Order Policy

Overview

This Order Policy explains how orders placed through HaveAVape are submitted, reviewed, processed, fulfilled and, where applicable, cancelled or refunded.

By placing an order through our website, you agree to this Order Policy together with our Terms & Conditions, Returns & Refund Policy, Privacy Policy and other applicable policies.

Membership Requirement

Orders placed through HaveAVape may require an active customer membership account.

Creating or maintaining a membership account does not guarantee that an order will be accepted.

Customers must satisfy all applicable eligibility, verification, product and delivery requirements before an order can be completed.

Placing an Order

Before submitting an order, customers should carefully review:

• the products selected;

• quantities;

• prices;

• applicable discounts or promotions;

• Rewards Points being used;

• delivery information;

• payment information; and

• any applicable product or eligibility requirements.

Customers are responsible for ensuring that the information submitted with an order is accurate and complete.

Order Acceptance

Submitting an order constitutes a request to purchase the selected products.

An order may be subject to review before it is accepted and processed.

We may contact the customer where additional information, verification or clarification is reasonably required.

An order may be declined, cancelled or placed on hold where reasonably necessary, including where:

• payment cannot be authorized;

• required verification cannot be completed;

• the requested product is unavailable;

• delivery to the destination is not permitted or reasonably available;

• an order appears fraudulent or unauthorized;

• information provided by the customer is materially inaccurate;

• applicable legal or regulatory requirements prevent fulfilment; or

• another material issue affects the order.

Product Availability

We make reasonable efforts to keep product availability information current.

However, products may become unavailable between the time an order is submitted and the time it is reviewed or processed.

If an ordered product becomes unavailable, we may contact the customer regarding available options, which may include cancellation and refund where appropriate.

Order Preparation

Eligible and accepted orders generally require approximately 1–2 business days for preparation before dispatch.

Preparation time may vary depending on:

• order volume;

• product availability;

• verification requirements;

• payment processing;

• weekends and public holidays;

• operational circumstances; and

• other circumstances outside our reasonable control.

Preparation time is separate from delivery transit time.

Dispatch and Delivery

After an order has been prepared and dispatched, delivery generally takes approximately 3–7 business days, depending on the destination, carrier and other circumstances.

Delivery estimates are provided as general guidance and are not guaranteed unless expressly stated otherwise.

Where applicable, eligible orders may be dispatched from our Sydney-area fulfilment operation. The actual dispatch location may vary depending on inventory, regulatory requirements and operational arrangements.

Tracking

Where tracking is available, tracking information may be provided after dispatch.

Tracking information may take some time to become active after the carrier receives or scans the parcel.

Customers should use the tracking information provided to monitor delivery progress.

If tracking information has not updated for an extended period or appears inconsistent, customers may contact our support team for assistance.

Delivery Information

Customers are responsible for providing a complete and accurate delivery address.

We are not responsible for delays, failed delivery attempts or additional costs resulting from incorrect, incomplete or outdated delivery information supplied by the customer, subject to any rights the customer may have under applicable law.

Customers should ensure that the recipient information provided at checkout is accurate and that the recipient is legally permitted to receive the order.

Age and Eligibility Requirements

Certain products may be subject to age, identity, prescription, therapeutic, shipping or other legal requirements.

Where verification is required, the customer may be asked to provide appropriate information or complete a verification process before an order can be fulfilled.

We reserve the right not to fulfil an order where applicable legal or regulatory requirements cannot be satisfied.

Product Restrictions

Some products may not be available for purchase or delivery to certain locations.

Product availability and fulfilment may be restricted by applicable laws, regulations, carrier requirements, product restrictions or other legal requirements.

Customers are responsible for ensuring that their purchase and receipt of a product is lawful in their location.

HaveAVape does not authorize customers to purchase or use products in violation of applicable laws.

Pricing and Payment

Prices displayed on the website are subject to change.

The applicable price for an order will generally be the price displayed at the time the order is submitted, subject to correction of obvious errors and applicable law.

Payment must be successfully authorized before an order can normally proceed to fulfilment.

We may use third-party payment processors to process payments.

For your security, never send full payment card numbers, passwords, security codes or other sensitive payment credentials to us by email or WhatsApp.

Rewards Points and Orders

Where Rewards Points are available, eligible points may be applied to qualifying purchases in accordance with the Rewards & Points Policy.

The number of points required, maximum amount that may be offset and other applicable conditions will be displayed or specified under the relevant Rewards rules.

If an order using Rewards Points is cancelled, refunded or otherwise reversed, associated points may be returned, adjusted or cancelled in accordance with the Rewards & Points Policy and applicable law.

Order Changes

Customers should contact customer support as soon as possible if they need to correct an order.

Once an order has entered processing, packing or dispatch, changes may no longer be possible.

We will make reasonable efforts to assist, but cannot guarantee that an order can be changed after processing has commenced.

Order Cancellation

Cancellation requests should be submitted as soon as possible.

An order may not be cancellable once it has been prepared, dispatched or otherwise entered a stage where cancellation is no longer reasonably possible.

Nothing in this section limits any cancellation, refund or consumer rights that cannot lawfully be excluded under applicable law.

Returns, Refunds and Consumer Guarantees

Returns and refunds are handled in accordance with our Returns & Refund Policy and applicable consumer law.

Nothing in this Order Policy is intended to exclude, restrict or modify any consumer guarantee, statutory right or remedy that cannot legally be excluded.

Where a product does not meet an applicable consumer guarantee, customers may have rights to a repair, replacement, refund or other remedy depending on the circumstances.

Damaged or Incorrect Orders

If an order arrives damaged, incomplete or contains an incorrect product, customers should contact us as soon as reasonably possible.

To help us investigate, we may request:

• the order number;

• a description of the issue;

• photographs of the product or packaging;

• delivery information; and

• other reasonable information relevant to the order.

Customers should not continue using a product that appears damaged or unsafe.

Fraud Prevention and Security Review

We may conduct reasonable security or fraud-prevention checks on orders.

An order may be delayed, placed on hold or cancelled where there are reasonable concerns regarding payment authorization, account security, identity, order information or suspected fraudulent activity.

These measures are intended to protect customers, payment providers and our business.

Order Communications

We may send transactional communications relating to an order, including:

• order confirmation;

• payment status;

• processing updates;

• dispatch notifications;

• tracking information;

• cancellation notices; and

• refund information.

Customers should ensure that their registered email address and other contact details remain accurate.

Customer Support

For questions regarding an order, contact:

Email: [email protected]
WhatsApp: +86 173 0448 6315

When contacting us about an order, please provide your order number whenever possible.

Delays Outside Our Reasonable Control

Delivery or processing may be affected by circumstances outside our reasonable control, including carrier delays, severe weather, public holidays, transport disruptions, technical issues, regulatory requirements, inventory issues or other unforeseen events.

Where a significant delay occurs, we will make reasonable efforts to provide relevant information or assistance.

Policy Updates

We may update this Order Policy from time to time to reflect changes to our ordering process, fulfilment arrangements, website features, operational requirements or applicable laws.

The latest version will be published on our website with the relevant "Last Updated" date.

Related Policies

This Order Policy should be read together with:

• Terms & Conditions

• Membership Terms

• Returns & Refund Policy

• Shipping & Delivery Policy

• Rewards & Points Policy

• Privacy Policy

• Age Verification Policy

• Product Safety Policy

• Complaints Policy

• Consumer Guarantees

If there is a conflict between this Order Policy and a mandatory legal right, the mandatory legal requirement will prevail.