Refunds & Returns Policy – VapeGPT
Refunds & Returns Policy – VapeGPT
Cooling-Off Period (UK Consumer Rights Act 2015)
Under UK law, customers typically have a 14-day cooling-off period for online purchases.
However, this does not apply to:
- e-liquids once opened
- coils, pods and cartridges once opened
- any hygiene-sensitive or consumable products
- personalised or clearance items
You may still return unopened items within 14 days as long as they remain in perfect resale condition.
See the full list of non-returnable items below.
Non-Returnable Items
For safety, hygiene and compliance reasons, we cannot accept returns of:
- Opened e-liquids
- Opened vape coils or pods
- Used or activated vape kits
- Clearance, sale or promo items
- Items damaged through improper use or handling
- Items showing cosmetic, accidental or liquid damage
If you are unsure, contact us before sending items back. Check common questions in our Vape FAQs.
Missing Items
If you believe an item is missing from your order:
Please check the full parcel carefully. Sometimes smaller products may be placed inside protective packaging. Notify us within 3 days of receiving your order. We cannot investigate missing items reported after 3 days.
Investigation process (up to 5 working days): We will:
- check warehouse packing records
- verify CCTV (if available)
- open a dispute with the courier
- confirm weight scans and manifest checks
Once the investigation is complete, we will arrange a replacement or alternative solution.
Damaged or Faulty Items
If you receive a damaged or faulty product, please contact us as soon as possible.
Our process:
- You may be asked for photos or videos of the issue
- Faulty items must be returned for inspection
- Inspection may take up to 7 working days
- If the product is confirmed faulty → replacement or refund
- If repair is possible, we will repair and return it to you
- If the item is found non-faulty, it will be returned to you in its original condition
Damage not covered:
- Cosmetic damage
- Damage caused by misuse
- Damage caused by poor packaging during return shipping
- Third-party assessments not confirmed by us
We recommend photographing items before sending them back, especially if returning as part of a customer dispute.
How to Start a Return (Step-by-Step)
To ensure fast processing, please include:
- Full name and order number
- Reason for return
- Photos or video (faulty/damaged items)
- Confirmation that the item is in its original condition
If you have an account, you can track everything from: Login & Registration.
Return Shipping Costs
- If an item is faulty → VapeGPT covers return costs
- If an item is unwanted or ordered in error → customer covers return cost
- Items lost during return due to poor packaging are not refundable
Refunding Payments
In cases where we need to process a refund for a faulty, returned, or missing item, our primary option is to issue you a gift voucher that can be redeemed online when you place your next order.
Alternatively, we can refund the amount to your original payment account; please be aware that this process may take up to 5 working days to complete.
Please note that refunds for orders paid by bank transfer and on Iwoca Pay will be issued in the form of a gift card exclusively.
Balances on gift cards must be utilized within six months of the issuance date.
Packaging Requirements
Returned items must be:
- securely packaged
- protected from damage
- sent with a reliable courier
- ideally photographed before posting
Failure to package items safely may void your return.
Business Customers / Wholesale Returns
If you are a reseller or have returned an item from one of your own customers:
- You may refuse a refund/exchange until inspection is completed
- VapeGPT UK may take up to 7 days to assess the item
- Replacement or refund will be determined based on technical inspection
- Third-party diagnoses are not automatically accepted
Additional Legal Notes
All returns and refunds follow:
- The Consumer Rights Act 2015
- UK GDPR & Data Protection Act
- Distance Selling Regulations
- FCA and courier compliance rules
For full legal context, please see: Terms & Conditions.
Contact Us
For any questions about our products, support enquiries, or collaboration opportunities, please feel free to get in touch:
• Email [email protected]
Our team at VapeGPT is always ready to assist you.
Contact Us