Return & Refund Policy

If you change your mind about your purchase, you may return the item to us in its original condition for a refund or exchange.

Unless the item is faulty, returns must be made within 28 days of receiving your order.

To be eligible for a return, the item must be:

  • In its original packaging
  • Undamaged
  • In a resellable condition

Once your return is received and inspected, we will process your refund to the original payment method. This applies to all purchases, including sale or clearance items.

Items That Cannot Be Returned

The following items are non-returnable unless faulty or not as described:

  • Coils
  • Opened bottles of e-liquid
  • Personalised products

This does not affect your statutory rights.

Terms and Conditions

If you change your mind, you may return your item within 28 days, provided it is in resellable condition.

Resellable condition means:

  1. Item is in original packaging
  2. Item is not damaged (excluding reasonable inspection)

Refunds

  • Refunds are issued to the original payment method
  • Sale items are eligible for refunds
  • If returning the full order, delivery charges will also be refunded
  • If returning part of an order, only the returned items will be refunded

This policy does not affect your statutory rights.

Payment Methods and Refunds

Your refund will be processed based on your original payment method:

  • Credit / Debit Card: Refunded to the same card used for purchase
  • Gift Card / Store Credit: Returned to your account for future use

Returning a Non-Faulty Item

Under the Consumer Contracts Regulations 2013, you have the right to cancel and return your order within 28 days of delivery.

To qualify:

  • Items must be unused and in resellable condition
  • Items must include original packaging

Please note:

  • Vape Portal does not cover return shipping costs for unwanted items
  • You are responsible for returning the item safely

To arrange a return, please contact us at: orders@vapeportal.co.uk

Exclusions

These regulations do not apply to:

  • Coils
  • E-liquids
  • Personalised items

Returning a Faulty Item

If your product develops a fault, we aim to resolve the issue quickly and efficiently.

We offer a 6-month warranty on most products (excluding coils and e-liquids).

What to do:

  1. Contact our support team via email
  2. We will help troubleshoot the issue
  3. If the item is confirmed faulty, we will arrange a return

Once confirmed:

  • We will provide return instructions
  • A free returns label may be issued
  • You will receive a refund or replacement

Please note:
This does not apply to coils or e-liquids, as these are perishable items.

International Returns

For international returns, the same conditions apply for faulty and non-faulty items.

Important:

  • Contact us before returning any item
  • Return shipping costs will be refunded (for faulty items only)
  • Refunds for postage will be issued in GBP (£) and may vary due to exchange rates

If customs refuse the returned goods, any additional charges may be deducted from your refund.

Refund Processing Time

Once your returned item is received and inspected, refunds will be processed within 4–7 working days.

Contact Us

For all returns and refund enquiries, please contact:

Email: orders@vapeportal.co.uk