1. Contact us before returning anything

Email alibarbar-serve@outlook.com or message WhatsApp +852 5146 2609 before sending a product back. Do not return goods to an address found elsewhere or send a parcel without return instructions.

Include your order number, the affected product and flavour, when you noticed the issue, a clear description and photographs or video where reasonably requested. Keep the product, packaging and delivery materials until we provide instructions, unless retaining the product would be unsafe.

2. Faulty, unsafe or non-conforming goods

Contact us promptly if goods are faulty, unsafe, damaged, do not work, are materially different from their description or are not the product ordered. We will assess the information and may request reasonable evidence or return of the product.

Where the Australian Consumer Law applies, remedies depend on whether the failure is major or minor and the surrounding circumstances. Available remedies may include repair where appropriate, replacement, refund or compensation as required by law. Disposable products may not be suitable for repair; this does not predetermine the remedy required in a particular case.

3. Safety concerns

Stop using a product that is very hot, swollen, heavily leaking, physically damaged or has an unusual smell. Do not charge, open, puncture or modify it. Move it away from children, pets, heat and flammable materials where this can be done safely, and contact us for instructions.

Do not post or transport a visibly unsafe battery-containing item unless the return method has been confirmed as lawful and suitable. We may provide an alternative evidence or disposal process depending on the circumstances.

4. Change-of-mind requests

We do not guarantee returns for change of mind. Because vaping-related goods are health, hygiene and safety-sensitive, opened, used, unsealed, activated or damaged goods are not accepted for change of mind.

If you contact us before opening or using an item, we may consider an unopened change-of-mind request case by case. Acceptance must be confirmed in writing before return. The item must remain sealed, unused, undamaged and suitable for lawful resale. Approved change-of-mind returns may be subject to reasonable return-delivery costs, and original delivery charges may not be refundable unless required by law.

5. Taste and preference

Flavour preference is subjective. A flavour being sweeter, cooler, less sweet, less cool or different from another brand's interpretation does not by itself establish a product fault. Opened or used products are not accepted for change of mind because the flavour does not match personal expectations.

This does not remove rights where the item is materially misdescribed, faulty, unsafe or otherwise fails an applicable consumer guarantee.

6. Advertised puff capacity and lifespan

“Up to” puff counts are advertised capacity figures, not guarantees of an exact puff total or fixed number of days. Actual duration varies with draw length, frequency, personal habits, storage and product condition. A product ending sooner than another person's device does not automatically prove a fault.

If a product stops abnormally early, describe your usage and the symptoms. We will assess the claim on the available evidence and applicable consumer rights rather than relying only on a calendar-day expectation.

7. Incorrect or incomplete orders

If you receive the wrong product, flavour or quantity, contact us before opening or using the affected goods. Provide photographs of the received item, product label and packing materials. We will compare the information with the order record and provide the appropriate next step.

8. Return shipping

Do not send a return until it has been authorised and the return method has been provided. We may reject responsibility for a parcel sent without authorisation, to the wrong address or through an unsuitable method, except where this would conflict with applicable law.

Where goods fail a consumer guarantee, reasonable return costs will be handled as required by Australian Consumer Law. For an approved change-of-mind return, the customer may be responsible for return delivery and for ensuring the parcel is suitably protected and trackable.

9. Refunds

When a refund is approved, it will normally be issued to the original payment method. We will confirm the amount covered. Banks and payment providers control the time taken for the refunded amount to appear after processing.

Refunds do not cover losses or costs that are not required by law or expressly approved by us. Nothing in this paragraph limits compensation or other remedies that a consumer is legally entitled to receive.

10. Order cancellations

Contact us as soon as possible if you need to request cancellation. We will try to assist, but cancellation is not guaranteed after payment, packing or dispatch. If an order has already shipped, the applicable return rules will apply.

11. How to make a request

1. Contact us by email or WhatsApp.
2. Provide the order number and affected product.
3. Explain whether the issue is damage, fault, wrong item, missing quantity or change of mind.
4. Attach clear evidence where reasonably available.
5. Wait for return, safety or disposal instructions before taking further action.