Delivery and Returns

How do I return an order?

At Vape.co.uk, we believe returns should be simple and hassle free, that’s why we don’t have long returns forms or complex processes. To return an order, simply email helpers@vape.co.uk with the subject RETURN and your order number. Alternatively, you can organise a return with our online Helpers via our Live Chat service 8am – 8pm 7 days a week.

Can I exchange?

As long as your return fits within the below criteria, you most certainly can exchange for another suitable product. Similarly, we can give you an e-voucher to use whenever you like!

Can I cancel my order, if so, how?

Ordered something by mistake? No longer want to quit smoking? (We hope not).

You can of course cancel your order for a full refund. If you can catch your order before it is dispatched, we can cancel this and process a refund with will be back with you within 1-5 working days.

If your order has dispatched, unfortunately this means your items are no longer with us and will be delivered to you. In this event, please contact us and do not open the parcel or use the items. We can then arrange a return for these items where a full refund will be processed once we have them back.

Returns T&C’s

1. Vape.co.uk is committed to, where possible, reducing negative effects on the environment and for such reason has taken the decision to not include returns forms to reduce paper waste.

2. We have a 30 day returns policy where products can be returned to Vape.co.uk if you change your mind. This is subject to the item being in complete original form and packaging. An item being returned must be unopened and unused including the cellophane film which contains the serial number where applicable.

3. Once we receive your item and inspect that it meets the above standard, we will process a full refund immediately. Allow 1-5 working days for this to appear on the payment method you originally paid with. If a product received is damaged or does not work as it should, we will issue a refund despite the product being opened.

4. Vape.co.uk will not pay for the cost of returning a product where the customer does not like the product or changes their mind under their statutory rights as a consumer.

5. Situations where Vape.co.uk will pay the cost of a return;

• • The item received is damaged on delivery
  • The item does not function in the way it should as described by the manufacturer, including any product that won’t switch on.
  • The item is the wrong item that was ordered.

6. We recommend that if you are returning an item you have purchased, the quickest way to get a replacement is to purchase the product again and then once we receive your item and inspect it, will issue a refund for the original purchase.

7. Vape.co.uk is not responsible for any delays in delivery that is outside of our control, including but not limited to; courier strikes, lost items by our delivery agent, adverse weather conditions, delivery agent ceases to exist as a business.

8. We will refund you where applicable under these terms via the payment method you used to make the purchase with. Vape.co.uk reserves the right to refuse a refund at our discretion so long as this fits within the law and does not affect your rights as a customer.

9. Sale/clearance items CAN NOT be returned under any circumstances.