Our policy philosophy
Truly, all we want is for you to be happy. We know that by treating our customers right and keeping you informed we can grow from a small online store into something amazing.
These policies exist to inform you of how our sales are carried out and to protect Session Eleven from scammers. We review every return on a case-by-case basis to ensure we can fix any issues efficiently and effectively.
We must be thorough in identifying issues so that we can rectify them, learn from them and ensure they don’t happen again. If there’s an issue with your order we will do everything in our power to make things right for you.
Under Australian Consumer Law, you're entitled to a replacement or refund if there is a major problem with your purchase. If the problem is minor you are entitled to a repair of the product.
If nothing is found to be wrong with a returned product you may be liable for a restocking fee equal to 15% of the items value. This fee covers shipping, inventory carrying costs and packing costs associated with the order.
If you have used the product for a very long time or in an abnormal way you are not entitled to a return under Australian Consumer Law.
If there are unique circumstances surrounding your return which conflict with these laws it's still worth getting in touch with us. Regardless of whether we legally have to or not, we want to help our customers.
To lodge a return, please fill out our Returns Form.
A simple change of mind does not entitle you to a repair, replacement or refund under Australian Law.
However, under very strict circumstances we are happy to accept a change of mind return in exchange for store credit only.
Change-of-mind returns must be:
- Brand New
- Completely unused
- In it's original packaging
- Returned within 14 days of purchase
Unfortunately, we can’t accept returns of used vaporizers as they represent a health risk to anyone else who would use it.
For change of mind returns, you will be liable for a restocking fee equal to 15% of the order value. This is used to compensate for shipping, handling and storage costs associated with the orders we send. This fee will be deducted from the store credit total.
To lodge a change-of-mind return, please fill our Returns Form.
All of our products have warranties and they vary between brands and models. For warranty information on a specific product see the relevant page listed below.
We can’t fulfill your warranty without proof of purchase, so make sure you have your order number, an email or a receipt.
We are capable of satisfying manufacturer warranties for you. We may ask you to fulfill some parts of this process in order to make it as smooth as possible (such as shipping to the manufacturer.)
All returned products are thoroughly examined to identify the fault and try to reproduce it. If a product is working to the manufacturers specifications then they will not be eligible for warranties.
If nothing is found to be wrong the product it will be returned to your address. In this case you may be charged a restocking fee which is used to compensate for shipping, handling and storage costs associated with the orders we send.
For a warranty claim, or for any other queries, please get in touch with us at firstname.lastname@example.org