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Returns - FAQ Centre

Online Returns FAQ Centre

 

Our returns process varies slightly depending on your reason of return, below we have covered the most common reasons for returns and the steps required to complete your return request. For the full detailed information on our returns policy process please see here.

 

If your purchase benefited from free items these would need to be returned too. Discounts, offers or use of loyalty points will be considered during the return process and any refund will be reduced accordingly if your purchase would no longer be eligible to receive these offers or discounts. 

 

We are unable to offer a refund on the purchase of Gift Cards or Vouchers. Please note they have no expiry date and can be used against all products on our site.

 

All returned 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.

 

If you are not sure and wish to query anything, then please use the contact us form here.

 

No longer required

You have 14 days from date of purchase to change your mind. Unwanted items must be returned in the original product packaging and in the same condition in which they were purchased. If your product was dispatched sealed it would need to be returned in the same format. Some items are not eligible for a return for example batteries; see the exceptions and exclusions list for more details. This does not affect your statutory rights.

We offer refunds & credit notes within 14 days of your parcel successfully arriving back to us. If your parcel is incomplete or there is an issue we will contact you. We will only refund the value of the Goods returned.

Unfortunately we do not cover return postage for change of mind purchases.

 

Steps:

  1. Check that your item is not in the exceptions and exclusions list. If it is not there, go to step 2.
  2. Login to your account on our site and contact us using the reference of your order and what you wish to return. You can email directly too if you prefer vapestoredirect@gmail.com. Still include your contact details and your order reference as well as state the reason for return.
  3. Repackage your items safely and securely ready to return. Items must comply with the full returns policy and still be in a new, unused and sealed condition. 
  4. Send them back to the address details provided during your return request.
  5. When the parcel arrives to us we will process this within 14 days of receipt, any queries will be raised to you by email or phone. A refund or credit note will then be issued as long as the return is in line with the full return policy. 

Received with damages

If your parcel is visibly damaged upon receipt we would request refuse to accept it then notify us immediately.

In the unfortunate event of you receiving your order damaged and not being able to refuse it, you must still notify us immediately of the issue. You must include photographs of the outer packaging and the damaged items. We will then be able to advise further.

Once we have been notified and assessed the issue we will advise if your item(s) will need to be returned to us. In some instances we may request the item be disposed of safely but please do not assume or action anything without prior consent from us.

In this instance, a replacement would be offered first or a refund subject to stock availability. If the item(s) are requested to be returned we would cover the return postage*.

 

Steps:

  1. Photograph and document the damages on your order.
  2. Login to your account on our site and contact us using the reference of your order and include the photographs and outline the damage. You can email directly too if you prefer vapestoredirect@gmail.com. Still include your contact details and your order reference as well as state the reason for return.
  3. If requested, repackage your items safely and securely ready to return. Items must comply with the full returns policy. If we advise to dispose of the item(s) then it will be confirmed in writing. Do not assume or action anything without prior consent from us.
  4. Send them back to the address details provided during your return request.
  5. If the items are to be returned, a replacement or refund will then be issued as soon as they arrive to us. We aim to resolve these issues by the next working day but it may take up to 14 days in the case of a refund being applied which is in line with the full return policy. 

If you were told to dispose of the item(s), a replacement will be dispatched usually by next working day but may take a little longer during peak times. It may take up to 14 days in the case of a refund being applied which is in line with the full return policy. 

 

Faulty Goods

You have 30 days to return Faulty Goods for inspection and will receive the offer of a repair, replacement, refund or store credit. Some items are not eligible for a return for example batteries as well as some items also being excluded from this 30 day period. See the exceptions and exclusions list for more details. This does not affect your statutory rights.

We will assist within the first 30 days from date of purchase but manufacturer warranty claims for Faulty Goods must be taken up with them directly after this time. Each manufacturer has different terms & conditions, therefore we would advise consulting with each respective manufacturer for their terms & conditions as well as their exclusions policy. 

Our liability is exclusively for the goods provided; any further faults or claims relating to the fault or its effects on personal belongings or the user will not be accepted by Vape Store Direct. This is especially true where incorrect usage of a device has caused the fault or damage elsewhere, this would be considered negligence and 3rd party damage.

In all instances, faults arising through: 

General wear and tear, incorrect or improper use, using the device or product not as intended, misuse or negligence, 3rd party damage, theft, lack of maintenance, consumable or perishable parts are not covered. Your warranty will also be void if you have attempted to dismantle the product, perform a repair or authorised someone to do so without prior consent from the manufacturer. 

A repair may be offered in the first instance however we may offer refunds & credit notes within 14 days of your parcel successfully arriving back to us. If your parcel is incomplete or there is an issue we will contact you. We will only refund the value of the Goods returned.

If your item is faulty within the first 30 days of purchase, we will cover return postage*.

 

Steps:

  1. Check that your item is not in the exceptions and exclusions list. If it is not there, go to step 2.
  2. Login to your account on our site and contact us using the reference of your order and what you wish to return. You can email directly too if you prefer vapestoredirect@gmail.com. Still include your contact details and your order reference as well as state the reason for return.
  3. Repackage your items safely and securely ready to return. Items must comply with the full returns policy and still be in a new, unused and sealed condition. 
  4. Send them back to the address details provided during your return request.
  5. When the parcel arrives to us we will process this within 14 days of receipt, any queries will be raised to you by email or phone. A refund or credit note will then be issued as long as the return is in line with the full return policy. 


Error with order or not as described 

If you have received your order and feel there is an error or mistake we would like to know. If we have had a picking or packing error, we would like to rectify this as quickly as possible.

 

Steps:

  1. Login to your account on our site and contact us using the reference of your order and tell us about your issue. You can email directly too if you prefer vapestoredirect@gmail.com. Still include your contact details and your order reference as well as state the reason for contact. We will advise further from there.

If you feel your item(s) are not as described or that there was an error on the site, we would like to know so this can be rectified. Please also follow the Step above to contact us.

 

We aim to accurately list and describe our products and apologise for any inconvenience caused. If it doesn’t immediately affect the use of the product we may offer either a partial refund or a full refund upon the return of the Goods. An exchange may also be offered subject to stock availability and the nature of the complaint.

 

In all instances with errors or not as described, Goods must remain in a New, unused and unopened condition falling in line with the full returns policy here. If you proceed to use the products knowing they are incorrect then have a change of mind, we will not be able to approve a return or issue any refund or replacements. 

 

Exclusions and Exceptions

Exclusions:

Some products are excluded and not eligible to exchange or refund. We can only accept back Goods which are still in the same new, unused, unopened condition they were dispatched.

 

Any items which have been unsealed, opened, used or show any signs of user damage or negligence are not eligible. This is applicable unless the items are faulty upon receipt or received with damages.

 

The list below is not exhaustive and these conditions do not affect your statutory rights.

 

  • Perishable & dated products such as CBD or E-liquids of any kind.
  • Batteries, Battery Chargers and Wraps.
  • Coils, Pods, Tanks, Drip-tips (for reasons also of health, hygiene and safety).
  • Consumable parts of any kind (cotton, wire, cleaning solutions etc).
  • Damage caused by user (3rd party damage), from improper usage or natural wear and tear.
  • Personalised Goods, Gift Cards & Vouchers.

 

In addition to the above:

  • Orders not containing the return details or sent without prior approval will be denied or processed with lower priority.
  • Orders received back not as described including but not limited to: partial returns, item not the originally supplied by us, non-faulty will also be denied.
  • Any return not compliant with the full returns policy will be denied or returned back to you at your cost.

 

Exceptions:

We will consider each return request on a case by case basis and, at our discretion, reserve the right to amend or change the requirements as set out in the agreement. Where such exceptions are made, they are explicitly for that individual case and not to be considered a revision or change of the usual policy rules or requirements.

 

 

Return Postage 

Unfortunately we do not cover return postage for change of mind purchases.

 

*Where return postage is covered by us, the cost will only be honoured if you use the courier and service that we advise during the return process. If you wish to use a different courier or return method that is fine but please note that the costs will not be covered and you will be responsible for these costs.

 

You would still initially need to pay the return postage but once the item(s) are received back successfully, the costs will be added to and included in any refund made back to you or your account as long as the return is compliant with the full returns policy. We would request proof of postage be obtained so you can keep record of this and refer to it should there be any issues with the return of the order.

 

Returns that are received back by us which are not compliant with the full returns policy as outlined here. All returns will be handled as per the terms set out in this agreement.

 

We reserve the right to decline at any time any return request which is not compliant with these terms; this can be before or after inspection of the Goods has taken place. Goods not compliant will be offered to be returned to you at your expense.

 

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