Refund policy

Refunds & Returns Policy

(18+ only – We do not sell to anyone under the age of 18. Proof of age may be required.)

This Refunds and Returns Policy complies with UK consumer protection laws, including the Consumer Rights Act 2015.

We aim to handle all returns and replacements fairly, quickly, and in line with legal requirements.

1. How to Return a Product

If you need to return an item, please contact us via our contact form or by emailing support@vapesmart.online with your order number and details of the issue.
Our team will respond within 48 hours to guide you through the process.

2. Exceptions to Returns

The following items cannot be returned unless faulty:

  • Opened e-liquids, drip tips, or other hygiene-sensitive items.

  • Used or altered products.

  • Mods that do not charge due to incorrect usage (we recommend using an external charger for safety).

Note: Original packaging must be retained for any return, refund, or replacement to be considered.

3. Faulty Items

  • Please allow 48 hours after we receive your item for investigation.

  • If confirmed faulty within 30 days of purchase, you may choose a refund or store credit.

  • If confirmed faulty between 31 and 90 days, we will offer a repair or store credit.

  • If no fault is found, the item will be returned to you via Royal Mail 2nd Class Tracked and no refund or replacement will be issued.

4. Batteries, Chargers & Variable Voltage Mods

  • These items have a 1-month guarantee and a typical lifespan of 3–6 months.

  • The guarantee covers manufacturer defects only – not damage caused by misuse.

  • If faulty within the guarantee period, we will offer a repair or replacement.

  • If damage is due to misuse, we reserve the right to refuse a return or refund.

5. Mechanical Mods

  • Covered by a 30-day manufacturer’s guarantee.

  • Intended for experienced users only – incorrect assembly can cause damage and is not covered.

6. E-Liquids & Drip Tips

  • Not covered by warranty due to hygiene and safety regulations.

  • Exceptions apply if we send the wrong item or in exceptional circumstances.

7. Atomizers, Clearomizers & Cartomizers

  • Must be reported within 24 hours of delivery if dead on arrival.

  • Multipack items: all defective units must be reported within 24 hours.

  • Tanks, RDAs, and RDTAs have a 30-day warranty for manufacturing defects or damage on arrival.

  • After 30 days, refunds or replacements are not available.

8. How to Start a Return

  1. Email support@vapesmart.online with your order number, reason for return, and photos/videos if applicable.

  2. Wait for your Return Merchandise Authorisation (RMA) and instructions.

  3. Pack the item securely in original packaging.

  4. Return using the method provided (prepaid label will be issued for confirmed faulty items).

  5. We’ll inspect and process your refund, store credit, or replacement as per this policy.

9. Refund Processing Time

Approved refunds are processed within 5–10 working days to your original payment method.

Consumer Rights Notice: This policy does not affect your statutory rights under UK consumer law.