Refunds and Returns

At Vape Direct, we want you to be happy with your purchase. If something isn't right, we're here to help. This policy explains returns, refunds and faulty products for online, telephone and in-store purchases. It does not affect your statutory consumer rights.

1. Changed your mind? Online and telephone orders

For most orders placed through our website or by telephone, you have 14 days from the day after you receive your goods to tell us that you wish to cancel your order. If your order arrives in separate deliveries, the period normally runs from the day after the last item is delivered.

After telling us you wish to cancel, you have a further 14 days to return the goods. You can cancel by emailing support@vapedirect.com, using our contact form, or sending us the model cancellation form at the bottom of this page. Using the model form is optional. Please include your order number where possible.

You can examine items as you would in a shop. Please take care of the goods and return any accessories and original packaging where possible. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any loss in value. Missing original packaging alone does not automatically remove your cancellation rights.

Some goods have specific cancellation exceptions. See the next section.

2. E-liquids, prefilled pods and hygiene-sealed products

Some products supplied with a protective seal for health protection or hygiene reasons may be excluded from change-of-mind cancellation once that seal has been broken, where the legal exception applies. Depending on the nature and packaging of the product, this may include certain e-liquids, nicotine salts, prefilled pods, mouthpieces and other sealed consumables.

We do not automatically exclude an entire category simply because the product has been opened. Each return is assessed against the applicable cancellation rules. Eligible unopened goods may be returned within the cancellation period.

These restrictions do not affect your rights if goods are faulty, damaged, incorrectly supplied or not as described.

3. Faulty, damaged or incorrect products

If an item arrives damaged, develops a fault or is not what you ordered, please contact us as soon as reasonably possible at support@vapedirect.com or through our contact form. Please include your order number, a description of the problem and, if helpful, photos or a short video.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. For qualifying faults, you normally have a short-term right to reject goods within 30 days. After that period, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances. Your rights may continue beyond any manufacturer's warranty period.

We may need to inspect or assess the item to establish the issue. Normal wear and tear, accidental damage or damage caused by misuse is not generally a manufacturing fault. Any additional manufacturer's warranty is separate from your statutory rights.

Where required by law, we will cover reasonable return costs for faulty goods or goods supplied incorrectly. If we have sent the wrong item, please contact us so we can arrange the appropriate remedy.

4. How to return an item

Please contact us before sending a return so we can provide the correct instructions and help resolve the issue promptly. We recommend using a tracked delivery service and keeping proof of posting.

For eligible change-of-mind returns, you are responsible for the direct cost of sending the goods back, where this has been explained before purchase. For returns due to a qualifying fault or our error, we will cover reasonable return costs where required by law.

Returns address:
Vape Direct Returns
Unit 9, Stacey Bushes Trading Centre
Stacey Bushes
Milton Keynes
MK12 6HS
United Kingdom

Please include your order number or return reference. Do not post damaged lithium batteries or other potentially unsafe items without contacting us first for safe return arrangements.

5. Refunds

For a valid cancellation under the online or telephone cancellation rules, we will refund the amount due without undue delay and no later than 14 days after we receive the returned goods or you provide evidence of having sent them back, whichever is earlier. If we have not yet dispatched the goods, the relevant refund deadline is normally 14 days after you inform us that you wish to cancel.

Where applicable, we will also refund the original standard delivery charge for a cancelled order. Extra charges for a more expensive delivery option chosen by you are not normally refundable. For partial order cancellations, original delivery charges may not be refundable.

Refunds are normally made to the original payment method unless you expressly agree otherwise, without additional refund fees. Your bank or payment provider may take further time to display the funds.

6. Purchases made in store

In-store purchases do not generally have an automatic legal right to a change-of-mind refund. As a goodwill gesture, we offer returns or exchanges within 14 days for unused, sealed items in their original packaging, subject to any applicable product-specific conditions explained at purchase. Please bring your receipt or other proof of purchase to one of our stores.

This goodwill policy does not affect your statutory rights if an item is faulty, not as described or not fit for purpose.

7. Manufacturer warranties

Some products include an additional manufacturer's warranty or commercial guarantee. This is separate from, and does not replace or limit, your statutory rights. Please see our Product Warranty page for further details.

8. Contact us

Email: support@vapedirect.com
Telephone: 01908 579 888 (Monday to Friday, 9am to 5pm)
Online: Contact form

Please provide your order number where possible so we can help promptly.

9. Model cancellation form (optional)

You can use the wording below to cancel an eligible online or telephone order. You do not have to use this form: any clear statement that you wish to cancel is sufficient. Copy the form into an email to support@vapedirect.com, send it using our contact form, or post it to the returns address above.

Nothing in this policy affects your statutory consumer rights.