Applying for a refund or to return a product
We offer a 14 day refund on all our products with the exception of E-Liquids. E-liquids are non-refundable.
Unless the item has a manufacturer defect all items have to be unused and returned in original packaging including all accessories and manuals to qualify for a refund.
Please read the Terms and Conditions below and follow these steps to apply for a refund:
In order to return, you will need a Returns Authorisation Number. To get your Returns Authorisation Number please send an email to firstname.lastname@example.org with the following details:
- Order ID
- Reason for refund
We will send you a Returns Authorisation Number within 24 hours. Goods returned without an authorised returns number will not be accepted and will be returned to sender.
Once you have received the Returns Authorisation Number complete the returns form with the relevant details (click here to download the form)
Please include the following when returning the item(s)
- Item(s) you wish to return
- Completed returns form
- A postal receipt (if applicable to receive a postal refund)
Please note: Any goods returned must be in their original packaging.
Terms & Conditions
For Faulty Goods:
- To qualify for a refund or exchange, the faulty product must be free of faults caused by accident, neglect, misuse or normal wear and tear.
- We test every item returned to us, once received it will be inspected and tested by our test centre. A replacement will be authorised should a fault be found.
- In the event of a replacement not being available, an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered including shipping cost.
- If no fault can be found by our test centre, the item/s will be returned to you after the return shipping cost has been paid.
For damaged goods:
- If any item arrives damaged please contact our customer service team (email@example.com) within 24hrs of delivery for a replacement order.
- Items not claimed as damaged after this period may not be authorised for replacement.
For non-faulty goods:
- If the goods we deliver are not what you ordered or the delivery is of an incorrect quantity, Vape Guru shall have no liability to you unless you contact our customer service team within 3 days of receipt for a Returns Authorisation
- If you notify a problem to Vape Guru under this condition, our only obligation will be, at its option: - to make good any shortage, mispick or non-delivery; or to refund to you the amount paid by you for the goods in question to the original method of payment.
- All goods returned will be inspected for damage and authenticity upon receipt, if Vape Guru discovers any defects, we reserve the right to refuse to refund or replace and return the item(s) to you.
- If you no longer want your purchase and it remains unopened and unused, you can arrange to return it to us within 14 days of receipt for a refund. Please be aware that we will not refund your postage costs, as there is no error on our part.
- You are entitled to examine the goods ordered as you would in a shop. However please note if you use the Goods, you may lose your right to cancel your purchase and return the Goods. Use would include, but not limited to, filling the tank with e-liquid, vaping with the Goods, opening the spare coils and installing them, scratching and verifying the authentication code. We reserve the right to examine the goods before agreeing on the refund. We also reserve the right to charge you for the value of any Goods returned which are deemed to have been used or damaged whilst in your prossession, up to the full cost of the product.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org