Refund and Returns Policy

Your Rights at a Glance

Before reading the full policy, here is a summary of your key rights when purchasing from Vape7Store. You have 14 days from receiving your order to cancel for any reason, provided the products are returned unopened and sealed. Faulty products can be returned within 30 days for a full refund, regardless of whether they have been opened. After 30 days, faulty products are eligible for repair or replacement. Opened products that are not faulty cannot be returned due to hygiene regulations. These rights are established by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights as a UK consumer.

14-Day Cancellation Right (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your cooling-off period. It applies to all products purchased from Vape7Store, subject to the conditions below. To cancel, you must inform us by sending a clear written statement to the email address on our Contact Us page before the 14-day period expires. You may use the following wording: "I wish to cancel my order [order number], placed on [date] and received on [date]." Once you have notified us, you must return the goods within 14 days of your cancellation notice. Goods must be returned in their original, unopened, sealed condition with all packaging intact. We will process your refund within 14 days of receiving the returned goods or receiving evidence that you have sent them, whichever is earlier. Your refund will include the cost of standard delivery that you paid on the original order. If you chose a delivery method more expensive than standard, we will refund only the standard delivery cost. You are responsible for the cost of returning the goods to us, unless the items are faulty, not as described, or we sent the wrong product.

Hygiene Exception — Sealed Products

Vaping products are sealed for health protection and hygiene. Under the Consumer Contracts Regulations 2013, the 14-day cancellation right does not apply to goods sealed for hygiene reasons once the seal has been broken. This means you cannot return products for a change-of-mind refund if the seal has been broken, the packaging has been opened, the pod has been inserted into a device, the e-liquid bottle has been opened, or the product has been used in any way. This exception exists because vaping products come into contact with the mouth and respiratory system. Once a seal is broken, the product cannot be verified as uncontaminated and cannot be resold. This is standard practice across all UK vape retailers. This hygiene exception does not apply to faulty products. If your product is genuinely faulty, you can return it regardless of whether it has been opened or used. See the section below on faulty goods.

Faulty Goods — Your Consumer Rights Act 2015 Rights

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If you receive a product from Vape7Store that is faulty, defective, not of satisfactory quality, or does not match its description, your statutory rights apply regardless of whether the product has been opened or used.

Within 30 days of delivery, you have the right to reject a faulty product and receive a full refund. This is your short-term right to reject. You do not have to accept a repair or replacement within this 30-day window — you are entitled to a full refund if you prefer.

After 30 days but within six months, you have the right to request a repair or replacement. If the repair or replacement is not possible, is not carried out within a reasonable time, or is unsuccessful, you are entitled to a full refund or a price reduction.

After six months, you can still request a repair or replacement, but the burden of proof shifts to you. You would need to demonstrate that the fault was present at the time of delivery rather than caused by normal use or wear.

These rights cannot be excluded or limited by any retailer. If a product is genuinely faulty, it does not matter whether the seal has been broken, the packaging has been opened, or the product has been used. Faulty goods override the hygiene exception entirely.

Wrong Item or Not as Described

If we send you the wrong product or a product that does not match its description on our website, please contact us within 48 hours of delivery. We will arrange collection or provide a prepaid return label at no cost to you. Once we receive the incorrect item, we will dispatch the correct product or issue a full refund, including any return postage costs you incurred. You do not need to cover return costs when we have made the error.

Damaged in Transit

If your order arrives damaged, please contact us within 48 hours of delivery with photographs of the damage to both the packaging and the product. We will arrange a replacement or issue a full refund. You do not need to return damaged goods unless we specifically request it — in which case we will provide a prepaid return label. Please retain all packaging until your claim is resolved, as we may need this evidence when investigating with our delivery partner.

How to Return a Product

To begin a return, contact us by email at the address on our Contact Us page. Include your order number, the product you wish to return, and the reason for the return (cancellation, fault, wrong item, or damage). We will respond within 48 hours with return instructions. Package the product securely in its original packaging where possible. We recommend using a tracked delivery service for your return, as we cannot accept responsibility for items lost in transit before they reach us. Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved. Approved refunds are processed within 14 days of receiving the returned goods. Your refund will be issued to the same payment method used for the original order. Please allow up to five additional working days for your bank or card provider to process the refund into your account.

Items Not Eligible for Return

The following items cannot be returned for a change-of-mind refund. Any product where the hygiene seal has been broken or the packaging has been opened. Any e-liquid bottle that has been opened or partially used. Any prefilled pod that has been inserted into a device or used. Any product that has been damaged through misuse, neglect, or failure to follow the manufacturer's instructions. This does not apply to genuinely faulty products. Faulty goods can always be returned regardless of whether they have been opened, inserted, or used. If you are unsure whether your issue qualifies as a fault, please contact us and we will assess your case.

Refund Timescales

For cancellations within the 14-day cooling-off period, refunds are processed within 14 days of receiving the returned goods. For faulty products returned within 30 days, refunds are processed within 14 days of receiving the returned goods. For wrong items or items not as described, refunds are processed within 14 days of receiving the returned goods or dispatching the correct replacement. All refunds are issued to the original payment method. Please allow up to five additional working days for your bank or card provider to complete the transaction. If you have not received your refund within seven working days of our confirmation email, please check with your bank first. If the refund still has not appeared, contact us and we will investigate.

Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different flavour or variant, the quickest method is to place a new order for the item you want and return the unwanted item for a refund following the process described above. This ensures you receive your preferred product as quickly as possible without waiting for the return to be processed first.

Sale and Promotional Items

Products purchased at a reduced price during sales or promotions are subject to the same return and refund rights as full-price items. Your statutory rights under the Consumer Rights Act 2015 apply equally to discounted goods. If a product is faulty, you are entitled to the same remedies regardless of whether you paid full price or a promotional price.

Contact Us About a Return

If you need to return a product, report a fault, or have questions about this policy, please contact us using the details on our Contact Us page. Include your order number in all correspondence to help us locate your order quickly. We aim to acknowledge all return requests within 48 hours during business days. If you are not satisfied with how we handle your return or complaint, you have the right to contact your local Trading Standards office, Citizens Advice Bureau, or the courts of England and Wales. Nothing in this policy limits your statutory rights as a consumer under UK law.

Frequently Asked Questions

Can I return an opened vape product to Vape7Store?

Only if it is faulty. Vaping products are sealed for hygiene reasons, and the 14-day cancellation right does not apply once the seal is broken. However, faulty goods can always be returned regardless of whether they have been opened or used.

How long do I have to return a product?

14 days from delivery for a change-of-mind cancellation (products must be unopened and sealed). 30 days for a full refund on faulty goods. After 30 days, faulty products are eligible for repair or replacement under the Consumer Rights Act 2015.

How long does a Vape7Store refund take?

Refunds are processed within 14 days of receiving the returned goods. Your bank or card provider may take up to five additional working days to complete the transaction. All refunds are issued to the original payment method.

Who pays for return postage?

For change-of-mind returns, you pay the return postage. For faulty products, wrong items, or items not as described, Vape7Store covers all return costs. We will provide a prepaid return label or reimburse your postage.

What if my order arrives damaged?

Contact us within 48 hours of delivery with photographs of the damage. We will arrange a replacement or full refund. Retain all packaging until the claim is resolved, as we may need it for investigation with our delivery partner.

Can I exchange a product for a different flavour?

We do not offer direct exchanges. Place a new order for the flavour you want and return the unwanted item for a refund. This is the quickest way to get your preferred product without waiting for the return to be processed.