Refund & Return

At Alibar, we’re committed to doing right by our customers. All returned products are assessed for faults, and remedies are provided in line with our obligations under the Consumer Guarantees Act (CGA) and Fair Trading Act.

Return
Refund

Return process

important information

  • Order Number
  • Full Name
  • Address
  • Phone Number
  • Reason for Return

We’ll get back to you as soon as possible. A member of our Customer Care team will call to confirm the product details, fault description, and how to send the item back. Please wait for approval before sending anything back to us. Once approved, we’ll send you a return ticket.

Sending your return

Once approved, repackage the item carefully, including all original parts, packaging materials, and instructions, along with a copy of your receipt. Everything should be returned exactly as it was sent to you.

Please note:

  • Poor repackaging or returning damaged merchandise may result in your return being refused.
  • Do not use a regular envelope — items can be lost or damaged, and envelopes are not tracked.
  • Use a padded parcel bag and a tracked courier service. We are not responsible for returns lost in transit.
  • A copy of your original receipt must be included for the return to be considered.

After we receive your return

Once received in satisfactory condition, we’ll assess the product and the described fault. From there, one of two things will happen:

  • If a manufacturing fault is confirmed, wewill initiate a refund within 10 business days of receiving the item. No refunds will be issued for damage caused during postage or transit.
  • If the fault is not covered under the manufacturer’s warranty, or is found to be a settings or usage issue, our Customer Care team will advise you accordingly — and may work through this with you over the phone before any item is sent back.

Processing your refund

Once a refund has been initiated, please allow 5–10 business days for it to be processed. Refunds are issued back to the original payment method used at the time of purchase.

refund policy

We will accept returns and offer a replacement, repair, or refund where:

  • The product is faulty, defective, or not of acceptable quality
  • The product or service differs from its description (e.g. on packaging or in advertising).
  • The product doesn’t match the sample or model shown at point of purchase.
  • The product is not fit for a purpose you made clear at the time of purchase, and you can provide proof of purchase.

Please note: Sales are generally final unless the item breaches a guarantee under the Consumer Guarantees Act. Alibar will always act in accordance with this Act.

Alibar is not required to offer a refund or exchange if

  • You change your mind
  • Your circumstances change
  • You find the product cheaper elsewhere

Any cosmetic damage must be reported within 48 hours of delivery.

Our team may request photos or videos of damaged or defective items before a return is approved. We may also reach out with troubleshooting steps if we believe the issue can be resolved without a return.

Unused & unopened products

Alibar will only accept returns for products purchased directly through our website or retail stores. Proof of purchase is required.
You have the right to return any new, unused item within 14 days of receiving it, for a refund, without needing to give a reason. To do so, contact our Customer Care team or speak with a store manager.

  • Refunds will exclude shipping costs
  • The return must be received by Alibar within 14 days of notifying us
  • Return shipping costs are your responsibility
  • No refunds will be issued for items returned after the 14-day window

Due to health and safety reasons, Alibar cannot accept returns on batteries or e-liquid. Refunds are only issued for new, unused devices and products. If the tamper-proof seal has been broken, we are unable to accept the return.

Promotional items

For returns on promotional purchases, all items included in the promotion must be returned. If a promotional item is not returned, its value will be deducted from the refund amount.

If you originally received free shipping and choose to return a non-defective product, the original shipping cost will be deducted from your refund. All shipping costs are non-refundable.

Price adjustments

Alibar will honour price adjustments within 14 days of purchase with valid proof of purchase. Holiday specials, promotional sales, and clearance sales are exempt. Price adjustments are issued as store credit.

We reserves the right to send products to a manufacturer’s repair agent for assessment. If a product is found to be faulty, not fit for purpose, or not as described, our team will offer a repair, exchange, or refund.

Without valid proof of purchase, Alibar reserves the right to decline a refund or exchange.

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