TVC Group Returns and Refunds Policy

At TVC Group, we are committed to providing high-quality nicotine vaping products to pharmacies across Australia. We adhere to all relevant Australian Consumer Laws (ACL) to ensure your rights are protected when purchasing from us. Please read our Returns and Refunds Policy carefully to understand your rights and how we handle returns, refunds, and exchanges.

Australian Consumer Law (ACL) Compliance

Our Returns and Refunds Policy is in line with Australian Consumer Law. Under the ACL, you are entitled to a refund, repair, or replacement if the goods you purchase from us are:

  • Faulty or defective.

  • Not fit for purpose (i.e., they do not do what they are supposed to).

  • Not as described or match the sample or demonstration model.

Please note that we are not required to provide a refund or exchange if you change your mind after purchasing the product, unless otherwise stated in this policy.

Return Eligibility

To be eligible for a return or exchange, the following conditions must be met:

  • The product must be unused and in its original packaging, with any seals unbroken.

  • The product must be accompanied by proof of purchase (e.g., receipt or invoice).

  • The claim must be made within a reasonable timeframe, typically within 30 days of receipt of goods, unless otherwise stated under ACL.

Faulty or Defective Products

If the product is faulty, damaged, or not as described, you have the right to a repair, replacement, or refund, depending on the nature of the issue:

  • Minor faults: We will offer a repair or replacement at no cost to you.

  • Major faults: You are entitled to choose between a refund, replacement, or repair.

If you believe your product is faulty or defective, please contact us immediately at [insert contact details] with details of the issue and proof of purchase.

Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email or call our customer service team at pharmacists@tvcgroup.com.au with your order number, proof of purchase, and a detailed description of the issue.

  2. Return Authorisation: If your return is approved, we will provide you with a Return Authorisation Number (RAN) and instructions on how to return the product to us.

  3. Shipping the Return: You are responsible for shipping the product back to us unless the product is deemed faulty, damaged, or incorrect. In such cases, TVC Group will cover the return shipping costs.

Products must be securely packaged to prevent any damage during transit.

Refunds

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7 business days using the original payment method.

  • If you paid by credit card or bank transfer, refunds will be issued to the same card or account used for the original transaction.

  • Shipping costs (where applicable) are non-refundable unless the product was faulty or incorrectly supplied.

Exclusions

The following products are generally not eligible for return or refund, except as required by Australian Consumer Law:

  • Products that have been used, opened, or damaged due to improper handling or storage.

  • Products that are returned without proof of purchase.

  • Change of mind returns are not accepted for nicotine vaping products due to their nature, unless expressly agreed upon by TVC Group.

Timeframe for Returns

All claims for returns or refunds must be made within a reasonable time of receiving the product, typically within 30 days. For faulty or defective products, this may be extended based on the nature of the defect.

Contact Us

Contact Us

If you have any questions about our Returns and Refunds Policy or need to initiate a return, please contact us at: pharmacists@tvcgroup.com.au

 

Your Rights Under Australian Law
This Returns and Refunds Policy operates in addition to your statutory rights under the Australian Consumer Law. For more information, visit the Australian Competition and Consumer Commission (ACCC) website: https://www.accc.gov.au/.

                                                        

TVC Group is committed to ensuring your satisfaction. Thank you for doing business with us!