Refunds and Returns Policy

At vapevapevape.co.uk we want you to be happy with everything you order. If you have changed your mind, or if your order arrives incorrect, damaged or faulty, this policy explains what you are entitled to and how to arrange a return.

This policy sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy reduces or replaces those rights.

All products sold on this website are age restricted. You must be 18 or over to buy from us, and we can only process a return or refund for the account holder who placed the original order.

1. Order Cancellations

You may cancel your order within 14 days of the day after you receive your goods, in line with UK consumer protection law.
If your order has not yet been dispatched, contact us and we will cancel it and refund you in full.
If your order has already been dispatched, you must return the goods to us unopened, unused and with all seals intact, within 14 days of telling us you wish to cancel.
Once we receive and inspect the returned goods, we will refund you to your original payment method. Refunds are processed within 14 days of the goods reaching us, and usually much sooner.
Your refund will include the standard outbound delivery charge you paid. If you selected an upgraded or express delivery service, we will refund the cost of our cheapest standard delivery option only.
Return postage on a change-of-mind cancellation is at your cost, unless we have agreed otherwise or issued you with a prepaid label.

Please note: the right to cancel does not apply to sealed e-liquids, prefilled pods, prefilled pod kits or nicotine pouches once the seal has been broken. See Section 4.

2. Incorrect, Damaged or Faulty Goods

Wrong item or damage on arrival

Contact us within 7 working days of delivery using the Returns & Refunds option on our contact page, quoting your order number.
Where possible, include photographs of the item, the packing slip and the outer packaging.
We will arrange a replacement or a full refund — your choice — and we will cover all return postage.
Please keep the damaged packaging until your claim is resolved, as our couriers may need to inspect it.

Faulty vape kits, pod kits and devices

If a device develops a fault within 30 days of delivery, you are entitled to a full refund, a replacement or a repair.
After 30 days, and within the manufacturer's warranty period, we will arrange a repair or replacement in the first instance.
We cannot accept a fault claim where the damage is caused by misuse, accidental or water damage, unauthorised modification, or the use of incompatible coils, pods or chargers.
Coils, pods and batteries are consumable parts with a variable working life. A coil that has burnt out through normal use, or a battery whose capacity has reduced over time, is not considered faulty.

Faulty e-liquids, prefilled pods and nicotine pouches

If a sealed product reaches you leaking, contaminated, past its best-before date, or otherwise not as described, contact us within 30 days. Do not use the product.
We will replace or refund the item and cover return postage where a return is required.

3. How to Return an Item

All returns must be authorised by us before you send anything back.

Contact us first. Select Returns & Refunds on our contact page and give your order number, the item or items concerned, and the reason for return.
Wait for authorisation. We will confirm whether the item is eligible and, if it is, issue a return authorisation together with the correct return address. We cannot guarantee a refund on parcels sent to any other address or sent without authorisation.
Pack the goods securely in their original retail packaging, with all seals intact where applicable, and enclose your return authorisation.
Use a tracked service and keep your proof of postage. Until the parcel reaches us, it remains your responsibility.
We will inspect the return on arrival and email you to confirm the outcome.

Who pays for return postage

Reason for return	Who pays
Wrong item sent	We do — prepaid label provided
Damaged in transit	We do — prepaid label provided
Faulty or not as described	We do — prepaid label provided
Change of mind / cancellation	You do

When you will get your money back

Approved refunds are issued to the original payment method used at checkout.
We aim to process refunds within 3 working days of inspecting your return, and in all cases within 14 days of receiving the goods.
Once processed, it can take a further 3–5 working days for funds to appear, depending on your bank or payment provider.

4. Items We Cannot Accept Back

For health, hygiene and safety reasons, and because of the nature of the products we sell, we cannot accept returns on:

E-liquids, nic salts and shortfills where the outer wrap, tamper seal or bottle seal has been broken.
Prefilled pods, prefilled pod kits and big-puff devices where the sealed wrapper or pouch has been opened.
Nicotine pouches where the can or outer seal has been opened.
Coils, tanks, mouthpieces, drip tips and refillable pods once removed from sealed packaging.
Batteries, chargers and cables that have been used.
Any item returned without prior authorisation, outside the time limits set out above, or in a condition that prevents resale — for example missing parts, missing seals, or damaged retail packaging.

This exclusion does not apply where an item is faulty, not as described, or was sent to you in error, and it does not affect your statutory rights.

Bundles, multibuys and promotional items

Where an item formed part of a bundle, multibuy or promotional offer, the complete bundle must be returned unopened to qualify for a refund.
If a return takes your order below the qualifying threshold for a discount, free gift or free delivery promotion, the value of that benefit will be deducted from your refund, or the promotional item must be returned with the order.

Loyalty points and discount codes

Loyalty points earned on a refunded order will be removed from your account.
Points redeemed against a refunded order will be returned to your account.
A single-use discount code applied to a refunded order cannot be reissued.

5. Undelivered, Refused and Age-Restricted Orders

Where a parcel is returned to us because the delivery address was incorrect or incomplete, or because nobody was available to accept an age-restricted delivery, we will refund the cost of the goods but not the original delivery charge. A redelivery charge may apply.
If we are unable to verify that you are 18 or over, we will cancel the order and refund it in full to the original payment method.
We deliver to UK addresses only. Any order placed for delivery outside the UK will be cancelled and refunded in full.
We reserve the right to refuse or limit returns where we identify a pattern of excessive or abusive return activity on an account.

6. Contact Us

If you have a question about a return or refund, or you need to start one, please use the Returns & Refunds section of our contact page and have your order number to hand:

Registered Office: Vape Supplier Ltd (t/a vapevapevape.co.uk)

We aim to respond to all return enquiries within five working days.

7. Changes to This Policy

We may update this policy from time to time. The version published on this page at the time you place your order is the version that applies to that order.

VapeSupplier Ltd (t/a vapevapevape.co.uk) Registered Office: 33 Bennetts Hill, Birmingham, West Midlands, England, B2 5SN Registered in England — Company Registration Number 10873335 VAT Number GB272938666

You must be 18 or over to purchase from this website.