We accept returns for all products sold via UK Vape Mall. If you have an issue or query regarding your order please contact customer services immediately on +44 7925187037 or email info@ukvapemall.com.

Unwanted items purchased online

Unwanted items or entire orders can be returned to us within 14 calendar days from the date you received it.

  • To be eligible for a return, your item must be unused and in the same condition that you received it.
  • Your item must be in the original packaging.
  • You must notify us within 14 days of purchase that you want to return an item.
  • Returned items must be received within 14 days of the returns form being issued.

Please Note: Due to health and hygiene reasons we cannot accept returns for e-liquids, vape kits, disposable e-cigarettes and refill pods that have been opened, unless faulty.

Faulty items purchased online

If you have received an item you believe to be faulty or you are having problems with an item you have purchased please contact customer services immediately on +44 7925187037 or email info@ukvapemall.com.

Please Note: All returns for both unwanted or faulty items must be logged via our customer services. Unauthorised returns unfortunately will not be processed.

Warranty Information

Please be aware that e-cigarette kits, mods and batteries are made up of different parts and therefore can be subject to different warranty periods. This is in part due to the consumable nature of the products including batteries, clearomizers and disposable kits.

Vape Kits / Mods

Vape kits and mods are covered by a 6 month warranty period from the date of receipt. Accidental damage or damage caused by wear and tear are not covered by this warranty. If the kit has been damaged in anyway, your warranty will also be void. Please contact us to log your problem. You may be required to return the kit or mod for assessment. For an eligible warranty claim we will require the device/mod returned to us within it's original packaging.

Batteries

We offer a 60 day warranty period on all external batteries from the date of receipt. This warranty is void if the battery is damaged due to misuse or mis-handling. General wear and tear is not covered in the 60 day warranty. If you believe your battery is faulty, please contact us stating the fault and we will assess your problem. If the issue is a manufacturers fault we will replace the battery. You may be required to return the battery to us for assessment.

Battery Chargers

All battery chargers sold are covered by a 12 month warranty from the date of purchase. If the charger is deemed to be faulty due to user error or mishandling the warranty will be void. Please contact us to log your problem. You may be required to return the charging unit for assessment.

E-Liquids / Pods / Disposable Vapes / Tobacco Sticks

E-liquids, pods, disposable kits and tobacco sticks are sold in sealed packs and not covered by a warranty. The only exception to this rule is when there is a manufacturing fault with an item. If you believe an item you have received is faulty on arrival please contact a team member within 7 days of receipt of the items. If there is a shipping error on part of the order we will replace the items. On receipt of your order any missing items must be reported to us within 48 hours of delivery to enable us to rectify the issue.

Please note: For any disposable warranty claims, we will require the batch number from the box. We are unable to replace or refund any disposable vape kits without this information. Additional video or photographic evidence may be required. Furthermore, we cannot replace or refund devices that have been thrown away or discarded.

Tanks/Clearomisers/Cartomisers

Tanks and clearomisers are not covered by a warranty as they are a consumable product. However, If the product is deemed faulty or dead on arrival and we are notified within 7 days we will replace or refund the item at our discretion. The item will need to returned to us for inspection by our technical team. We do not offer refunds or exchanges on items where damage is caused by the user.

If you believe you have purchased a faulty product and wish to make a claim please contact our customer support team via email info@ukvapemall.com, live chat or phone us on +44 7925187037.

You will be asked to describe the fault in detail, provide order number/proof of purchase and the product batch/serial number.

  • UK Vape Mall will require the faulty product to be returned to us for investigation.
  • Following our investigation, if the device is found to be faulty we will replace the item or refund.
  • If the device is found not to be faulty, the product will be returned to you with a delivery charge.

Return address

To return an unwanted or faulty item, please contact us first to obtain the return address. We will not be able to process returns without prior contact. Please note that you are responsible for the costs of returning the items to us unless stated otherwise. We recommend that all returns are sent back to us via a tracked service, and if the item is over the value of £50 to use an insured service. We cannot be held liable for any returns that have been lost in transit.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within 3-5 workings days depending on your card issuer's policies.