Faulty or Dead-on-Arrival Devices
If an HQD disposable, pod kit or pod arrives faulty or dead-on-arrival, contact us within 7 days of delivery via our contact page with your order number and a description of the fault. We'll arrange a replacement or refund once the fault is confirmed.
Change-of-Mind Returns
For hygiene and safety reasons, opened or used HQD vapes, pods and disposables cannot be returned for change of mind. Unopened items in original, undamaged packaging may be eligible for return within 14 days of delivery, contact us before sending anything back, as returns sent without prior approval may not be accepted.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Products come with guarantees that cannot be excluded, including the right to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage.
How Refunds Are Processed
Approved refunds are returned to the original payment method within 5–10 business days of approval. Shipping costs on faulty items are covered by us; return shipping on change-of-mind returns is the customer's responsibility.
Starting a Return
To start a return or report a fault, reach out via our contact page with your order number. For delivery timeframes on a replacement order, see our shipping and delivery page.