Vuse Satisfaction Guarantee – Vuse NZ
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Vuse Satisfaction Guarantee

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

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 eLiquid 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
(b) emailing us at: info.nz@vuse.com (if you are in New Zealand) or info.au@vuse.com (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) and Vuse eLiquid (being the Vuse ePod eLiquid or Vuse ePen eLiquid);
(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 eLiquid, 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
(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 or Vuse eLiquid must have been purchased in New Zealand;
(b) you must have tried that Vuse device or Vuse eLiquid for fourteen (14) days and decided that you are not 100% satisfied with that Vuse device or Vuse eLiquid.
5.2. Our Satisfaction Guarantee does not apply to:
(a) any other Vuse products, such as Vuse Skins; and
(b) 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 or Vuse eLiquid; and
(b) details on when and where you purchased your Vuse device or Vuse eLiquid.

If you purchased your Vuse device or Vuse eLiquid from a retailer other than vuse.co.nz, Vusionry, or vuse.com.au, 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 eLiquid).

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 eLiquid, we will provide you with a new order for one (1) Vuse eLiquid 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 eLiquid to you; and
(ii) for Vuse devices or Vuse eLiquid 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.