Free Shipping for order $NZ 40 and over.
We do a flat fee of $NZ 3.95 for all orders within New Zealand.
All orders are shipped overnight by Courier Post with an R18 Sticker.
Orders placed before 3pm are shipped same day. Most packages arrive next working day. Please allow up to 3 days for delivery
Free Shipping for order $NZ150 and over.
We do a flat fee of $NZ18 for all orders across Australia sent by DHL.
Orders placed are shipped the following day. Please allow up to 3-10 days shipping.
COVID ALERT: Shipping to Australia has taken significantly longer due to the Covid Pandemic. Current estimates are 5-15 days.
Rogue Wave Vapour aims to provide high quality items for our customers. If you believe we have sold you a faulty product, or one that is not operating how it should please don’t hesitate to get in contact with us so we can resolve the issue in the best way possible for you.
If an item is new and in its packaging, you can come in and get a return or swap for another item. (not including juice as this is a hazard due to potential tampering, if there is a tamper proof seal we will, however a lot of the NZ juices do not have such a seal)
Please Retain your Receipt:
We require a proof of purchase when returning a faulty product. If you have an account with us (either instore or online) your purchase will be logged under your name so you don’t need a physical copy. If you chose to not have an account with us, holding on to your physical receipt is the best way to show when and where it was purchased (Helpful tip: Take a photo at the time of purchase then you can’t lose it!)
There are a few ways to get in touch with us:
- By giving us a call in the shop: 06-356 9764
- By visiting us in-store: 247 Ruahine Street, Terrace End, Palmerston North, 4414
- By sending us an email: [email protected]
To process a refund for a purchase made on the website, we will need: Proof of purchase, including date and approximate time purchased (Will be on the order confirmation emails) .
- The name and variant of the product (e.g.Innokin t18ii, Blue).
- Your postal address.
- A detailed description of the fault, including photos/videos if possible so we can verify it.
- A phone number so we can call and discuss the issue with you.
In the event the item is Faulty, we may send a prepaid courier bag to you to return the item to us in.
If you purchase online but are local or in the area, it is most likely easier to come in-store to chat about your options.
To process a refund for an in-store purchase, we will need the following info:
- Your receipt if not a loyalty club member
- The name and variant of the product (e.g. t18ii, Innokin, Blue).
- A detailed description of the fault, including photos/videos if possible.
We will always meet our obligations under the Consumer Guarantees Act. Warranty eligibility will be assessed on a case-by-case basis, and will factor in the type of product, along with the Warranty extended by the manufacturer or distributor of the product.
As part of our due-diligence process, we will also assess the state of the product. If the product is severely damaged or looks like it has been mistreated, we may deem the Warranty to be void.as Physical damage to these products can stop them to stop working. This includes things like excessive paint chips, scuff marks, dents, water/e-liquid damage.
Changed your mind?
Due to the nature of our products, we will not accept change-of-mind replacements/refunds unless the product is still sealed in its original packaging.
We strongly advise that you choose carefully before purchasing a product. If you do change your mind, make sure not to open packaging, break seals, etc. Remember to hold onto your receipt as proof of purchase.
Repair, Replace, or Refund:
Where possible, if it is a minor error that the staff are confident/trained in fixing we can fix on site for you, if it doesn’t fit into that category we will offer replacement or refund, or a combination of both. On a case by case basis. You may choose a lower-value product as a replacement, along with a partial refund to make up the difference if that is your preference. Or a more expensive item where you would pay the difference.