RETURNS & REFUNDS
COVID 19 Update – Please note that some deliveries are taking slightly longer due to the impact of the current Covid 19 situation. Rest assured that we and our delivery partners are working to get your products to you on time, but available resources are being strained by the impact of this virus.
Returns policy for defective or damaged goods
Our customer Service Team can be contacted at [email protected]
If you want to return an item, you must contact the Customer Service Team and request a Returns Number which you will need to write clearly on the outside of the package you send back to us.
Please note that there are some items that are excluded from our Returns Policy unless they are determined to be faulty or not as described. These include opened bottles of e-liquids, opened disposable e-cigarettes, coils/atomisers, cartomizers, clearomizers and batteries.
This does not affect your statutory rights.
- 1. Damaged or defective goods
1.1. If you receive damaged or defective goods, or an item is missing from your parcel you must inform the Customer Services Team via email within 48 hours of receipt. Unfortunately, claims made after 48 hours will not be accepted.
1.2. Please do not dispose of any goods before reporting the issue to our Customer Service Team, as we may require labelled batch numbers, photographic evidence of any damage or request that the item is returned to us.
1.3. The goods must be returned to Vape Clearanace’s Returns Department at:
Please ensure that you clearly write your Returns Number, provided by the Customer Services Team on the outer packaging.
1.4. Upon receipt of your item(s), we will test and inspect the product(s), if the item(s) are defective we can offer you a refund within the first 30 days of purchase or a replacement. If the product is no longer available, we will issue a refund including your postage fees or can offer an exchange for an alternative product of your choosing.
1.5. If the goods are deemed not to be defective or the damage has been caused by misuse, accidental damage or wear and tear, you will liable for any costs incurred returning the goods to us.
1.6. We may ask further questions either prior to or during the returns process or give recommendations on the use of the product to cut down the need for unnecessary returns and help you get the best from a product, please assist our Customer Services Team with as much detail as possible regarding the defect.
1.7. You must return the goods to us with the original order number via recorded delivery and fully insured for the full value of the goods. This will help to protect you in case your items are lost in transit.
1.8. You have a duty to take reasonable care of any goods whilst they are in your possession.
- Unwanted goods/products
If you decide that you have ordered goods in error, we will work with you to return your item(s).
2.1. The goods must be returned to the Vape Clearance Returns Department at your expense within 14 days of the purchase date. You must contact our Customer Services Returns Department and obtain a Returns Number from them which must be written clearly on the outer packaging.
2.2. You must also include the original order number. We will refund you the full cost of the goods excluding delivery costs, once we have received and inspected the goods, confirming they are in their original condition and packaging. We will NOT charge you a restocking fee.
2.3. We will refund you using the original purchase method. This includes items purchased in a vape deal or clearance sale. Please allow 2-3 working days for refund to appear on your account.
2.4. Goods must be returned unused and sealed in the original packaging. As electronic cigarettes are an oral product, once used they cannot be returned for hygiene reasons unless defective.
2.5. We advise you send the goods to us with the original order number via recorded delivery and fully insured for the full value of the goods. This will help to protect you in case your items are lost in transit as Vape Clearance cannot responsibility for lost or damaged goods.
2.6. You have a duty to take reasonable care of any goods whilst in your possession.
- Coil Returns
Coils (also known as atomisers/heads, cartomizers and clearomizers) have a limited lifespan and are listed as accessories or consumables by vape hardware suppliers. Coils operate at different temperatures and are optimised to work with specific voltage/resistance levels to deliver the best experience based on the type of e-liquid you are using (this affects both open and closed pod systems).
Manufacturers will sometimes offer a range of different coils for a single device (e.g. ceramic or steel) to accommodate different e-liquids. You must ensure you use an appropriate coil for your e-liquid.
We advise that most coils and wicks benefit from being given a short time to become saturated by your e-liquid before you begin to vape.
3.1. To avoid burning out your coil, please ensure that you have the correct coil for your device and e-liquid before installing your coil and vaping.
3.2. As stated above, please note that there are some items that are excluded from our Returns Policy unless they are determined to be faulty or not as described. These include coils/atomisers, cartomizers and clearomizers. This does not affect your statutory rights.
We are therefore only able to accept returns of faulty coils/atomisers/heads that are effectively ‘dead on arrival’. To return these items you must inform our Customer Services Team within 48 hours of receipt (please refer to our Returns Policy), obtain a Returns Number, and write that clearly on the outside of your package.
3.3. We advise you send the goods to us with the original order number via recorded delivery and fully insured for the full value of the goods. This will help to protect you in case your items are lost in transit as Vape Clearance cannot responsibility for lost or damaged goods.
3.4. Once we have received your returned coil/atomiser, it will be carefully inspected. If we are able to confirm the coil/atomiser is defective, your coil will be replaced by our Customer Services Team.
- Methods of Refunding payment
4.1. When returning an item, the method used to make your payment will dictate how a refund is processed.
4.1.1. Credit / Debit Card– Your refund will go back to the same card you purchased on.
4.1.2. PayPal – This will be debited into your PayPal account straight away.
4.1.3. Gift card or Online Credit – This credit will be added back onto your account and will be available to use against your next purchase.
Please allow 3-5 working days for refund to appear on your account.
Our customer Service Team can be contacted at [email protected]