Refunds and Returns

We want you to be happy with what you buy from us. This page explains how returns and refunds work for online, phone and in-store purchases. It sits alongside our Terms and Conditions and does not reduce your legal rights.

Changed Your Mind? Online and Phone Orders

You can return any order placed on vapedirect.com or by phone within 14 days of receiving it, for any reason, provided the items are unused, sealed and in their original packaging. This is your right under the Consumer Contracts Regulations 2013 and we apply it to every order.

1. Tell us within 14 days of delivery: email support@vapedirect.com with your order number and what you want to return, or call 01908 579 888.
2. Send the items back within 14 days of telling us, to Vape Direct Returns, Unit 9, Stacey Bushes Trading Centre, Stacey Bushes, Milton Keynes MK12 6HS. Use a tracked service and keep proof of posting; the goods are your responsibility until they reach us.
3. We refund the price of the goods and our standard delivery charge to your original payment method within 14 days of receiving the return, or of your proof of posting, whichever is earlier. Return postage is at your cost unless the item is faulty or not what you ordered.

If you would prefer an exchange, say so when you contact us and we will arrange it.

What We Cannot Take Back

For health and hygiene reasons we cannot accept change-of-mind returns on items that have been unsealed or used: e-liquids, nic salts, shortfills, prefilled pods, disposables, coils, replacement pods, tanks and drip tips. Sealed, unopened items in these categories can be returned as normal. This exemption is set by the regulations, not by us, and does not apply to faulty goods.

Faulty or Wrong Items

Under the Consumer Rights Act 2015 everything we sell must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of receiving a faulty item you can choose a full refund, a replacement or a repair.
• After 30 days and within six months, we will replace or repair it, and refund you if we cannot.
• If we sent the wrong item, we will send the right one and cover the return.

Contact us first so we can sort it quickly. In many cases we can diagnose the problem over the phone or in store without a return. We refund reasonable return postage for faulty goods. Faults caused by misuse, incorrect charging, modification, liquid damage or normal wear of consumables such as coils, pods and batteries are not covered; see our Warranty page.

Bought In Store

Bring the item and your receipt to any of our three stores. Unused, sealed items in original packaging can be returned or exchanged within 14 days as a goodwill gesture. Faulty items are covered by the Consumer Rights Act as above, whichever store you bought from.

Refund Timing

Refunds go back to the card or payment method used for the order. Once we have processed a refund it can take up to five working days to show on your statement, depending on your bank.

Contact

Email support@vapedirect.com, call 01908 579 888 (Monday to Friday 9am to 5pm) or use our contact page.

Last updated: 4 October 2026.