Returns and Refunds

Your Right to Cancel an Online Order

For most goods bought online, you can cancel without giving a reason within 14 days of the day after you receive them. You then normally have a further 14 days to send the goods back after notifying us. Certain statutory exceptions apply, including qualifying sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, and genuinely personalised products.

To cancel, contact us at Vapenexusuk@gmail.com and provide the order number and items concerned. A clear written statement is sufficient; you do not have to use a particular form.

Additional 28-Day Goodwill Returns

Alongside your statutory cancellation rights, our policy offers a 28-day period from delivery to request a return for eligible unwanted items. Under this additional goodwill arrangement, products must be unused, in resalable condition and returned with their original packaging and accessories. This goodwill arrangement does not limit the statutory 14-day cancellation right and does not apply to items that are excluded under the clearly stated additional policy terms.

Items Requiring Special Handling

For health, hygiene and safety reasons, do not use or open sealed e-liquid bottles, replacement pods or other relevant sealed consumables if you may wish to return them. A statutory cancellation exception may apply where a qualifying health- or hygiene-sealed product has been unsealed after delivery. Opening packaging does not automatically remove cancellation rights for every product. An item that is faulty, damaged, not as described or otherwise fails to meet statutory requirements may still qualify for a remedy regardless of a goodwill-return exclusion.

Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, goods must meet the legal standards of satisfactory quality, fitness for purpose and description. If your order does not meet those standards, contact us with the order number, item name, description of the problem and, where useful, photographs or a short video.

Depending on the circumstances and timing, remedies may include a refund, repair or replacement. The law includes a short-term right to reject qualifying faulty goods within 30 days, subject to the relevant conditions. A manufacturer's warranty is additional to statutory consumer rights and does not replace them.

If goods are faulty, we will provide the appropriate return arrangements at no unlawful cost to you. Do not send leaking liquid or damaged lithium batteries through the post without agreed safe-return instructions.

Returning an Item

1. Contact Vape Nexus using Vapenexusuk@gmail.com, quoting the order number and the reason for return.
2. Follow the return authorisation and packaging instructions provided. Do not send products containing liquid or batteries by a method that breaches carrier rules.
3. After you email us, we will confirm the authorised return address and safe carrier instructions in writing. Please do not send goods before receiving return instructions.
4. Keep proof of posting and any reference number until the matter is resolved.

Return Postage and Delivery Refunds

For a lawful change-of-mind cancellation, the customer may be required to pay direct return postage if clearly informed before purchase. Where the seller is responsible for a faulty, misdescribed or incorrect item, the applicable consumer remedy must not impose unlawful return costs. On qualifying cancellations, the standard outbound delivery cost is refundable, though an optional premium delivery upgrade need not be reimbursed in full.

When and How Refunds are Issued

For a statutory cancellation, we normally refund within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever is earlier, subject to the statutory rules. If the goods were not supplied, the relevant alternative timing applies. Refunds are generally made using the original payment method unless you expressly agree otherwise. Your bank or payment provider may take additional time to display the refund.

Orders That Have not Arrived

If an order has not been delivered, contact us for an investigation. The merchant remains responsible for meeting applicable delivery obligations and cannot require you to wait indefinitely for a courier claim to finish before considering your statutory rights.