If you change your mind about your purchase, you can return it for an exchange or refund, provided it is returned in its original, sellable condition.
For online and telephone orders, you have the right to cancel your order within 14 days of receiving your goods. Once you have notified us of your cancellation, you then have a further 14 days to return the items to us.
Original/sellable condition means:
- Unopened and in original packaging (including any seals, wrapping, or films intact)
- Undamaged and unused
- In a condition suitable for resale
Once your return has been received and checked, we will issue a refund to your original payment method within 14 days.
For full returns (where the entire order is returned), we will also refund the standard delivery cost. If only part of the order is returned, delivery charges will not be refunded.
How to Return an Item
To arrange a return, please contact us with your order number or email address:
- Telephone: 01329 609 107
- Email: admin@vapourium.co.uk
We will provide instructions on how to return your item.
Unless the item is faulty, customers are responsible for return postage costs.
Items That Cannot Be Returned (Unless Faulty)
The following items are exempt from cancellation once opened, due to health and hygiene reasons:
- Tanks or kits that include tanks (including pod systems)
- Drip tips
- E-liquids where the bottle has been opened
- Any sealed items that have been unsealed after delivery and are not suitable for return for health protection or hygiene reasons
- Personalised or custom-made products
Unopened e-liquids may be exchanged within 30 days for an alternative flavour or nicotine strength of the same value.
Faulty or Incorrect Items
Under the Consumer Rights Act 2015, all goods must be:
- Of satisfactory quality
- Fit for purpose
- As described
If your item is faulty or not as described:
- Within 30 days of purchase: you are entitled to a full refund or replacement
- After 30 days and up to 6 months: you are entitled to a repair or replacement (and a refund if this is not possible)
To process a faulty return, we require:
- Proof of purchase (within the last 6 months)
- The original packaging (where possible)
- A description of the fault
We may inspect returned items to verify faults. In some cases, we may provide a temporary replacement device while testing is carried out.
Important Information About Devices
We cannot accept returns for faults caused by:
- Accidental damage
- Liquid damage
- Damage to USB ports
- General wear and tear or misuse
If a device shows signs of being dropped or misused, we reserve the right to refuse a refund or exchange.
All electronic cigarettes and components have a limited lifespan and will require replacement over time.
Additional Notes
- Items must not be used beyond what is necessary to inspect them. We may reduce a refund if the value of the goods has been diminished due to excessive handling.
- Tanks cannot be returned after use unless there is a genuine manufacturing fault.
- If a fault is confirmed within 30 days on part of a kit (e.g. tank), we may reduce the refund to reflect the used components where permitted by law.
Disclaimer
Vapourium is not responsible for any injury, damage, or loss (personal or financial) resulting from the use of our products. Please use all products responsibly and at your own risk.
We do not sell vapour products to anyone under the legal age for tobacco purchase in the UK.
Your Statutory Rights
This policy does not affect your statutory rights.
