Refund policy

Returns & Refunds

Your right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, email support@vapesdirectwholesale.co.uk with your order number. You then have a further 14 days to return the items.

Items that cannot be returned once opened

For health and hygiene reasons, the following cannot be returned once the seal or packaging has been opened, unless they are faulty:

• E-liquids, nic salts and shortfills
• Prefilled pods and prefilled pod kits
• Replacement pods and coils
• Any product that has been used or filled

How to return an item

1. Email us first at support@vapesdirectwholesale.co.uk with your order number and the item(s) you want to return. We will send you the return address and instructions.
2. Items must be unused, sealed and in their original packaging.
3. Unless the item is faulty or incorrect, you pay the cost of returning it. We recommend a tracked service.

Please do not send items back without contacting us first, as returns sent to the wrong address may be delayed.

Faulty or incorrect items

Your statutory rights under the Consumer Rights Act 2015 are not affected. If an item is faulty, damaged or not what you ordered, contact us within 30 days of delivery with your order number and, where possible, a photo. We will offer a replacement or a full refund, including reasonable return postage.

Refunds

Refunds are made to your original payment method within 14 days of us receiving the returned item (or evidence that you have sent it back). If you cancel your whole order, we will also refund the standard delivery charge you paid.

Trade orders

The 14-day cancellation right applies to consumers only. Returns for trade accounts are handled under our trade terms; faulty items will always be replaced or refunded.