Juinico Australia wants every customer to receive their order in good condition. Each parcel is prepared with care before dispatch, but if you experience any issue with damaged products after delivery, our support team will review the case and help provide a suitable solution.

Damaged Products

If you receive a parcel and find that any product is damaged, broken, leaking, or otherwise affected during delivery, please contact us within 5 days from the delivery date.

To help us review your case quickly, please include:

  • Your order number
  • A clear description of the issue
  • Photos or videos of the damaged product
  • Photos of the outer packaging, if the parcel was damaged during transit
  • Any other details that may help us understand the situation

Once we receive your request, our team will assess the damage and provide an appropriate after-sales solution based on the condition of the product and the evidence provided.

Possible solutions may include, but are not limited to:

  • Product replacement
  • Full refund
  • Partial refund
  • Store credit or another suitable resolution

All cases are reviewed individually, and the final solution may depend on the damage level, product condition, order details, and available stock.

Reporting Time Limit

Damage-related issues must be reported within 5 days of the delivery date.

Unfortunately, if you contact us after this period, we may not be able to offer a refund, replacement, or other after-sales support, as it becomes difficult to confirm whether the issue occurred during shipping, storage, or later handling.

Returns for Nicotine Products

Due to the nature of nicotine products, we generally do not accept returns for opened, used, or unsealed products unless the item is confirmed to be damaged, defective, or incorrectly supplied.

For safety, hygiene, and product integrity reasons, products that have been opened or used cannot be returned simply because of change of mind, personal preference, flavour choice, strength selection, or ordering the wrong item.

Please check your order carefully before completing your purchase.

Change of Mind

We do not normally accept returns or refunds for change of mind after an order has been shipped.

This includes situations such as:

  • You no longer want the product
  • You selected the wrong flavour or strength
  • You changed your mind after dispatch
  • You found another product you prefer
  • You entered incorrect order details before checkout

If your order has not yet been dispatched, please contact us as soon as possible. We will do our best to assist, but order changes or cancellations cannot be guaranteed.

Incorrect or Missing Items

If you believe you received the wrong item or that an item is missing from your parcel, please contact us within 5 days of delivery.

Please include your order number and clear photos of all items received. Once verified, we will work with you to provide a suitable solution, which may include replacement, refund, or store credit.

Refund Processing

If a refund is approved, it will normally be processed back to the original payment method used at checkout.

Please note that refund processing times may vary depending on your bank, card issuer, or payment provider. Once a refund has been issued from our side, it may take several business days for the amount to appear in your account.

Replacement Availability

If a replacement is approved, we will arrange it based on current stock availability. If the same product or flavour is unavailable, we may offer an alternative product, store credit, partial refund, or full refund depending on the situation.

Return Shipping

In some cases, we may ask you to return the affected item before a refund or replacement can be completed. If a return is required, our support team will provide further instructions.

Please do not send any product back to us without first contacting our customer support team and receiving confirmation.

How to Contact Us

If you need help with a damaged, incorrect, or missing item, please contact us through our website contact page or email our support team with your order number and supporting photos or videos.

Juinico Australia is committed to reviewing each issue fairly and providing a practical solution wherever possible.