In case you ordered the products online and find that the product is faulty or parts missing, then please do not hesitate to contact us via info@vapegen.co.uk or contact us page on the website, within 7 days after receiving the delivery. Please make sure you use your order number otherwise it may delay processing your request.
In case products are purchased online or in-store then products returned to us will be checked, so make sure you return in good condition and with the original packaging and will be replaced or fixed, if deemed faulty or cant repaired then upon discretion will be refunded or exchanged. If you decide to return the product in case you changed your mind then we will process the refund excluding the delivery charge and the customer will have to pay for the return postage as well. So make sure you use signed for delivery service and must be packaged well as we will not be liable for the damage caused during the transit.
We can only dispatch/issue/exchange the replacement product upon receipt of a faulty product and examining thoroughly, which usually takes 48 hours after we have received it. Once we receive the product we will thoroughly check and if the product working without any issues then no refund or exchange will be offered, also customers will have to pay a delivery charge for returning their product.
E LIQUID AND DRIP TIPS
In the 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 with or altered in any way 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 occurrences, if you find that the e-liquid is damaged in any way 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. In case of store purchase, for the extended warranty, customers will have to give the items back to us so that we can return the item back to the supplier, which usually takes 2-3 weeks, so make sure you return the item with the original packaging and will be replaced or fix if deemed faulty or cant repair then upon discretion will be refunded or exchanged. Warranty will be void in case of any accidental damage or customer tried to alter/misuse or if it's damaged in any way, we reserve the right to cancel a return or refund.
The e-cig batteries are considered semi-disposable by nature which means that they 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.
DISPOSABLES
Atomizers Disposable vapes are consumable items, therefore for hygiene purposes, they cannot be accepted in returns for inspection and manufacturers do not accept them. Any items received and packaging is opened, it is considered as dead. Also claims for the items not tasting as described cannot be validated for hygiene reason mentioned above and voids the warranty. The number of puff counts can only be taken as a guide from the manufacturer. Any items received faulty must be reported with full information within 7 working days of order and we will try to compensate where possible.
ATOMIZERS AND CLEOROMIZERS
Atomizers and Cleoromizers are considered 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 a faulty item is only eligible for return.
ACCESSORIES
The accessories supplied by us like chargers, and adaptors come with a one-month guarantee and have a life cycle of about 3-6 months. In case of faulty items 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 any way, then we reserve the right to cancel a refund or return.
RECHARGEBALE PRE-FILLED VAPES - It is important to understand that you are accountable for the expenses associated with returning any opened and used faulty disposable. Should your product be classified as dead on arrival, we will gladly reimburse your shipping fees. Our Quality Control team will inspect all products to confirm the DOA status and to ensure that they have not been utilized.
Warranty Exceptions
All warranties mentioned above do not apply to:
1. normal wear and tear;
2. intentional damage, unusual storage or working conditions, accidents, or negligence on your part or that of any third party;
3. your failure to operate or utilize the products according to the provided instructions;
4. your failure to perform regular maintenance on the products, including routine cleaning of components and connectors;
5. any modifications or repairs made by you or by a third party who is not one of our authorized repairers; or any specifications provided by you.
This does not impact your legal rights concerning products that are defective or not as described. Information regarding your legal rights can be obtained from your local Citizens' Advice Bureau or Trading Standards office.
Defective or Damaged Goods
In the rare case that any product is found to be defective, you must notify our Customer Service team within 24 hours of receiving the goods. Claims submitted after this timeframe may not be accepted. Please refrain from disposing of any goods before reporting the issue, as we may need batch numbers, photographic evidence, and/or may request the return of the item to us.
Upon receiving defective goods, we will conduct testing and inspection of the product. If the item is determined to be defective, we will provide you with a refund or replacement within 30 days. All refunds will be processed using the same payment method that was used to place the order. If the product is no longer in stock, we will issue a refund that includes your postage fees, or offer an exchange for an alternative product of your choice.
If the goods are found not to be defective, or if damage is due to misuse, accidental damage, or normal wear and tear, we will not provide a replacement or issue a credit, and you will be responsible for all costs associated with returning the goods to us.
We may ask you additional questions either before or during the returns process, or provide recommendations on product usage to minimize unnecessary returns. Please assist our Customer Service team by supplying as much information as possible regarding any reported issues.
