Returns and Refunds
If something is not right with your order, this page explains what you can return, how long you have and how quickly you will be refunded. Nothing in this policy affects your statutory rights.
At a glance
Situation | What to do | Time limit |
You have changed your mind | Tell us, then return the item unopened in its original packaging | 14 days from delivery to tell us, then 14 days to send it back; we accept goodwill returns up to 28 days from delivery |
A device stops working | Contact us so we can help, then return it if it is faulty | Full refund within 30 days; repair or replacement under warranty after that |
Pods, coils or e-liquid are faulty on arrival | Contact us with photos | Within 7 days of delivery |
An item is damaged, missing or wrong | Contact us with photos of the items, packaging and delivery note | Within 48 hours of delivery |
Your right to cancel
Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of the day after you receive it. Once you have told us, you have a further 14 days to send the items back.
We will refund the price of the items and the standard delivery charge within 14 days of receiving the items back, or of you giving us proof that you have sent them, whichever is sooner. If you choose a faster delivery service, we refund the cost of standard delivery only. Unless an item is faulty or we sent the wrong thing, you pay the cost of returning it.
Please look after items while they are with you. We may reduce a refund if an item has been handled more than is needed to check it.
To cancel, email [support@vapenexus.co.uk] with your name and order number, or send us the cancellation form at the end of this page.
Goodwill returns up to 28 days
As well as your legal right to cancel, we accept unwanted items back for a refund or exchange up to 28 days from delivery. Items must be unopened, unused and in their original packaging so that we can sell them again.
Items we cannot accept back unless faulty
Some vaping products are sealed for health and hygiene reasons. Once the seal is broken, they cannot be returned unless they are faulty or not as described:
- E-liquids, nicotine shots and shortfills that have been opened
- Prefilled pods and refill packs removed from their sealed packaging
- Coils and refillable pods removed from their sealed packaging
- Vape kits, tanks or pods that have been filled with e-liquid or used
- Opened mouthpieces and drip tips
Faulty items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery: you can reject a faulty item for a full refund.
- After 30 days and up to 6 months: we will repair or replace it. If that does not work, you can ask for a refund.
- After 6 months: you can still claim, but you may need to show the fault was there when the item was delivered.
On top of your legal rights, we offer these warranties against manufacturing faults:
Product | Warranty |
Vape kits and mods | 6 months from delivery |
Battery chargers | 12 months from delivery |
Tanks | Faulty on arrival, reported within 7 days |
Coils, pods and e-liquids | Faulty on arrival or manufacturing faults, reported within 7 days |
The warranty does not cover accidental damage, normal wear and tear, water damage, damage from incompatible chargers or coils, or devices that have been opened or modified. Please keep the original packaging, because warranty returns need to come back in it.
Before sending a device back, please contact us. Many problems, such as a device in lock mode or a pod that is not seated properly, can be fixed in a few minutes. If the item is faulty, we will send you a free return label.
Damaged, missing or incorrect items
If your parcel arrives damaged, an item is missing or we sent the wrong product, tell us within 48 hours of delivery. Please include photos of the items, the packaging and the delivery note. We will send the missing or correct items, or refund you, at no cost to you.
How to return an item
- Email [support@vapenexus.co.uk] with your order number and the reason for the return. Please do not send items back without contacting us first.
- We will reply with the returns address and, for faulty or incorrect items, a prepaid returns label.
- Pack the items securely, in their original packaging where possible. If you are returning a device, leave its battery inside it and do not post loose batteries.
- Use a tracked postage service and keep your proof of postage.
Refunds
Refunds are paid to your original payment method, normally within 4 to 7 working days of the return reaching us, and always within the legal time limits above. Your bank may take a few more days to show the money. If you return only part of an order, we refund the items returned; the delivery charge is refunded only when the whole order is returned.