SHIPPING & RETURNS POLICY

Last updated: 11 September 2026

R18 AGE-RESTRICTED DELIVERY

All New Zealand orders containing regulated vaping products are subject to our R18 requirements.

We use NZ Post Age Restricted (R18) Delivery for regulated-product deliveries.

NZ Post lists Age Restricted (R18) Delivery as a specific approval-required delivery service, separate from ordinary Signature Required delivery.

The person receiving the regulated products must be 18 years of age or older and must satisfy the applicable NZ Post age-verification requirements before the parcel can be released.

A regulated-product order remains conditional upon successful completion of the applicable age-verification requirements.

If the recipient cannot satisfy those requirements, the regulated products must not be released to them.

NO AUTHORITY TO LEAVE

Regulated-product orders sent using our R18 delivery process cannot be left unattended under an Authority to Leave arrangement.

If delivery cannot be completed, the parcel may be dealt with by NZ Post in accordance with its applicable redelivery or collection procedures. R18 requirements continue to apply before the parcel can be released.

RECIPIENT INFORMATION

Customers must provide accurate delivery information and the full name of an eligible adult recipient.

The recipient of regulated products must be at least 18 years old.

We may delay, refuse or cancel an order where delivery information appears false, incomplete or inconsistent, or where we reasonably believe the order may breach our R18 requirements or New Zealand law.

FAILED AGE VERIFICATION

If a parcel cannot be released because the applicable age-verification requirements have not been satisfied, it may be returned to us.

Once a returned parcel has been received by us, we may cancel the order and refund the price of the returned products.

Where permitted by law, reasonable delivery or return costs caused by the customer's failure to comply with clearly disclosed R18 delivery requirements may be deducted from a voluntary refund.

This does not affect any rights the customer has under New Zealand consumer law.

DISPATCH

Orders are generally dispatched on working days.

Orders received before approximately 3:00 pm will normally be prepared for dispatch that working day where practical. Orders received after 3:00 pm, on weekends or on public holidays will normally be processed on the next working day.

Dispatch times are targets and may occasionally be affected by stock availability, unusually high order volumes or circumstances outside our control.

DELIVERY TIMES

New Zealand orders will generally arrive within approximately 1–3 working days after dispatch, although rural and remote deliveries may take longer.

Delivery times are estimates and are not guaranteed.

NZ Post also states that its delivery targets are guides rather than guarantees and that rural and remote delivery can take longer.

TRACKING

Where tracking is available, tracking details will normally be supplied after your order has been dispatched.

Tracking information is provided by the delivery carrier and may occasionally take time to update.

INCORRECT ADDRESSES AND RETURNED PARCELS

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

Please contact us as soon as possible if you notice an error. We cannot guarantee that an address can be changed once an order has entered the delivery network.

Where an order is returned because an incorrect or incomplete address was supplied by the customer, reasonable redelivery costs may apply.

LOST OR DAMAGED PARCELS

If your parcel appears to be lost or arrives damaged, please contact us as soon as reasonably possible with your order number and relevant details.

We will work with NZ Post and the customer to investigate the issue and provide any remedy required under applicable New Zealand law.

Do not dispose of damaged packaging or products until we have advised you that they are no longer required for the investigation.

CLICK & COLLECT

Where Click & Collect is offered, regulated products will not be released unless the applicable R18 age-verification requirements have been satisfied.

Collection must be made by an eligible person aged 18 or over.

We may require acceptable evidence of age before releasing a regulated product.

If age verification cannot be satisfactorily completed, the regulated products will not be supplied and the order may be cancelled and refunded.

FAULTY PRODUCTS

Our products are covered by the rights and guarantees provided by New Zealand law, including the Consumer Guarantees Act 1993.

If you believe a product is faulty, please contact us with proof of purchase and information about the fault.

Depending on the circumstances and the requirements of the Consumer Guarantees Act, the appropriate remedy may include repair, replacement, refund or another remedy.

There is no blanket 30-day limit on your statutory rights in relation to faulty goods. Any manufacturer's warranty is additional to your rights under the Consumer Guarantees Act. Consumer Protection confirms that businesses cannot simply contract out of the CGA when selling consumer goods to ordinary consumers.

Damage caused by misuse, accidental damage, unauthorised modification or use contrary to manufacturer instructions may not constitute a product fault covered by the Consumer Guarantees Act.

CHANGE-OF-MIND RETURNS

In addition to your statutory rights, we may accept a change-of-mind return within 30 days of purchase where the product is unused, unopened, in its original packaging and in resaleable condition, and proof of purchase is provided.

For health, hygiene and safety reasons, opened or used vaping products, e-liquids, pods, coils and similar consumable products will generally not be accepted for change-of-mind returns.

These restrictions do not apply where a product is faulty or where New Zealand law otherwise gives you a right to a remedy.

Original delivery charges are generally not refundable for a voluntary change-of-mind return unless required by law.

INCORRECT PRODUCTS

If we have sent you an incorrect item, please contact us before returning it.

Where the mistake is ours, we will arrange an appropriate remedy and cover reasonable return or replacement delivery costs.

CONTACT

For shipping, return or warranty enquiries:

Infused Vape Shop Limited – Infused
1/203 Thames Street
Oamaru, New Zealand
Email: infusedoamaru@gmail.com
Phone: (03) 434 0334