Vape Superstore Returns Policy

If you are not entirely satisfied with your purchase, we're here to help.

We accept returns for all products sold via Vape Superstore. If you have an issue or query regarding your order please raise a ticket via the ticketing system. Once the ticket is raised, a member of our team will be in contact to either resolve your problem or provide further details on how to return the item / order to us.

Unwanted items / Exchange purchased online

Unwanted items or entire orders can be returned to us or exchanged within 28 calendar days from the date you received it.

To be eligible for a return/exchange, your item/s must be unused and in the same condition that you received it. Your item/s must be in the original packaging with a note of your order number and reason for the return. Without this, we will not be able to identify and process your return.

You must notify us within 14 days of purchase that you want to return the item/s.
Returned items must be received within 14 days of the returns form being issued.
You may be charged postage for any item/s returned for a refund/exchange, which will be deducted from the total refunded amount.

Please Note: Due to health and hygiene reasons we cannot accept returns for e-liquids, coils, vape kits, disposable e-cigarettes, and refill pods that have been opened, unless faulty.

Faulty items purchased online

If you have received an item you believe to be faulty or you are having problems with an item you have purchased, please submit a support ticket via the contact form. A team member will help resolve the problem or supply you with the necessary returns forms.

For Warranty information on all Vape Superstore products, please click here.

Please Note: All returns for both unwanted or faulty items must be logged via our ticketing system. Unauthorised returns unfortunately will not be processed.

Return address

To return an unwanted or faulty item, please address it to:

Vape Superstore,
Unit 19 Lockwood Industrial Park,
Mill Mead Road,
London, England, N17 9QP.

Please note that you are responsible for the costs of returning the items to us unless stated otherwise. We recommend that all returns are sent back to us via a tracked service, and if the item is over the value of £50 to use an insured service. We cannot be held liable for any returns that have been lost in transit.

You may also use our pre-paid returns link (Postage costs may be deducted from any final refund amount) - click here.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within 3-5 working days depending on your card issuer's policies.

Cancellation

If you want to cancel your order prior to shipping, please notify us via the contact form, online Chat, or telephone on +44 203 3940152 as soon as possible. If the order has been packed ready for dispatch, we are unable to cancel. You still have 14 days to cancel for a full refund. Please follow the returns procedure above to arrange for your items to be returned and a refund issued.

Unwanted items purchased in-store

If you no longer need or want an item purchased in-store, you have 28 days to return the goods. You can return the items to any of our stores. To qualify for a return, the goods must be:

Unused and in the same condition as when you purchased them.
Have proof of purchase. (without proof of purchase we may not be able to offer a refund or exchange)
Have the bank card (if applicable) that you used to make the purchase.

We sometimes sell ex-display models at a reduced price. These products are sold as seen and we are unable to offer exchanges or refunds on these items.

Please Note: Due to health and hygiene reasons we cannot accept returns for e-liquids, coils, disposable e-cigarettes, and refill pods that have been opened.

Faulty items purchased in-store

If an item you purchased in-store is faulty or you are having problems, please submit a support ticket via the contact form. A team member will supply you with the necessary returns forms.

Warranty information