Refunds & Returns Policy (October 2025)

At Shop Vapour, we want every customer to be completely satisfied with their purchase. If you change your mind, or if your order arrives damaged or faulty, we’re here to help. This policy sets out how to cancel, return, or request a refund in line with UK consumer law.

1. Cancelling or Returning an Unwanted Order (Change of Mind)

You may cancel or return your order within 30 calendar days of receiving it.

Before Dispatch:
If your order has not yet been dispatched, simply contact us as soon as possible.
- You will receive a full refund, and
- No postage or handling fee will be charged.

After Dispatch:
If your order has already been dispatched or delivered, you can still return it within 30 days of receipt, provided that:
- The item is unused, unopened, and in its original packaging
- You contact us first for a Return Authorisation (RMA)
- The item reaches us within 14 days of authorisation

Once received and inspected, we will refund the product cost minus the original postage fee.

Health & Hygiene Notice:
We cannot accept returns of any e-liquids, prefilled pods, refill pods, or vape kits that have been opened or used, unless the item is faulty.

2. Damaged or Faulty Items

If your order arrives damaged or develops a fault, please contact our Customer Service Team immediately.
We will:
1. Help diagnose the issue
2. Verify the fault or damage
3. Issue a Return Authorisation (RMA) if applicable

Unauthorised returns cannot be accepted.

For detailed coverage and warranty periods, see our Product Warranty Policy. Proof of purchase and original packaging are required for all claims.

3. Refund Process

After your item is received and inspected, we’ll notify you of the outcome. If approved, your refund will be issued to your original payment method. Please allow 3–5 working days for your bank or card provider to process the refund.

Note: Delivery fees are non-refundable for orders that have been shipped, unless the item is faulty or supplied in error.

4. Return Address

All authorised returns should be sent to:

Vape Wholesale Store Ltd
Unit A8 & A9, One Enkey Building
10–16 Harris Street
Manchester
M8 8EG

Customers are responsible for return postage unless the item is faulty or incorrectly supplied. For items valued over £50, we recommend using a tracked and insured courier service.

Shop Vapour cannot accept responsibility for items lost or damaged in transit.

5. Warranty Information

All products sold by Shop Vapour are covered under our Product Warranty Policy. Please refer to that policy for warranty lengths, coverage conditions, and claim procedures.

6. Need Help?

Our team is always happy to help.

Phone / WhatsApp: 07954 099 215
Email: [email address to be added]
Live Chat: Available via WhatsApp

We aim to reply to all refund or return queries within one working day.

Quick Reference

Situation | Contact Us Within | Product Condition | Refund
-----------|------------------|------------------|--------
Cancel before dispatch | Before 4:30 PM same day | N/A | Full refund (no postage charge)
Cancel / Return after dispatch | Within 30 days of delivery | Unused & unopened | Refund minus postage
Faulty / Damaged item | Within 30 days of delivery | Any condition if faulty | Replacement or full refund incl. postage