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Payment, Delivery & Returns - Full Terms & Conditions

Payment, Delivery & Returns

Terms & Conditions

This Agreement confirms acceptance between the parties and supersedes all previous agreements and understandings. By purchasing from us, you agree that you have read in full the below terms and conditions. At any time before the Goods are despatched, we may decline to supply the Goods to you without giving any reason. Orders will be fulfilled in full where possible; any shortage will be notified to you prior to finalizing your order. 

The term “Goods” refers to the products you purchase from us on our Vape Store Direct Website. The term “you”, “customer” or “buyer” refers to the person or group placing and making payment on the order. The term “We”, “Us” or Seller” refers to us, Vape Store Direct and Staff. “Manufacturer” is the term for the respective company who has produced the product. The term “Courier” refers to the company responsible for delivering your goods to you. These terms and conditions have been set out for use only in the English language, any variations, discrepancies or conflicts from resulting from translation will be superseded by this original English version.

1. Price and Payment

1.1. The price payable for the Goods that you order is clearly set out on the website.

1.2. The price of the Goods does not include the delivery charge which will be charged at the rates applicable on    the date you place your order. This will be displayed on the checkout page of our Website before we ask you to pay.

1.3. Prices include value added tax (“VAT”). If your delivery address indicates that you reside outside the United Kingdom, VAT will be deducted at the payment point. Any other charges or fees such as Import Tax and Duty are the responsibility of the customer. We are not liable and will not cover further costs should there be any additional charges, including through customs.

1.4. It is you, the customer, who is responsible for ensuring that the Goods you are ordering are not prohibited for sale and import into your country of residence. Orders which are destroyed or confiscated by couriers or Customs will not be covered and no refund shall be issued. Each country has a range of prohibited products and it is your duty to check with your local governing body before committing to a purchase. Should you make a purchase with us, we assume you have checked and you are accepting full responsibility for your order.

1.5. Payment charges by the receiving bank on payments to us will be borne by us. All other charges relating to payment in a currency other than pounds Sterling will be borne by you.

1.6. If, by mistake, a human error occurs and there is a pricing error on our site where we may have under-priced Goods, we reserve the right to cancel all orders and will not be liable to supply that those Goods to you at the stated price. We will notify you that the order has been cancelled. If Goods are overcharged, any affected customers shall receive a refund of the difference.

1.7. If we owe you money for reasons such as cancelled orders, faulty items and returns, we will credit your account or issue a store voucher for the value due as soon as reasonably practicable. In any event, payment will be made no later than [14] days from the date when we accept that a repayment is due. For returned faulty items, these will be inspected first before any judgement on applicable refund can be made.

2. Security Of Your Payment Details

2.1. We take care to make our website safe for you to use, no payment details are stored on our site.

2.2. Card payments are not processed through pages controlled by us. We use one or more online payment service providers who will encrypt your card or bank account details in a secure environment. You can view each payment provider’s full policies by visiting their page directly.

2.3. We will securely store your address details and contact details for your orders. This is for us to see your purchase history and also for our courier services so we can ensure your orders are dispatched to the correct address and that you receive notifications for your order. 

2.4. By placing an order and agreeing to these terms and conditions, should there be an issue with delivery, you are agreeing for the courier to contact you using the details provided.

3. Cancellations & Refunds

This link and the following paragraph apply if you buy as a consumer, as defined in the Consumer Rights Act 2015 (https://www.gov.uk/government/publications/consumer-rights-act-2015/consumer-rights-act-2015). Provided the Regulations apply to the transaction concerned, then all the following terms apply to the contract.

We do not offer refunds or exchanges on the purchase of Gift Cards or Vouchers. Gift Cards and Vouchers do not have an expiry date and can be used on any purchase at any time. You cannot redeem a Gift Card or voucher balance after an order has been placed. Discount codes have no cash value and cannot be redeemed for credit.

3.1. You have 14 days “Grace Period” should you change your mind about your purchase. Should the Goods no longer be required, you will have [14] days to return them back to us once you receive them. They must be returned in the same new, unopened and unused condition that they were in when dispatched. You must tell us that you wish to cancel. You must also send the Goods back to us within that same 14 day period. Proof of postage for returns is required. Returns must follow and adhere to all points set out in point 6. Returns.


If the product is opened, used or damaged during this 14 day period, you will not be able to return the Goods. In the instance of opened packaging to inspect the product, we may offer to accept this back and issue a partial refund or credit as long as the item remains unused. Such exceptions will be decided on a case by case basis. This does not affect your statutory rights.

3.2. You have 30 days to return Faulty Goods for inspection and receive a repair, replacement, refund or store credit. The refund may be directly back to your payment method or issued as store credit for future transactions. Refunds will only be issued where the fault is a manufacturing fault. If the fault is found to be apparent due to 3rd party damage, misuse or neglect, this will not be covered by any warranty.

3.3. A repair may be offered on your faulty item where applicable. If the repair fails or is not possible, a refund can be requested as above in 3.1 + 3.2.

3.4. Goods which have been: personalised, have tamper seals, are perishable such as coils & pods or dated Goods such as e-liquids, hygiene products or sealed products are excluded from the Consumer Rights Act & Distance Selling Regulations. We will still review each return request on a case by case basis as set out in point 3.1. You are still fully covered should the Goods you have purchased have a manufacture fault.

3.5. Orders can be cancelled at any time before they are dispatched. If your order is booked out and not yet collected by the courier, we may be able to cancel the shipping label to avoid shipping charges. If it is too late to cancel your order and it has been fully shipped, you must wait for the item to be delivered then return it back to us within [14] days as stated in 3.1. 

3.6. We are not able to refund postage costs for shipped orders or cover shipping charges where the shipping label has not been able to be cancelled due to unrealistic time constraints, see 3.7 for more information.

3.7. Cancelled orders must be notified to us 1 hour before the daily courier collections at 4pm. This gives us enough time to ensure the order can be cancelled successfully and avoid shipping charges. If you cancel with less than 1 hour notice, shipping charges will still be incurred and deducted from your refund or credit.

3.8. If your Goods do not arrive, we will investigate with the courier and issue either a replacement order or a refund subject to stock availability. If the order is a tracked order and it is confirmed as delivered to your property by the couriers, no further action will be taken.

3.9. If Returned Goods do not arrive back to us, we will refuse any claim or refund request until they products are delivered to us successfully. We strongly recommend using a tracked service when returning Goods to ensure it is not lost. Once we receive the Goods, they will be inspected and a refund, replacement, repair or store credit will be issued as long as the return meets all of the return criteria as set out in point 6. Returns. Proof of postage for returns is required.

3.10. If the Goods are incorrectly described or you receive the wrong item, please contact us so we can rectify this. We will get the correct Goods dispatched as soon as possible and cover return postage for incorrectly received items and for incorrectly described items we will cover return postage or may offer a discretionary refund or partial credit.

4.  Liability For Subsequent Defects

All Goods must be examined immediately when you receive them. If you do not tell us about any defect or problem within the first [30] days of receipt, it shall be acknowledged that you have accepted them.

4.1. For damaged deliveries, we will require photographic proof and may request the item to be returned to us. We shall issue a repair, replacement, refund or credit note subject to stock availability and the nature of the damage. We will cover damage by the courier, but not in the instance where the damage has occurred on your property or by members of your household, this includes pets.

4.2. Defective Goods upon receipt must be returned within [14] days as set out in point 3.1. If your Goods developed a fault over time but within [30] days of receipt, you must return them to us still within 14 days of notifying us of the issue.

4.3. Please ensure the product is defective before contacting us. Carefully read the instruction manual for correct use and check that the product is assembled correctly and the appropriate provisions such as power are on/charged and active.

4.4. All returns whether for Grace Period reasons or Defective in nature, must adhere to the returns process set out in point 6. Returns. 

We must be notified of all returns and the returns process will also be referenced in our correspondence.

4.5. We are not liable for any return or refund if failure to follow the returns process makes it impossible for us to process your return. This includes:

  • Missing or incomplete items.
  • False claims or non-faulty returns.
  • Incorrectly returned items (items not sold by us, or not the item which was supplied). Attempting to switch your old used product for the identical newly purchased one is fraud and will not be tolerated. 
  • Missing identifiable information relating to you and the order. If you do not include your order reference or details we are unable to link it to you and your account.
  • The return does not arrive to us. Proof of return postage is required, without this it is impossible to track your return in the mail.

5. Delivery

5.1. All orders are dispatched same day or next working day once payment has been successful. Orders are not dispatched on Bank Holidays but will still be processed. We will notify you once your order is dispatched. Saturday and Sunday are not considered working days.

5.2. Deliveries will be made by the Courier to the address you provided in your order. We are not responsible for incorrectly entered details on your order; you must ensure that you review your details before submitting your order. 

5.3. Someone needs to be present to accept the delivery, especially for signed and tracked shipping methods. Signed and tracked deliveries must be signed for upon receipt. This can be by you, a family member or friend, or a nominated individual. If no one is at the address when the delivery is attempted the Goods may be retained by the driver.

5.4. Some orders are signed for by the Driver under Covid secure regulations, social distancing and to keep contact between them and you to an absolute minimum. Royal Mail especially will confirm they are at the correct address/recipient location and sign using the “XP1” code on your behalf. This confirms they have carried out the correct checks and the parcel has been delivered successfully. DHL take photographs of the location using their scanners.

5.5. Orders should arrive in good time from date of dispatch. DHL is usually next day unless you miss the first delivery attempt, Royal Mail in most instances is around 2-5 working days. Delivery can take up to 10 working days. Sometimes this can be even longer during peak times such as Christmas.

5.6. To avoid disappointment, order in good time. Allow enough time for the Couriers to do the delivery, especially at peak times. 

5.7. Ensure you select the best delivery method. If you choose economy but still expect it to be next day delivery this will not be possible. We will ship using the method selected at the checkout.

5.8. If an order cannot be delivered for any reason, you will be notified and the order cancelled and returned back to us. Any orders returned in this fashion will be refunded minus shipping costs.

5.9. When your Goods arrive, it is important that you check immediately the condition and quantity. If your Goods have been damaged in transit, you must refuse the delivery and immediately contact us so that we may act quickly to minimise your inconvenience. Signing “Unchecked” or “Not Checked” is not acceptable.

5.10. If we agree with you to deliver on a particular day or at a particular time, we will do our best to comply but no time given is to be treated as contractual. We are not liable to you for any expense or inconvenience you incur on account of delayed delivery or non-delivery. 

5.11. If you are not in and missed the delivery, we will do our best to help arrange re-delivery. Usually re-delivery is free, however if further costs are incurred they are borne by the customer.

6. Returns

All Returns must adhere fully to the criteria as set out below. This ensures we can process all returns in an efficient and timely manner. Failure to follow these requirements results in delays to your return application and affects other customer returns as well.


Returns which do not comply to the below guidance will be given lower priority during processing. If there is missing information which makes it impossible to identify a return, this will be put to one side and disposed of after 6 months if it is not claimed. Returned Goods which have been disposed of in this manner will not be subject to any refund or replacement of any kind.


Vape Store Direct is responsible only for the items purchased on our site; any additional claims relating to loss or damage to other persons or personal possessions will not be accepted or honoured. Such claims must be taken up with the respective manufacturer.


In instances where we offer to cover the postage costs, it will be honoured on the courier service that we select and return method that we request during the return process. If you choose to return using another courier or postage option, you will be liable for all return postage costs.

6.1. All return requests must be submitted by email or through the site directly. You will need to supply us your Order Reference Number and outline the nature of your return request. You can do this from the “Account” tab on the homepage. We will then respond as soon as possible and authorise the return. We do not accept returns unless there was an error or defect in the Goods at the time of purchase, or we have agreed in correspondence that you may return them.

6.2. Unfortunately we do not cover return postage; you’ll have to pay for the return. The only exceptions are if the item was received damaged, faulty, incorrect or not as described. In such cases where it may not have been as described and it is not detrimental to the operation or use of the product, a partial refund or credit may be offered in resolution or the return of the product will be requested instead.

6.3. Once your return is approved, you must send it back to us within [14] days. Returned Goods will be inspected by us when they arrive here, please ensure your return is packaged safely and securely. 


Items will be checked for their overall condition, authenticity, damage, missing parts and any signs of misuse. Serial numbers will be cross referenced also to ensure the same item dispatched is the same product being returned.

6.4. Products must be returned in the same condition they were dispatched, this especially includes sealed products. If you wish to return such Goods, they must be new, unused and still sealed. Opened/used products may not be issued with refunds, credit notes or replacements. Customized or consumable/perishable Goods are also excluded. This does not affect your Statutory Rights.


Items which have become faulty within the first [30] days can still be returned but must be returned within [14] days of notifying us of the issue.


Items received damaged must be refused at point of delivery or signed for as “damaged” and we must be notified immediately and no later than [14] days. Failure to do so will mean we are unable to assist you.


In all the above cases, we may opt to issue a repair, replacement, refund or credit note (subject to stock availability) depending on the nature of the item. This will be at our discretion and advised to you during the return process.

6.5. Returned Goods which are received by us not as described in the return slip, which may have been, but not limited to; being used, open, not faulty, 3rd party damage, misuse or neglect, missing parts, items not sold by us, or any signs of switching an old product for new, consumable or perishable, or customized will not be accepted and the return will be refused and denied.

  • In the case of New but Opened, we may consider still honour a partial credit or refund minus costs for loss of value to the item. 
  • Consumable parts, perishable Goods and customised Goods are also excluded from any returns process

6.6. You must fill in and include in the parcel our return slip. This must be filled in correctly with your details so we can identify your return. If you do not have a printer, do not worry, you can write the information manually and include that note.


A hand written Return Slip MUST contain: 

  • Your Name
  • Contact Number or Email Address
  • The name of the product(s) and quantity you are returning
  • outline the Issue/Fault/Reason for the return.

6.7. Before you contact us, please carefully re-read the instructions and check that you have assembled it correctly and complied with any provisions relating to the power supply, plugs and sockets.

6.8. Returns are assessed against each manufacturer’s terms and conditions and requirements. Vape Store Direct will carry out the inspection and process your return accordingly. For a full list of what is approved or for exclusions, please refer to the respective manufacturer’s website.

6.9. If the Goods are faulty and repaired, the warranty period will still continue from the original purchase date. If Goods are replaced, the date of warranty will re-commence from the day you receive your replacement.

6.10. Refunds & Credits will be raised subject to the following conditions:

  • We receive the Goods in a condition in which we can re-sell them at full price, in new condition, with labels and packaging intact. Opened or used Goods will not be accepted.
  • Returns Slip is present and filled in correctly.
  • Items have been returned in full, returning partial items is not allowed, for example you are not entitled to a refund for a full kit if you return just the tank.
  • Goods which are Faulty may be offered a repair. The date of your warranty for repaired Goods is valid from the original date of purchase. Warranty for replaced Goods will re-commence upon receipt of the replacement. 
  • Consumables, Perishables, Hygiene products, customised Goods and dated products are excluded from any return or warranty unless manufacture defect is present upon delivery and the product has not been used.
  • Item returned must be the same product as dispatched and serial numbers must match. No switching of old for new.
  • You are responsible for the cost of returning the Goods. We have no obligation to refund to you, your cost of re-packing and returning the Goods.
  • Returns will be processed within 14 days.


Statutory Rights:

Because you are a consumer, we are under a legal duty to supply Goods that are in conformity with this contract. As a consumer, you have legal rights in relation to the Goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this consumer right of return and refund policy, pursuant to the Regulations or anything else outlined in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.