Returns & Refunds Policy

On this page

Jump to the section you need. Related shop policies are linked at the end.

1. Changing your mind

If you purchase online, you normally have the right to cancel your order within 14 days of receiving the goods.

• You do not need to give us a reason for changing your mind.
• Once you tell us that you wish to cancel, you normally have a further 14 days to return the eligible goods to us.
• Do not send a return before contacting us, as we will provide the appropriate return instructions.

2. Condition of returned items

To receive a full refund for a change-of-mind return, the product should be returned in a condition that allows us to resell it.

Where applicable, products should be:

• unused;
• complete;
• in their original packaging;
• with seals intact where the seal is relevant for health or hygiene reasons; and
• returned with any accessories, manuals or other items originally supplied.

You may inspect an item in a reasonable way, similar to how you could examine it in a physical shop.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund where permitted by law.

3. Opened vape products and hygiene-sealed items

Some vaping products may be supplied sealed for health or hygiene reasons.

Where a product is sealed for health protection or hygiene purposes and becomes unsuitable for return once that seal has been broken, the statutory change-of-mind cancellation right may no longer apply after the seal has been removed.

This may apply, depending on the way the particular product is packaged and supplied, to products such as:

• prefilled pods;
• e-liquids;
• mouthpieces;
• certain disposable or prefilled vaping products; and
• other sealed products intended to come into contact with the mouth.

Please inspect the product carefully before opening any hygiene seal if you are unsure whether you wish to keep it.

4. Faulty products

If a product is faulty, please contact us as soon as possible at support@vapeloxa.com.

Please provide:

• your order number;
• the product name;
• a clear description of the problem;
• photographs or video where these help demonstrate the fault; and
• any other information reasonably required to investigate the issue.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.

Where you have a statutory right to reject faulty goods, we will provide the appropriate remedy, which may include a refund, repair or replacement depending on the circumstances and applicable law.

Your statutory rights relating to faulty goods are separate from the 14-day change-of-mind cancellation right.

5. Faults reported after the initial period

A fault does not automatically stop being covered simply because the product has been owned for more than a few weeks.

Depending on when the fault develops and the circumstances, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

We may ask you to provide reasonable information or evidence so that we can determine the nature of the fault.

Normal wear and tear, accidental damage, misuse, incorrect charging, modification, failure to follow the manufacturer’s instructions or damage caused after delivery is not considered an inherent product fault.

6. Wrong item received

If we send you an item that is different from the product you ordered, please contact us as soon as reasonably possible.

• Please do not open or use the incorrect product where this can reasonably be avoided.
• We will arrange an appropriate resolution, which may include providing return instructions and sending the correct product or issuing a refund.
• Where the mistake is ours, you will not be required to pay reasonable return costs.

7. Items damaged in transit

If your order arrives damaged, please contact us as soon as reasonably possible.

To help us investigate the issue, please keep the product and packaging and provide, where possible:

• your order number;
• photographs of the outer parcel;
• photographs of any damaged packaging;
• photographs of the product; and
• a description of the damage.

Please do not dispose of the damaged item or packaging until we have confirmed that it is no longer required for the investigation.

8. Missing items

If an item is missing from your order, please contact us as soon as possible after delivery.

Please provide your order number and details of the missing item.

We may check our packing records, order information, parcel weight or carrier information before providing a resolution.

9. Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@vapeloxa.com.

We will try to stop the order before dispatch.

However, orders may be processed quickly and we cannot guarantee that a cancellation request received after an order has entered the fulfilment process can be completed before dispatch.

If the parcel has already been dispatched, your request will normally be handled as a return after delivery, subject to your statutory rights and the conditions in this policy.

10. Return shipping costs

Please use a suitable and secure shipping method when returning goods. We recommend obtaining proof of postage and keeping it until your return has been completed.

11. Do not send returns without instructions

Please contact us before sending any product back. This allows us to:

• confirm whether a return is required;
• provide the correct return address;
• identify your parcel when it arrives; and
• deal with your request more efficiently.

Sending an item to an incorrect address may delay the processing of your return.

12. Refunds for change-of-mind returns

Where you validly cancel an eligible online purchase and return the goods in accordance with this policy, we will issue the refund in accordance with your statutory rights.

• Where applicable, this includes the price paid for the eligible returned goods and the cost of our standard delivery option.
• If you selected a more expensive delivery method than our standard delivery service, we are not normally required to refund the additional delivery cost.
• A refund may be reduced where permitted by law if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to inspect them.

13. Refund processing

Where a refund is due following a cancellation and return, we will process it within the period required by applicable UK consumer law.

• For returned goods, this is normally within 14 days after we receive the goods back or, where applicable, after you provide evidence that you have sent them back.
• Refunds will normally be made to the original payment method unless another method is expressly agreed.
• Once we issue a refund, your bank, card provider or payment provider may require additional time to show the funds in your account. This processing time is outside our direct control.

14. Refunds for faulty or incorrect products

Where a refund is due because an item is faulty, damaged, incorrect or not as described, we will refund the amounts required under applicable consumer law.

We will not charge a customer a return fee where we are legally responsible for the return.

15. Products that cannot be returned for change of mind

In addition to any statutory exceptions, we may be unable to accept a change-of-mind return for:

• sealed goods that have been unsealed after delivery and are not suitable for return for health protection or hygiene reasons;
• products that have been used beyond what is reasonably necessary to inspect them, where the nature of the product means it cannot appropriately be resold;
• goods that have been altered, modified or damaged after delivery; or
• any other goods excluded from cancellation rights under applicable UK law.

These exclusions do not remove your rights where goods are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law.

16. Batteries, devices and charging issues

If you experience a problem with a rechargeable vaping device or battery-powered product, stop using it if you believe it may be unsafe.

Please contact us with your order number and a description of the issue. We may ask for photographs, video or information about the charging equipment used so that we can assess the problem.

Damage caused by misuse, incompatible charging equipment, physical damage, liquid ingress, unauthorised modification or failure to follow the manufacturer’s instructions may not constitute a product fault.

This does not affect your statutory rights where the product itself was faulty.

17. Flavour preference

Individual flavour preference is subjective.

A customer disliking the taste or flavour of a correctly supplied product does not, by itself, mean that the product is faulty.

An unopened and otherwise eligible product may still qualify for a change-of-mind return in accordance with this policy.

If a product tastes abnormal because you reasonably believe it is defective, please contact us so that we can investigate.

18. Promotional and discounted items

Products purchased during a promotion, sale or with a discount code have the same statutory rights as products purchased at their normal price.

Where a refund affects the conditions of a multi-buy offer, bundle or promotional discount, the refund may be calculated to reflect the terms of the original promotion where legally permitted.

Your statutory rights are not reduced because an item was purchased at a discounted price.

19. Bundles and multi-buy offers

If products were purchased as part of a bundle or multi-buy promotion, please contact us before returning individual items.

Where permitted by law, the refund may need to take account of the promotional price that would have applied to the items you keep.

Any calculation will be explained to you before the return is completed.

20. Gifts

Refunds will normally be made to the original payment method used to place the order.

If you received the product as a gift, please contact us and we will explain the options available. We may require the original order details or other proof of purchase.

21. Proof of purchase

We may ask for reasonable proof that the product was purchased from Vapeloxa.

Normally, your Vapeloxa order number is sufficient.

Other acceptable evidence may include your order confirmation, payment record or other information that allows us to identify the transaction.

22. Returned-to-sender parcels

If a parcel is returned to us by the delivery carrier, we will review the reason for the return.

Examples include:

• an incomplete or incorrect address;
• unsuccessful delivery attempts;
• failure to collect the parcel;
• refusal of delivery; or
• carrier-related issues.

What happens next will depend on the circumstances.

• Where the return resulted from an error on our part or the carrier’s responsibility to us, we will provide the appropriate resolution.
• Where the parcel was returned because incorrect or incomplete delivery information was supplied by the customer or the parcel was not collected, additional delivery charges may apply where legally permitted.

23. Refused deliveries

Refusing a parcel does not necessarily complete the formal cancellation process.

If you wish to cancel your order, please contact us so that we have a clear record of your cancellation request.

Once a refused parcel is returned to us, we will process any refund due in accordance with your statutory rights and this policy.

25. Abuse of the returns process

We may investigate return claims where there is reasonable evidence of fraud, deliberate misuse, product substitution or abuse of the returns process.

This does not affect genuine customers exercising their statutory rights.

We will not refuse or restrict a legitimate statutory remedy simply because a customer has previously made a return.

26. Your statutory rights

This Returns & Refunds Policy is intended to explain our process in clear language. It does not replace or restrict your statutory rights.

Your rights may include protections under the:

• Consumer Rights Act 2015; and
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any provision of this policy conflicts with rights that cannot legally be excluded or restricted, your statutory rights will apply.

27. Contact us

For returns, refunds, damaged items, incorrect orders or faulty products, please contact Vapeloxa Customer Support.

• Email

  support@vapeloxa.com — or use our Contact Us page (ticket or WhatsApp).

• Order number

  Please include your order number wherever possible so that we can locate your order and respond more efficiently.

28. Changes to this policy

We may update this policy from time to time to reflect changes to our services, processes or legal requirements.

The latest version will always be published on this page.

Related policies