Our customers will be pleased to hear that all the orders placed online are covered by the Distance Selling Regulations. We are committed to find a best possible solution and these regulations are established to give you an opportunity in case if you wish to cancel your order if goods are unsatisfactory or not what you expected.
For any orders placed online, you have the right to cancel within 7 working days, but you must tell us straight away if you decide to do so. All the items/parts must be returned in original packaging and must be in a sellable condition. You must take good care of the products whilst its in your possession.
Eliquids and Drip Tips
In case of e liquid, there is no return or refund due to health and safety reasons, as well as hygiene, as we cannot establish that the liquid hasn’t been tampered or altered in anyway whether is unopened/unused or sealed.
To make sure that the flavour is right for you, we advise you to try 10ml bottles first, to avoid any disappointments. We try our best that every order is properly packaged and delivered, so in rare occurrence if you find that the e liquid is damaged in anyway then please get in touch with us and we may process a replacement for you.
We do not offer any warranty for Drip Tips due to the nature of the product.
Mods
All the batteries sold by us as Mod or part of a Starter Kit is eligible for 30 day guarantee period. Any battery considered to the faulty me be returned to us within this period so that we can process a replacement for you. If the battery is to be faulty then we would expect to return it with other accessories/parts in the original packaging/box.
The e cig batteries are considered semi disposable by nature which means that it will hold less charging over a period of time. This is part of the normal wear and tear. How to use batteries for charging and increase life expectancy, please read our guide.
Atomizers and Cleoromizers
Atomizers and Cleoromizers are considered as consumable items and are regarded as dead on arrival policy. You must contact us within 24 hours after you receive it so that we can establish faulty item and is only eligible for return.
Accessories
The accessories supplied by us like charger, adaptors come with a one month guarantee and have a life cycle of about 3-6 months. In case of faulty item or manufacturing defects, please contact us within this period so that we can replace or refund, if deemed to be faulty or beyond repair. If the product has been accidentally damaged, misused or altered in anyway, then we reserve the right to cancel a refund or return.
Returns & Refunds
We kindly ask that you reach out to our Customer Service team before returning any merchandise. In certain situations, you may receive a Returns Merchandise Authorisation (RMA) number, which must accompany the returned items. Any returns that are unsolicited or unauthorized may be discarded.
We cannot be held liable for items that are lost or damaged during transit. We advise using a recorded delivery service that is fully insured for the total value of the goods, ensuring that the correct postage is affixed. It is your responsibility to take reasonable care of any items while they are in your possession.
Returns should be received within 10 working days after you have contacted our Customer Service team. If an item is not returned within this specified period, we may be unable to accept it.
Upon receiving the returned item, we will conduct a thorough examination to confirm the fault. Please allow up to 5 working days for the item to be assessed and for either a replacement to be dispatched or a credit to be issued.
Please make sure that all returned items are securely packaged and sent to the address provided below, including the RMA (if applicable), your full name, original order number, and the reason for the return clearly written on the outside: VapeGen 8 Cornhill, Chelmsford CM1 1XE
