, where applicable, the refund.

  17. If any of these Terms and Conditions is deemed to be illegal, invalid or otherwise unenforceable, the affected term(s) or condition(s) will be deleted and the remaining ones will continue in full force and effect.

  18. These Terms and Conditions will be governed by New Zealand law. The New Zealand courts will have exclusive jurisdiction to settle any dispute or claims that arise out of or in connection therewith.

  19. Vuse New Zealand, is owned by British American Tobacco (New Zealand) Limited of PO Box 2618, Auckland 1140, New Zealand.