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Refund and Returns Policy

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We remain dedicated to providing excellent customer service. Of course, this also applies to how we interact with customers in relation to our return policy. Please read the following carefully, familiarise yourself with our return policies, and get in touch with us if you think we can assist you with your return-related question.

Please be aware that we are happy to issue a refund if the items delivered are not as described or are defective and fall within the parameters listed below. If you are not entirely satisfied with your purchase, we’re here to help.

If you have an issue or query regarding your order, please email us on [email protected]. A member of our team will be in contact with you to resolve your issue or provide further information on how to return the item/order to us.

Unwanted Items

  • – You have 30 days from the day you received your order to return any unwanted items or entire orders to us.
  • – Your item must be new and unopened, and it must also be in the same condition that you received it.
  • – The original packaging for your item must be present.
  • – If you have an issue with any items received, you must let us know by emailing [email protected] within 14 days of receiving your item(s).
  • – If approved, the returned items must be received within 14 days of approval.

Please take note that we cannot accept returns for e-liquids, vape kits, disposable e-cigarettes, and refill pods that have been opened unless they are deficient for health and hygiene reasons.

Information like; may be among the different types of data we gather about you:

  • – Your email address
  • – Your address
  • – Telephone number
  • – List of your computer’s specifications (i.e., your IP address)
  • – Details about your usage of our website
  • – Details relating to your mobile device (such as your geographical location)
  • – Based on the items you have already purchased, information about your chosen products

Return policy for Disposables

We will no longer provide any warranty coverage for disposable e-cigarettes for the following reasons:

  • – Disposable devices are consumable, oral products, so for hygiene reasons, we are unable to accept them as returns for inspection.
  • – Due to the aforementioned hygiene concerns, we are unable to verify claims of poor taste, and any remaining warranties will no longer apply.
  • – Every puff count is a proposal from the manufacturer and not a guarantee from us.

Return policy for E-Liquids

Starter kits, tanks, mods, and other items that must be returned must be in their original packaging so that the serial numbers can be verified. Without it, products are not returnable.

We are unable to tell if e-liquids have been altered or doctored, so we cannot accept returns of any e-liquids, regardless of whether they have been used, opened, or are still sealed, unless we sent the wrong liquids when we processed your order. We do not accept e-liquid returns because a customer simply doesn’t like the taste.

To ensure that you get the most out of your vaping experience, we advise customers to buy new e-liquid flavours in smaller quantities (such as a 10ml bottle) to prevent wastage if they don’t enjoy the flavour. Customers would of course be free to purchase larger bottles or orders as needed once they had tried the new flavour.

Our policy is to cover the cost of postage via Royal Mail Recorded Delivery Only if returning an e-liquid to us because of a mistake on our part in selecting your e-liquids. We only cover the cost of return shipping by including additional e-liquids of equal or greater value. Until we reimburse as described above, the customer is responsible for paying the initial return postage costs. Even though it’s uncommon, if your e-liquid order arrives damaged, please contact us right away so we can arrange a replacement for you as soon as we can.

Faulty Items

Please email us about your order or the problem you are experiencing if you believe an item, you received is faulty or you are having issues with a product you bought. A team member will help in solving the issue or give you the required return forms. Any issues regarding faulty items must be raised by emailing [email protected] within 14 days of receiving the item(s).

Please Note: Email must be used to log all returns, whether they are for defective or unwanted goods. Unauthorised returns will regrettably not be accepted.

Shipping Information

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once a return has been approved by the customer services team, you will be provided with the return address.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days. Depending on your card issuer’s policies, you should receive the credit within 3-5 working days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Contact us at [email protected] for questions related to refunds and returns.

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