REFUNDS AND RETURNS POLICY
Here at Vapeaholix Ltd we believe in transparent and fair trading, which is why we provide a fair Returns and Replacements Policy, ensuring you can be satisfied with each and every order from us.
Please be aware that we always try our best to describe the items we sell as accurately as possible. However, please note that images are for illustration purposes only and products may occasionally vary in size, shape or colour.
Our Return Process
- Before returning an item to us, you must contact us on [email protected] let us know of the problem.
- We will then send you a “Return Form”. You must fill in the return form and send it with the item returned.
- Once the returned item has been received, our team will review this and contact you with a resolution within 5 working days.
Please Note: If we receive any product without a return form, then this will result in a delay in processing your return.
We provide a 30-day warranty for all electronic goods from the date of purchase. Our product warranty provides cover for mechanical and electrical breakdown, but will be limited to 30 days and will not cover cosmetic damage, general wear or accidental/liquid damage.
Your warranty does not cover faults caused by accident, misuse or accident.
If there is any visible outer damage or signs of dropping, then your warranty will be voided for those products.
If your product has exceeded our 30-day warranty, we would advise you or your customer to contact the manufacturer directly as most electrical products come with a 1-year manufacturer warranty.
Changed Your Mind?
All orders can be returned to us within 14 days of purchase.
If you change your mind and wish to return the goods you purchased, you can return those within 14 days from the date of purchase. In this instance the returned products should be sealed in their original packaging and unopened. If you are returning an item over the value of £50, we would recommend that you should consider using a tracked shipping service or purchasing shipping insurance. We cannot provide a guarantee that we will receive your returned item.
We cannot accept e-liquids once their seals have been opened.
If you have missing items in your order, we would highly recommend you to check your order once again and to check all corners of the box and the packaging material used. We have found that 90% of the times the items are found within the box or the packaging.
For any orders containing errors and/or shortages, you must notify us within 3 days of receipt.
Faulty or Damaged Items
If you have received items that have been damaged in transit, please contact us as soon as possible and let us know. We will advise you of the next steps and your goods may be eligible for replacement or refund.
Damaged and faulty items must be returned to us for inspection by our technical team.
If the item you returned is not in the condition in which we sent it out, we reserve the right to send the item back to you or provide only a partial refund after assessing the items for damages.
If there is any sign of cosmetic or accidental damage, then we will not accept the return of the item and we will send the item back to you.
You are responsible for any damages caused to the items in return transit by inappropriate packaging. We would advise taking photographs of your return items before sending them back to us.
We do not accept returns for clearance products and our warranty does not apply to those.
When faulty, we will always try to repair the products and send the same product back to you. If repair is not possible then we will provide a replacement or a refund.
It may take up to 7 days to inspect the product and come to a conclusion.
If the product received is believed to be non-faulty after testing, we reserve the right to send the items back to you. We do receive a lot of non-faulty items.
We insist that you check every product that was brought to you by your customer before returning them to us.
Should you have doubts regarding an item being returned to you from your customer, you are at liberty to refuse the refund or exchange until the product has been examined for signs of misuse, tampering, damage etc. You should also make your customer aware of this process so that we have enough time to carry out the investigation on your behalf.
For instances in which we prove a refund for a faulty, returned or missing item, our first option would be to provide you with a gift voucher than can be redeemed online with your next order.
Alternatively, we can provide a refund back to the original payment account. However, this can take up to 5 working days to deposit.
8 Highfield House