Warranty & Returns Policy

At Vape Superstore Ltd., we strive to offer high-quality products and services. To ensure customer satisfaction, we provide warranties and a clear returns process for eligible products. Please review the following details regarding our warranties and returns policies.

Limited Warranties

We offer limited warranties on select products as outlined below:

1. E-Cigarette Batteries, Mods, and Mechanical Box Mods

  • Warranty Period: 90 days from the date of receipt.
  • Conditions: Warranty voided if the product is damaged due to mishandling or tampering.

2. Coils, Pods, and Cartomisers

  • As consumable oral products, these items are not covered by warranty.
  • If contacted within 7 days of receipt, we may replace faulty items at our discretion.

3. Atomisers, Drip Tips, and Clearomisers

  • Warranty Period: 7 days from the date of receipt.
  • Exclusions: Damage caused by over-tightening, dropping, or crushing is not covered.

4. Tanks

  • Manufacturer’s Warranty: 7 days as consumable oral products.
  • At our discretion, we may replace defective tanks up to 60 days after purchase if the fault is due to a manufacturing defect.
  • Exclusions: Damage due to over-tightening, dropping, or crushing.

5. Disposable Units (e.g., Disposable Pods)

  • These are consumable oral products and are not covered by warranty.

6. Cosmetic Wear

  • General wear and tear, including paint deterioration, is not covered by warranties.

Warranty Conditions

  • Valid Warranties Require: Original packaging, including all contents such as outer sleeves, accessories, and warranty cards.
  • Warranty Period Start Date: Begins on the original purchase date. If an item is replaced or repaired, the original warranty period applies unless otherwise agreed.
  • Refunds are not available outside the Right to Cancel policy.
  • If a returned item is deemed not faulty, it will be returned to the customer as received. In such cases, return postage costs will not be reimbursed, and a postage fee may apply to dispatch the item back.

For undeliverable addresses, please see our Delivery and Dispatch Policy.

One-Year (12 Months) Limited Warranty

Applicable Products:

  • Chargers, charging cases, and wall adapter plugs.
  • Faults Covered: Electrical issues such as failure to emit charge.
  • Replacement Terms: Items replaced once within the warranty period. Replacement items inherit the original warranty period.
  • Exclusions: Mishandling or user error voids the warranty.

Conditions of Returns

We recommend requesting a Returned Merchandise Authorisation (RMA) Form and Number from our Customer Service Team to ensure smooth processing.

  • Return Window: Items must be returned within 14 days of a Right to Return request. Returns received outside this period may not be accepted.
  • Processing Time: Please allow up to 14 working days for return processing and replacement dispatch.
  • Refunds: Offered only if a replacement is unavailable.

Right to Cancel Returns:

  • Must be returned in their original condition, including packaging and all components.
  • Failure to comply may result in a surcharge.

Return Shipping Costs:

  • Customers are responsible for return shipping costs. Vape Superstore Ltd. is not liable for items lost in transit.
  • We recommend using a trackable shipping service for safe returns.

Exchanges

Wrong Product Ordered:

  • Items can be exchanged if returned unopened and unused within 14 working days.
  • Customers are responsible for return postage and packaging costs.

Incorrect Product Received:

  • Please contact us immediately if the wrong product is received.
  • Returned products must be unopened and unused to qualify for exchange.

Right to Cancel

You have the right to cancel your order within 14 days of receiving the goods without providing a reason.

Effects of Cancellation

Upon cancellation:

  • We will reimburse all payments, including delivery costs (excluding any additional charges for upgraded delivery options).
  • Deductions may be made for diminished value caused by unnecessary handling.

Reimbursement Timeline:

  • 14 days after we receive the returned goods.
  • 14 days after you provide evidence of returning the goods.
  • 14 days after notifying us of cancellation if no goods were supplied.

Reimbursement will be made via the original payment method unless otherwise agreed.

Cancellation Conditions:

  • Goods must be returned to Vape Superstore Ltd., Unit 2, Leckwith Road, Cardiff, Wales, CF11 8AP, without undue delay and within 14 days of cancellation.
  • The customer is responsible for return shipping costs.
  • Refunds may be withheld until goods are received or evidence of return is provided.

Exclusions:

The right to cancel does not apply to:

  • Sealed e-liquids, clearomisers, tanks, coils, or atomisers unsealed after delivery for health and hygiene reasons.

How to Cancel

To exercise your right to cancel:

Disclaimer

Vape Superstore Ltd. reserves the right to amend warranty conditions without notice and to refuse returned items that do not meet the conditions outlined in this policy.