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Returns Policy

We’re here to help if you’re not completely satisfied with your purchase and would like information on returns, refunds, and cancellations. We accept returns for any products sold through our store. You can also contact us with any issues or queries before initiating a return. You can raise a query ticket regarding your order through our ticketing system. A member of our team will be in touch with you once a ticket has been raised to help resolve your query or provide further details on how to return your item.

Online Returns

Unwanted Items Purchased Online

If you have placed an order with us and no longer want it, you can return it to us within 30 calendar days from the date you received your item or items.

For your order to be eligible for a return, you must ensure:

  • Items are unused and in the same condition as when they were first received
  • Items must be in their original packaging
  • We must receive notification within 14 days of purchase that you would like to arrange a return
  • We must receive items within 14 days of the returns form being issued

Please note: we, unfortunately, cannot accept returns of e-liquids, vape kits, disposable e-cigarettes, or refill pods if they have been opened. This is due to health and hygiene reasons. We can, however, accept these if opened and faulty.

Faulty Items Purchased Online

You can submit a support ticket via our contact form if you have received an item that you believe to be faulty or if you are having problems with an item you have purchased online. A team member will be happy to help resolve the problem or will direct you to the necessary returns form.

You can click here for all warranty information on products.

Please note: For both unwanted and faulty items, we must receive a log through our ticketing system. Unauthorised returns which have not been raised as a ticket will unfortunately not be processed.

Return Address

If you would like to return an unwanted or faulty item, please address your package to the following address:

Vape Superstore

Unit 17 Forest Trading Estate

Priestley Way

London

E17 6AL

 

Unless otherwise stated, you as the customer are responsible for the return shipping costs. We would recommend that returned items are sent via a tracking service, as well as insurance taken out for items over the value of £50. This is to protect your returns. We cannot be held liable for any returns lost in transit if sent without tracking or insurance.

Refunds

We will notify you once we have received your items and will inspect your return. After inspection, we will let you know the status of your refund, and if your return is approved, we will apply the refunded amount to your original method of payment.

This credit will then be expected to clear within 3-5 working days (depending on your card issuer’s policy).

Cancellation

You are able to cancel an order before your items have been dispatched; to do this, please notify us through our contact form, or telephone us on +44 203 394 0152 before 4.00 pm. Please note, if you contact us after 4:00 pm, we may not be able to cancel your order.

If you would like to cancel but your order has already been dispatched, you have 14 days to cancel for a full refund. This can be done through the returns procedure (outlined above) so that a refund can be issued on returned items.

In-Store Returns

Unwanted Items Purchased In-Store

If you have purchased any of our items in-store but no longer want your purchase, you have 28 days to arrange a return. Items can be returned to any of our stores.

In order to qualify for a return and refund, you must:

  • Ensure items are unused and in the same condition as when they were purchased from the store.
  • Ensure that you have proof of purchase. We may not be able to offer a refund or exchange if you do not have a receipt.
  • Have the same payment method available (such as a bank card) as used for the original purchase.

We cannot accept returns or exchanges on ex-display models which have been sold at a reduced price.

Please note: we cannot accept the return of e-liquids, disposable e-cigarettes, or refill pods if these have been opened due to health and hygiene reasons.

Faulty Items Purchased In-Store

If you are having problems with an item purchased in-store, or if your item is faulty, please return to your local store and speak to a staff member, who will be happy to help. They will determine the problem and fix it for you or offer a replacement product.

For warranty information on all products, please follow this link.

Please note: for faulty items, we require proof of purchase and the original packaging where possible.

Need Further Assistance?

Please contact us via live chat, email, or phone if you need any further assistance.

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