Return Policy
Returns and Refunds
This policy explains how to request a return. It does not limit your statutory rights under UK consumer law.
Change of mind: online orders
For most online orders, you can tell us you wish to cancel within 14 days of receiving your goods. After notifying us, you have a further 14 days to return them. You do not need to give a reason. We refund the goods and the cost of standard delivery; if you chose a more expensive delivery option, we refund only the standard delivery cost. Refunds are made within 14 days of receiving the returned goods.
You may inspect goods as you would in a shop. If goods are handled beyond what is needed to inspect them, or are used or damaged, any reduction in the refund will be made only where the law allows. Some sealed goods may be excluded from cancellation after their seal is broken for health or hygiene reasons, where that statutory exception applies.
Our additional 15-day returns offer
In addition to statutory cancellation rights, we accept change-of-mind returns for most products within 15 days of purchase if they are unused and in new condition. Please contact us before sending an item back for instructions. This voluntary offer does not shorten or replace your statutory rights.
Faulty, damaged or not as described
If an item is faulty, damaged on arrival, not as described or does not work as it should, contact us with your order number and a description of the issue. Your statutory rights apply regardless of any warranty period. For most faulty goods, you have a short-term right to reject the item for a refund within 30 days of receiving it. After that, the legal remedy will usually begin with a repair or replacement. If that remedy is unavailable, unsuccessful, or not provided within a reasonable time and without significant inconvenience, you may have further rights to a refund or price reduction. We will assess the appropriate remedy under the law and the circumstances; returns are not limited to an exchange-only rule after 14 days.
Additional warranty cover
The warranty periods below describe additional cover offered for the listed products. They do not replace or limit your statutory rights, which may continue after a warranty period ends.
- Built-in battery box mods: 6 months
- External battery box mods: 6 months
- AIO and pod systems: 6 months
- Battery electrical faults: 30 days; external batteries: 14 days
- Tanks, coils and atomisers: faults present on arrival only under this additional warranty
- Prefilled devices: faults present on arrival only under this additional warranty
- Advanced kits: additional warranty cover applies to the main device only; chargers and coils are excluded
If we replace an item under this additional warranty, the replacement does not restart the warranty period; the original purchase date remains the start date.
How to contact us
Please contact us before returning an item so we can provide the correct return instructions. For order-related returns, include your order number, your name, a short description of the issue and the outcome you are seeking. For faulty goods, we will explain the available remedy and arrange or cover necessary return costs where required by law. For change-of-mind returns, any return-postage costs will be handled in line with the information provided before purchase.
Email: support@vapesquard.co.uk
Telephone: 0161 818 9935