Returns Policy | Vape Buy

Last Updated: 01/09/2025

At Vape Buy, we want you to be completely satisfied with your order. This policy details how we handle returns, exchanges, and warranty claims. We recommend reading this carefully before completing your purchase.

1. General Returns (Unwanted Items)

We understand that sometimes you may change your mind. You have the right to return unwanted items within 30 days of delivery (as confirmed by the tracking service).

Condition: Items must be completely unopened, unused, and in their original sealed packaging.
Process: Once we receive the return and verify its pristine condition, we will process a full refund.
Cost: The customer is responsible for the cost of return shipping.

2. Hygiene Exclusions (Non-Returnable Items)

Due to strict hygiene and safety standards, certain products are excluded from our general returns policy.

E-Liquids & Pods: We cannot accept returns on E-Liquids, Prefilled Pods, Tanks, or Coils if they have been opened or unsealed. This applies even if you simply dislike the flavour or changed your mind.
Safety Protocol: Because we cannot verify if a liquid has been tampered with after it leaves our facility, we cannot accept returns on any e-liquid products (including prefilled pods) unless we accidentally sent you the wrong item.

3. Prefilled Vape Kits & Prefilled Pod Refills (Perishable Goods)

This section applies to Prefilled Vape Kits (e.g., Crystal/Elf Bar/Lost Mary variants) and Prefilled Pod Refills, which replace traditional disposable vapes.

Because these items are classified as consumable/perishable goods with a limited lifespan, the standard 30-day return window does not apply. These devices are designed for short-term use (typically providing ~600+ puffs).

Reporting Dead on Arrival (DOA) Faults:

If your prefilled kit or pod is faulty out of the box (e.g., it does not fire or the battery is dead on arrival), you must report this to us within a strict timeframe from the date of purchase:

1 – 3 Devices: Report within 24 hours per device.
4 Devices: Report within 5 days.
5 Devices: Report within 6 days.
6 Devices: Report within 7 days.
8 Devices: Report within 10 days.
10+ Devices: Report within 14 days.

Important Terms:

Valid Faults: Refunds/Exchanges are only issued for manufacturing defects (e.g., dead battery on arrival). We cannot replace items because they “ran out too fast” or if you dislike the flavour.
Testing: We reserve the right to inspect returned items. This process takes 2-3 working days. If the device is found to be empty rather than faulty, no refund will be issued.

4. Hardware Warranty Policy

For rechargeable devices and hardware, we offer warranty coverage against manufacturing defects. The warranty period begins from the date of delivery.

Product Type	Warranty Period
Vape Kits & Mods (Built-in Battery)	6 Months
Vape Mods (External Battery)	6 Months
Pod Kits (Refillable)	6 Months
External Batteries (18650/21700)	30 Days
Tanks / Atomisers	DOA (48 Hours Only)
Coils & Pods	DOA (48 Hours Only)

What is NOT Covered:

Accidental Damage: Dropping the device, water damage, or aesthetic wear and tear (scratches/paint chips).
User Error: Damage caused by using incorrect charging cables or improper handling.
Consumables: Coils, tanks, and prefilled pods do not come with a warranty as they are consumable items. If they arrive faulty, you must notify us within 48 hours of delivery.

5. How to Return a Faulty Item

If you believe your product is faulty, please contact support@vapebuy.co.uk immediately.

Do not dispose of the item: We may require you to return it for testing.
Assessment: All returns undergo a testing process. If a genuine manufacturing fault is confirmed, we will issue a replacement or refund.
Dead on Arrival (DOA): Any item believed to be dead on arrival must be reported within 48 hours of delivery.

6. Shipping Returns

Cost: Return postage is the responsibility of the customer (unless the item is confirmed faulty, in which case we may reimburse standard shipping costs).
Method: We strongly recommend using a Tracked/Signed For service. We cannot refund items that are lost in the post on their way back to us.