If it isn't right, we make it right.

1. Your rights under Australian Consumer Law

HumoAzul trading as Humo Azul honours the consumer guarantees set out in the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). In summary, our products must:

• be of acceptable quality;
• be fit for any disclosed purpose;
• match the description, sample or demonstration model shown at the point of sale

If a product fails to meet a consumer guarantee, you are entitled to a remedy. Where the failure is major (for example, the device is unsafe, substantially different from its description, or does not do what a reasonable consumer would expect), you may choose a refund, a replacement, or to keep the product and be compensated for the drop in value. Where the failure is minor, we may choose to repair, replace or refund within a reasonable time.

2. Defective devices

If a rechargeable device you receive from us is defective on arrival, or fails during ordinary use within a reasonable period, we will — at our discretion after assessment — offer:

• a replacement device of the same or an equivalent model; or
• a refund to the original payment method.

To be assessed as a warranty return, the device must be within its expected working life and the fault must not be due to misuse, modification, water damage, battery abuse, use with unapproved liquids or accessories, or normal wear and tear (such as depleted coil life).

3. Change of mind, buyer error and wrong selection

We do not offer refunds, exchanges or credits for:

• change of mind after ordering;
• ordering the wrong device, flavour, strength or accessory;
• dissatisfaction with the flavour, throat hit, cloud volume, battery life or other subjective preference where the product performs as described;
• late delivery caused by the courier, customs, or events outside our reasonable control.

Please check your cart carefully before completing payment. If you are unsure which product suits you, contact us before ordering.

4. Non-returnable items (hygiene)

For hygiene and public-health reasons we cannot accept the return of any device, pod or consumable that has been opened, used, activated, filled or had its tamper seal broken, other than as required by the consumer guarantees. Sealed, unopened items in original packaging may be considered for return on a case-by-case basis and at our discretion.

5. How to initiate a return

1. Email [email protected] within 7 days of delivery for change-of-condition claims, or within 30 days of the fault appearing for warranty claims. Include your order number, the name on the order, a description of the issue, and clear photos or short video of the defect where applicable.
2. Wait for our written Return Authorisation (RA) and return-shipping instructions before sending anything back. Items returned without an RA may be refused.
3. Post the item, well packed and with the RA reference on the outside of the parcel, to the address we provide.

6. Timeframes

• Initial response to a return enquiry: within 2 business days.
• Assessment once we receive a returned item: within 5 business days.
• Refund processing once approved: within 5 business days back to the original payment method.

Please note that your bank or card issuer may take additional time to display the refund on your statement.

7. Postage responsibility

• Defective / not-as-described items: we will cover reasonable return postage
• Change-of-mind or discretionary returns (where accepted): you are responsible for return postage, and outbound postage on the original order is non-refundable.

Parcels lost or damaged in transit back to us at your risk (change-of-mind returns) cannot be refunded.

8. Refund method

Approved refunds are processed to the original payment method used for the order. If that method is no longer available (for example, a closed bank account), we will contact you to arrange an alternative.

9. Contact and escalation

If you are not satisfied with our handling of a return, you may contact your state or territory consumer affairs or fair trading office, or the Australian Competition and Consumer Commission (ACCC).

Contact

Humo Azul (ABN)
Sydney Australia
Email: [email protected]
WhatsApp: +62827281711