1. When did we last update our Satisfaction Guarantee?
2. About our Satisfaction Guarantee
This satisfaction guarantee (our Satisfaction Guarantee) outlines how, and when, BAT (New Zealand) Limited (BATNZ, we, our, or us) will:
(a) either refund the price you paid for one (1) of our Vuse devices or provide you with a replacement device; or
(b) provide you with an exchange for one (1) pack of Vuse e Liquid pods.
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: BAT (New Zealand) Limited, P.O. Box 2618, Auckland 1010, New Zealand
4. What is covered by our Satisfaction Guarantee?
(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)
4.1. Our Satisfaction Guarantee:
(a) only applies to Vuse devices (being the Vuse ePod 2) and Vuse e Liquid (being the Vuse ePod e Liquid) and Vuse Go;
(b) can only be claimed once by an individual for Vuse devices, based on his or her Vuse account and/or address; or
(c) can only be claimed once by an individual for each flavour and strength of Vuse e Liquid, based on his or her Vuse account and/or address; and
(d) 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
5. What conditions apply to our Satisfaction Guarantee?
if your device or charger has stopped working properly, even if that is as a result of accidental damage.
5.1. To be covered by our Satisfaction Guarantee:
(a) your Vuse device or Vuse e Liquid must have been purchased in New Zealand;
(b) you must have tried that Vuse device or Vuse e Liquid for fourteen (14) days and decided that you are not 100% satisfied with that Vuse device or Vuse e Liquid.
5.2. Our Satisfaction Guarantee does not apply to:
(a) any other Vuse products, such as Vuse Skins; and
6. How do you make a Satisfaction Guarantee claim?
(b) commercial customers or businesses, including retailers and wholesalers.
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 or Vuse e Liquid; and
(b) details on when and where you purchased your Vuse device or Vuse e Liquid.
If you purchased your Vuse device or Vuse e Liquid from a retailer other than vuse.co.nz or Vusionry, you may be asked to provide us with proof of your purchase (including, for example, a receipt or other document that allows us to confirm when and where you purchased your Vuse device or Vuse e Liquid).
7.2. Once we get this information, we:
(a) will ask you to return the product to us (we will let you know how to do this free of charge); and
(b) reserve the right to inspect the product to decide 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 fourteen (14) days of receiving and assessing your returns package, if your claim:
(a) is valid and relates to a Vuse device:
(i) purchased through vuse.co.nz or vuse.com.au, we will process a refund to you, to the bank account or credit card you used to purchase your Vuse device; or
(ii) purchased from any other New Zealand retailer, we will provide you with a replacement device;
(b) is valid and relates to Vuse e Liquid, we will provide you with a new order for one (1) Vuse e Liquid pack of pods of your choice; or
(c) is not valid, because it does not meet the requirements set out in our Satisfaction Guarantee:
(i) for Vuse devices purchased through vuse.co.nz or from any other New Zealand retailer (other than vuse.com.au), we will contact you via email or phone explaining why your claim is invalid and return the Vuse device or Vuse e Liquid to you; and
(ii) for Vuse devices or Vuse e Liquid purchased through vuse.com.au, we will contact you via email or phone explaining why your claim is invalid.
8.2. For the avoidance of doubt, 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.