Refunds & Returns | Vape Online Store

Shipping Policy

• All our shipments are fully tracked with a Royal Mail tracking number

• Tracking numbers are available upon request.

• If your shipment is lost, you must notify us within 3 days of the expected delivery.

• After 3 days, we will be unable to assist further as Royal Mail will no longer be able to investigate.

Returns Policy – Non-Faulty Goods

If you have changed your mind about a flavour or product brand, you may return the item to Vapeonlinestore.co.uk under the following conditions:

1. The item must be unused, in its original condition, and returned within 3 days of delivery for a refund (online customers only).

2. Each returned product must include all parts, accessories, instructions, and original sealed packaging.

3. Products with broken security seals, opened blister packs, or unsealed packaging cannot be refunded, including any postage costs incurred by the customer.

Please contact our Customer Service Team at 07903 088293 or support@vapeonlinestore.co.uk for return instructions.

• Customers are responsible for the postage cost of returns.

• For high-value items, we recommend Royal Mail or DPD signed delivery to ensure the package is insured against loss.

• Returned goods remain your responsibility until signed for at our return address.

• We do not accept responsibility for products lost or damaged during return transit.

Non-Refundable Returns:

We cannot accept returns for non-faulty products if:

• The product is personalised, customised, or made to order.

• The packaging or product components are unsealed or damaged.

• The product is perishable.

• The product is not in a resalable condition.

If a product is non-refundable:

• We will contact you to arrange the return of the product at your expense.

• Alternatively, we can offer store credit for the value of the returned product, which can be used for future purchases on Vapeonlinestore.co.uk.

Returns Policy – Faulty Goods

If your product is faulty:

1. You have 3 days from delivery to report the issue and request a return.

2. Items damaged in transit must be reported verbally by 5:00 pm the next working day and via email within 3 days.

3. Contact Customer Service (07903 088293 or support@vapeonlinestore.co.uk) to obtain a Returns Authorisation Code.

4. Provide the return parcel receipt with tracking for us to verify and update your return status.

Important Notes:

• No refunds are possible for any opened, used, or good-working products.

• We will repair or replace defective components under warranty but will not issue refunds for opened items.

• If damage in transit is not reported within the deadline, we cannot provide a refund or replacement.

• Refunds or replacements are typically processed within 2 working days after we receive the returned item.

• Refunds to your original payment method may take up to 3 working days to appear.

This policy does not affect your statutory rights.
We do not store credit card details, nor do we share customer details with any third parties.

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