Refunds & Returns
All our shipments are fully tracked with a tracking number.
We will provide tracking numbers on request. If your shipment is lost please inform us within 7 days. After 7 days there is nothing else we can do to track the shipment.
NON FAULTY GOODS
If you have had a change of heart you must return the item to Vape360 UK unused and in its original condition within 7 days for a refund (online customer only)
Each returned product must include all parts, accessories, instructions and packaging, etc.
This includes items such as cable ties and plug covers.
Please note that if security seals are broken or if blister packaging/original packaging has been opened then the product is not in its original condition, therefore you will not be refunded including any postage cost incurred by the customer/yourself Please contact a member of our Customer Services team on 01614777111- 01618811002 (or email orders@Vape360.co.uk) and they will instruct you on how and where to return the items.
All you pay for is the postage cost of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address.
We do not accept responsibility for products lost or damaged in the post. We regret that we cannot accept returns on the following non-faulty products:
- The products(s) has/have been personalized, made to order or customized in any way.
- The packaging or any of the individual product components, has been unsealed or damaged.
- The product(s) is/are perishable.
- The non-faulty product does not arrive at Vape360 Uk in a resalable condition.
In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs. Vape360 also offers a credit return policy. This applies to any non-faulty product (as mentioned above) that we cannot refund (for any reason mentioned above). Vape360 UK will be more than happy to receive any non faulty package back and offer you credit of the equal amount to spend on any other Vape360 products you/customers may wish. This does not apply to faulty products. Please see below for our returns policy on faulty products.
Vape360 UK reserves the right to make a choice regarding refund depending on the case and situation surrounding it. For any refunded item there will be a £6 administration charge
FOR FAULTY GOODS
If the product you have ordered is faulty you have 7 days from receiving goods in which to return it.
Parcels or items damaged in transit must be verbally reported to Vape360 Uk before 3.00pm the next working day following delivery, and also by email within 3 days.
Please contact a member of our Customer Services team 01614777111/01618811002 (or email orders@Vape360.co.uk) and they will instruct you on how to return the items to us and issue a Returns Authorization Code. Failure to do this will delay your return being processed.
You are also required to complete a Returns Form (see ‘warranty’ link at the bottom of the website homepage) and return this with your order. When returning faulty items we may still ask you to return goods yourself. On receipt Vape360 Uk will repair or replace the product in it’s entirety, or by replacing the faulty component(s). We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery).
NO REFUNDS ARE POSSIBLE FOR ANY PRODUCT WHICH HAS BEEN OPENED AND / OR USED.
We will repair / replace any defective components which are under warranty but under no circumstances are refunds possible for any product which has been opened and or used in any way. If the deadline for reporting parcels damaged during transit is not met we regret that we will not be able to issue a refund or replacement goods. We will not confirm that we have received your return. After receipt of your goods we aim to issue replacements / refunds within 7 working days. The cost of your gift will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing. This returns policy does not affect your statutory rights. we do not store credit card details nor do we share customer details with any 3rd parties”
FOR SHOPS / OUTLETS
- Without Receipt we cannot accept any return item or entertain a customer for warranty
- All our Mods, Batteries , chargers come with 28 days warranty
- Atomisers, clearomisers, Tanks come with dead on arrival guarantee and for hygiene purposes no company take them back, you have 48 hours to report any fault on them, most of the basic ones are disposable and last usually 2-6 weeks depending upon use
- No return on disliking the products in working order
- No returns on E-liquids purchased due to hygiene reason
- Reward / Loyalty / Discount vouchers are redeemable with liquid purchased only and can not be used along other offers
- No Return on Product opened and not in original packaging
- No Exchange/return/ refunds for short circuit kits
- No Exchange/ refunds for personal likes and dislikes of product once opened and used
- Due to Hygiene reasons E-Liquids, mouthpieces & coils do not have warranty