At Vape Pods, your satisfaction is our top priority. If you change your mind, receive a damaged product, or find a fault with your order, we’ll make things right. This policy explains how you can cancel, return, or request a refund in full accordance with UK consumer law.
1. Cancelling or Returning an Order (Changed Your Mind)
You have the right to cancel or return your order within 30 calendar days of receiving it.
Before Dispatch
If your order hasn’t been shipped yet:
- Please contact us as soon as possible.
- You’ll receive a full refund.
- No postage or handling charges will apply.
After Dispatch
If your order has already been sent or delivered, you can still return it within 30 days, as long as:
- The product is unused, unopened, and in its original sealed packaging.
- You contact us first to request a Return Authorisation (RMA).
- The return reaches us within 14 days of receiving authorisation.
Once we receive and inspect your return, we’ll process a refund for the item cost (excluding the original delivery charge).
Important Hygiene Policy
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. Faulty or Damaged Items
If your order arrives damaged or develops a fault, please contact our support team right away.
We’ll guide you through the following steps:
- Help identify and confirm the issue.
- Verify whether the product is faulty or damaged.
- Issue a Return Authorisation (RMA) if a return is required.
Please Note: Unauthorised returns cannot be accepted.
All claims must include proof of purchase and the item’s original packaging. For details on warranty periods and coverage, see our Product Warranty Policy.
3. Refund Process
Once your return has been received and checked, 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 complete the transaction.
Note: Delivery fees are non-refundable once an item has been dispatched, except in cases where the product is faulty or sent in error.
4. Return Address
All authorised returns should be sent to:
Vape Pods
Unit 12, Apex Business Centre
34–38 Aston Street
Birmingham B4 7DA
Customers are responsible for return postage unless the item is faulty or wrongly supplied.
For high-value items (over £50), we recommend using a tracked and insured courier.
Vape Pods cannot be held responsible for items lost or damaged in transit.
5. Warranty Information
All products purchased from Vape Pods are covered by our Product Warranty Policy.
Please review the warranty policy for full details on coverage, duration, and how to submit a claim.
6. Need Assistance?
We’re always happy to help with your refund or return query.
📞 123 456 789
📩 support@vape-pods.co.uk
💬 Available via WhatsApp
We aim to respond to all return and refund requests within one working day.