Returns & Warranty - UK's Fastest Resolution System

Our returns portal is a 60-second online form that handles the entire process. Select your issue type (faulty, unwanted, wrong item), and choose whether you want an exchange, refund, or store credit.

For faulty items, upload a video under 60 seconds showing the fault - this triggers same-day approval. For unwanted returns, please contact us via email for our returns address.

For Faulty Returns, you'll receive an email confirmation once approved with either a prepaid returns label or QR code for post office drop-off. Collection can be arranged for the next working day. No phone queues, no waiting - everything handled online in under a minute.

Video evidence saves you 5-7 days of testing time. That sub-60-second video lets our technical team (led by expert Jaff Vapes) diagnose the fault instantly and approve replacements same-day without needing to test the physical item first.

Traditional returns require shipping the item back, waiting for warehouse receipt, testing (2-3 days), assessment, then approval. With video, we skip straight to approval and arrange collection next day and instantly replace on arrival. You're back to vaping within a few days instead of 2 weeks. It's entirely for your benefit - faster resolution, less hassle, no uncertainty about outcomes.

You have 30 days from delivery to return unwanted items for full refund or exchange. Items must be unused, sealed, and in original packaging with all components included.

This applies to change-of-mind purchases where you've simply ordered the wrong thing or decided against it. Return shipping costs are your responsibility for unwanted items - we provide the returns label and address. Refunds process within 3-5 days of receiving your return, or store credit is issued same-day. Tracked return shipping is required so both parties can monitor the item's journey back to our warehouse.

Vape kits get 6 months standard warranty or 12 months for premium devices. Coverage includes manufacturing defects, faulty components, electrical faults, and performance issues through normal use.

You must keep original packaging with serial numbers - manufacturers require these to validate claims. Physical damage, wear and tear, user modifications, and liquid damage void warranty. Our video verification system means warranty claims are approved same-day instead of waiting 5-7 days for testing. Collection arranged immediately, replacement dispatched on arrival. Total resolution: 2-3 days vs industry standard 1-2 weeks.

Yes for faulty items and dead-on-arrival products. We provide free prepaid returns labels or QR codes for post office drop-off. Collection from your door can be arranged for next working day at no cost.

For unwanted items (change of mind, ordered wrong product), return shipping is your responsibility. We provide the returns address but you cover the postage cost. This is industry-standard - retailers pay return shipping for their faults, customers pay for change-of-mind returns. All genuine product faults, warranty claims, and wrong items shipped get free returns with multiple convenient methods.

No. Products containing e-liquid cannot be returned once opened due to hygiene and safety regulations. This includes bottled e-liquids, prefilled pods, and refill pods with e-liquid.

Once opened, we cannot verify condition, contamination, or tampering - protecting all customers from health risks. We offer dead-on-arrival coverage: report faulty e-liquid products within 7 days with photo or video evidence. Sealed bottles that leak, prefilled pods that don't fire, or visible manufacturing defects are covered. This policy is mandatory across all responsible UK vape retailers and protects customer safety.

Refunds are processed within 3-5 working days from receiving your return. Store credit refunds are issued same-day if you prefer instant resolution.

Card refunds appear in your account within 3-5 days typically, though some banks take up to 10 days to process credits. You'll receive email confirmation the moment we process your refund. For instant bank transfer payments, refunds return directly to your bank account. Card refunds credit your original payment card. Klarna refunds cancel outstanding payments or credit your Klarna account. Partial refunds are available if only some items are being returned from a larger order.

For warranty claims, original packaging with serial numbers is essential. Manufacturers require serial numbers to validate warranty coverage - without them, claims cannot be processed regardless of fault legitimacy.

For unwanted returns within 30 days, you need original packaging to protect the product during return shipping and prove it's unused and complete. Items received damaged due to inadequate packaging during return transit cannot be refunded. If you've genuinely lost packaging for a warranty claim, contact us anyway - we'll check if the manufacturer can validate using order records, but success isn't guaranteed. The lesson: always keep boxes during warranty periods.