Refunds And Returns

Refunds And Returns Policy

Refunds and Returns, if you change your mind about your purchase, please return it in its original condition and we will exchange or refund it for you.

This should be within 14 days of receiving the order if the item is not faulty. The item has to be in original packaging, undamaged and in a sellable condition to be considered original condition.

We will reimburse you back to the original purchase method once the item is returned. This includes items that were purchased at a deal or clearance sale.

What can’t be returned?

Unless faulty or not as described, the below items are not included in our goodwill returns policy.

• Coils
• Opened bottles of liquid
• Personalised products

This does not affect your statutory rights.

Terms and Conditions

• If you happen to have changed your mind about an item, you can return it, provided that it is in sellable condition, for an exchange or refund. Unless faulty this should be done within 14 days of receiving the item.
• We will refund back to original method of payment; this includes any items on sale.
• Unwanted items when we mention sellable condition we expect this to mean;
  1. Original packaging
  2. Undamaged (excludes normal examination of the product as you might have done in store)
• For online and telephone orders items we will refund delivery provided all the order is returned. If you are returning some of your items, then we will only refund the total cost of the returned items.
• This does not affect your statutory rights

Payment Methods and Refund

When returning an item, the chosen payment method at the time of the purchase of your item will determine how your refund is processed.

Credit / Debit Card – Your refund will go back to the same card you purchased on.

Gift-card or Online Credit – This credit will be added back onto your account and will be available to use against your next purchase.

Returning a non Faulty Product

You will be pleased to know that you are covered by the Consumer Contracts Regulations when you shop with us over the phone or online. These regulations will allow you to cancel your order if the goods aren’t what you expected. We all make mistakes at some point in our lives.

Up to 14 days after delivery, this regulation allows you to return an item. You need to make sure you look after the product during this time. When returning items to us, they have to be in a sellable condition and include original packaging.

You’ll be refunded back to your original payment method including postage. We will process your refund as soon as the item has come back to us. It can take up to 5 days for your bank to transfer the funds to you but this is bank dependant.

To find out how to return to us free of charge please contact us with your order number or email address at 0208 133 2434 or email us at hello@vapepals.com

These regulations do not apply to coils or juices as these are perishable items and also doesn’t apply to items that have been personalised.

This doesn’t affect your statutory rights

Returning a Faulty Item

Sometimes there are manufacturing defects in items that stop them from working. The minimum of fuss and time for our customers is what we like to make sure this is resolved with.

There is a 6-month warranty on our products, not including coils and liquids, in the unlikely event that your item stops working. During this time, we can offer refunds or exchanges on faulty items.

If you contact us at the support by phone, email or online chat we can go through any fixes for the item and make sure with you that the item is faulty, we don’t want you to send something back when it may have been

We will send over the details on how to get the item back to us along with the free returns postage label once we have made sure the item was not faulty.

The above does not apply to coils and juices as these are perishable items.

International Returns

Please refer to returning and item not faulty and also faulty for terms of returns.

Posting back an international return

Please contact us if you wish to confirm the return before posting an item back to us. If you incur any postal charges to return the items, we will give you a full refund. It is possible that the amount paid in exchange rates will be different than the amount paid in sterling.

The refund will be completed within 4 days of the item being received back to us.