Refund policy

How returns work
For all returns, whether you’ve changed your mind or believe an item is faulty, please contact us first, then send the item(s) back to us at your own cost. We recommend a tracked service and keeping your proof of postage, as we can’t refund items that don’t reach us.

Once your return arrives, we’ll inspect it and refund you within 14 days, using your original payment method. What we refund depends on the reason for the return, as set out below.

Changed your mind?
You have 14 days from the day you receive your order to tell us you’d like to cancel, and a further 14 days to send the items back.

To be returned, items must be:

  • unopened and sealed, in their original packaging
  • in the same condition you received them

For health and hygiene reasons, we can’t accept change-of-mind returns of e-liquids, pods, coils or devices that have been opened or had their seal broken.

What we refund:

  • Item price: in full.
  • Original delivery charge: refunded if you return your whole order, at our standard rate (Royal Mail Tracked 48). If you return only part of your order, the original delivery charge isn’t refunded.
  • Return postage: not refunded.

Faulty, damaged or incorrect items
If an item arrives faulty, damaged, or isn’t what you ordered, please contact us within 30 days of delivery. This applies to all items, including sale and clearance products.

Once we’ve inspected the item and confirmed the fault, we’ll refund:

  • Item price: in full, or we can send a replacement if you prefer.
  • Original delivery charge: in full.
  • Return postage: the reasonable cost of returning it by a standard tracked service, on receipt of your proof of postage.

If our inspection finds the item isn’t faulty, we’ll contact you to explain. We can then return it to you at your cost, or, if it’s unopened and within 14 days, treat it as a change-of-mind return.

Exchanges
If you’d prefer an exchange instead of a refund, just let us know.

Clearance and past-date stock
Some clearance items are sold past their best before date. This is clearly stated on the product page. We can’t accept returns for issues that were described on the listing before you bought, but your statutory rights for other faults are not affected.

How to start a return
Email us at info@vaperzway.co.uk or message us on WhatsApp with your order number, the item(s) you’re returning and the reason. For faulty items, please include a photo or short video of the problem if you can. We’ll send you our returns address and instructions.

Please don’t send items back without contacting us first.

Your statutory rights
This policy does not affect your statutory rights under UK consumer law.