Return & Refund Policy
Refund Policy
Below is a guide to situations where you can seek a refund, and the details of the amount refunded to you in each scenario:
● If you cancel your order after placing it, and our warehouse team has not yet processed it, you can get a full refund, including shipping charges. Note: Once the warehouse team has processed your order, it cannot be cancelled.
● Refunds are only initiated if the received product is faulty or damaged not for change of mind or flavour preferences. If you receive a product that doesn't suit your taste or preferences, a refund would not apply. However, if you receive a different product than the one you ordered, a refund would be applicable.
● After receiving your order, if you return the product within the eligible return period and request a refund, you will receive a refund of the product value, but not the shipping charges.
● If a customer enters an incorrect delivery address, the responsibility for any resulting refund does not fall on us.
● In the case of a parcel returned due to an incorrect address, a refund will be processed for the total order amount, minus a deduction of £2.99 to cover shipping costs.
● If a customer claims a parcel is lost, but our courier partner provides legitimate proof of delivery to the designated address, no refund will be issued.
● If our customer support team requires further information to process your order — such as ID or age verification and you are unwilling to provide it, we will issue a full refund, including shipping charges, and will not process the order further.
● If any item in your order is out of stock, you will receive a refund for the missing item and the rest of your order will be dispatched as normal. If all items in your order are out of stock, you will be eligible for a full refund due to unavailability of stock.
● If you receive a product that is faulty or does not work as expected, please contact our customer service team. We may request a photo or video to verify the issue. Once verified, you will receive a full refund without shipping charges.
● If you receive an order where the product(s) are damaged or leaking, you will receive a full refund without shipping charges.
● If any item in your order is missing, you can receive a refund for the missing item(s), excluding shipping costs.
● Depending on the situation, we may also offer discount codes as a quick resolution to complaints, or arrange a replacement to be sent instead of a refund.
● Refunds typically take 2–14 working days to reflect in your account.
When you become eligible for a refund, the amount will be returned to the same payment method used to place the original order.
Please also refer to the Return Policy below for further details.
Return Policy
To return an item, please contact our customer support team first there is no RMA form required. Simply provide the following details when requesting a return:
● Name
● Registered email address or phone number
● Order number
● Reason for return
● Item(s) being returned
1. Our Goodwill Guarantee Vape Portal UK offers a goodwill guarantee to our customers that is more generous than the standard legal rights under the Consumer Contracts Regulations. Our goodwill guarantee allows you to return products within 30 days of delivery, provided the items are unopened, unused, and fully sealed in their original packaging. This goodwill guarantee does not affect your legal rights regarding faulty or misdescribed products.
2. Unsealed or Used Products You cannot return or exchange a product once it has been unsealed, opened, or consumed, except where the product is faulty or misdescribed.
3. Return Timeframe Once you (or a nominated recipient) receive your order, you have 30 days to reconsider your purchase. If your order is delivered across multiple dates, the 30-day period begins from the date you receive the final item in that order.
4. How to Start a Return To begin a return, contact us via email at orders@vapeportal.co.uk, including:
● Your name and order number (or your name and address if you don't have your order number)
● The reason for your return
5. Cancelling Under the Consumer Contracts Regulations If you wish to cancel your order under your statutory right to change your mind, you must send the product(s) back within 14 days of informing us of your decision to cancel. Please use a traceable delivery method and retain proof of postage without this, we are unable to process a refund. Refunds will only be issued once we receive the returned product(s).
6. Who Pays for Return Shipping We will cover the cost of return shipping in the following circumstances:
● The product received is faulty or does not match its description (please avoid using the product in this case).
● The contract is being ended due to a delivery delay caused by circumstances beyond our control, a change to the product, a pricing or description error, or another issue on our part.
In all other circumstances — including where you simply change your mind — the customer is responsible for return shipping costs.
7. Faulty Product Returns Faulty products can be returned within a 28-day window under this policy. If a product carries a manufacturer's warranty that extends beyond this period, you may contact the manufacturer directly to exercise that warranty.
8. Order Cancellations by Us If payment for an order is not received within the required timeframe, or if an incorrect delivery address is provided, we reserve the right to cancel the order.
Return Conditions Summary
● Returns must be initiated within 30 days of delivery.
● Products must be unused, in original and resalable condition, and in proper packaging.
● Shipping charges are non-refundable, and customers are responsible for return shipping costs (except where outlined in Section 6 above).
● Please contact our customer support team before sending any items back, so we can assist you through the process.
Contact Us
For any questions about returns, refunds, or to start a return request, please get in touch:
Our customer support team is happy to assist with any questions or concerns regarding your return.
