Refund policy
Returns
Unwanted products
An unwanted product can be returned for a full refund within 14 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made online.
These regulations don’t apply to anything that has been personalised or to intimate, perishable or time-critical goods.
Please note that we are unable to accept any returned e-liquids or opened coils as this would constitute a health and safety risk due to hygiene purposes.
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
We will refund any postage costs made when puchasing the goods but do not cover the return postage costs for unwanted goods.
The goods must be returned via Royal Mails Signed delivery and a tracking number must be provided to us as proof of postage.
Faulty products
It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible.
If a fault occurs within 30 days of purchase (or Delivery) we can offer to exchange or refund for the faulty product. In all cases we reserve the right to inspect the product and verify the fault.
We may guide you over things to try before offering a refund or replacement, most issues can be fixed at home and are a simple error when setting up, such as coils not seated correct, wrong juices used, wrong wattage used or batteries not inserted correct. We advise checking the manufacturers guide before trying to start a return. If you are able to get video/photo proof of the issue this can speed up the process.
We do not cover faults caused by accident, neglect, misuse, normal wear and tear or juice leakages. (Juice leakage is a resault of wrong wattage / coils / juice thickness). If the product looks damaged we will not cover a replacement or refund.
Should we be unable to find the fault stated we will hold onto the device for 30 days to allow yourself time to arrange postage for it to be returned to yourself or for the product to be collected. We understand that not all faults can be easy to replicate and will take that into account when testing. Some faults that cannot be replicated will still be covered for a refund or exchange.
We cannot offer a refund or replacement on used coils.
We cannot offer pre paid shipping labels for returns but if your product is found to be faulty we will refund the additional shipping costs at the standard Royal Mail rates.
Please Note: Most manufacturers need the serial number that is usually found on the packaging, please keep all original packaging for at least 90 days without this we cannot process a refund or replacement.
Damaged products
If you unpack your product and find it damaged, you can return the product to one of our stores within 48 hours of purchase or delivery.
Refunds
Refunds are contingent upon inspection of item(s) once we receive it. You must contact us within 14 days of purchase date to request refund. Items returned after 14 days will not be refunded. You will be responsible for shipping the item(s) back to us along with the Order Number. Shipping with tracking is highly advise as we are not responsible for undelivered packages.
Missing or Damaged Items
If you find a product missing from your delivery, a fault or damaged item in your delivery please contact at sales@vapourwave.co.uk. Missing, damaged or not required items must be reported within 48 hours of receipt of delivery. Claims outside of the above timescale will not be considered. Your statutory rights are not affected.
Orders cannot be considered lost until after 10 working days, if the order hasn't arrived after 10 working days it will be considered lost and we will either send a replacement or offer a refund.
Next Steps
In order for us to process a return, please contact us via Email, Phone or Facebook during business hours.