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1. Faulty or Defective Products

If you receive a product that is faulty or damaged:

  • You must contact our customer support team within:

    • 7 days of receipt (UK orders)

    • 14 days of receipt (European orders)

To report the issue, please email: help@vapesupplieruk.com

Include:

  • Your order number

  • A description of the fault

  • Photo or video evidence showing the issue

  • Images of the original packaging (if available)

Once received, we will review your case and provide a resolution, which may include:

  • A replacement item

  • A partial or full refund, depending on the issue

⚠️ Note: Items showing signs of misuse, damage from improper handling, or user-inflicted issues will not be eligible for refund or return.

2. Mistaken or Incorrect Items

If you received the wrong product:

  • Contact us at help@vapesupplieruk.com within 7 days of delivery.

  • Provide:

    • Your order number

    • A clear photo of the item received and its packaging

After verification:

  • We will ship the correct item or issue a refund, depending on availability.

  • We may request the mistaken item to be returned before dispatching the replacement.

3. Missing Items in Your Order

If part of your order is missing:

  • UK Orders: Contact us after 7 days from the dispatch date.

  • International Orders (including EU): Contact us after 15 working days from dispatch.

We will investigate with our courier partners and resolve the issue promptly.

4. Return of Unwanted Disposable Vapes

Due to health and hygiene regulations, we only accept returns of unopened disposables that remain in their original, sealed packaging.

Return Request Timeframes:

  • UK Customers: Within 7 days of the order date

  • European Customers: Within 14 days of the order date

Refunds will be processed after inspection of the returned items.

❌ We do not accept returns of opened, used, or tampered disposable vape products.

5. Return Shipping Policy

  • Customers are responsible for return shipping costs unless the item is faulty or sent in error.

  • We recommend using a tracked and insured shipping service.

  • Vape Supplier UK is not liable for returns lost in transit.

  • Original shipping fees are non-refundable and will be deducted from any refund.

6. Purchases Made Abroad

For international customers:

  • Customs duties, import taxes, and local handling fees are the responsibility of the customer.

  • Vape Supplier UK is not responsible for:

    • Delays

    • Customs holds

    • Charges applied by your local customs authority

7. Products Purchased from Other Retailers

We only process returns, refunds, or replacements for items purchased directly from vapesupplieruk.com.

If you purchased our products through a third-party retailer, please contact them directly for support.

8. Product Misuse Disclaimer

We are not liable for damage or faults resulting from misuse. This includes:

  • Using incompatible e-liquids

  • Overcharging or mishandling devices

  • Disassembling, modifying, or tampering with hardware

  • Exposure to water, moisture, or extreme temperatures

9. Returns Address

All approved returns should be sent to:

Vape Supplier UK (Inc. Aroma Family)
Unit 3, 10–16 Harris Street
Manchester, M8 8EG
United Kingdom

📦 Please include in your return package:

  • Your full name

  • Order number

  • Reason for return