Returns & Refunds
Not happy with your order? We want to make things right. Please read our returns policy below before sending anything back to us.
Last updated: March 2026
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.
To be eligible for a return, your item must be:
- Unused and in the same condition as received
- In its original, undamaged packaging
- With all seals and hygiene wrapping intact
- Returned within 14 days of delivery
To start a return, please contact us at [email protected] or call 01925 393658 before sending anything back. We will not accept returns sent without prior authorisation.
2. Items We Cannot Accept Back
For hygiene and safety reasons, the following items cannot be returned or refunded once opened or used:
🚫 Non-returnable items
- E-liquids and vape juice (once seal is broken)
- Coils, pods, and atomisers (once used)
- Disposable vapes (once opened or used)
- Any product where the hygiene or tamper-evident seal has been broken
- Mouthpieces or any item that comes into contact with the mouth
ⓘ️ This does not affect your statutory rights. If any of the above items arrive faulty or not as described, please see Section 4 below.
3. How to Return an Item
Follow these steps to return an eligible item:
Contact us first
Email [email protected] or call 01925 393658 with your order number and reason for return. Do not send items back before contacting us.
Pack your item securely
Once your return is authorised, package the item securely in its original packaging. Include your name, order number, and reason for return inside the parcel.
Send it back at your cost
Return postage costs are the responsibility of the customer. We strongly recommend using a tracked and signed-for service as we cannot be held responsible for items lost in transit.
We process your refund
Once we receive and inspect the returned item, we will process your refund within 3–5 working days. Refunds are issued to the original payment method.
4. Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery at [email protected] with:
- Your order number
- A description of the fault or damage
- Clear photos of the item and packaging
We will assess your case and where a fault is confirmed, we will offer one of the following resolutions:
Replacement
We send a replacement item at no extra cost
Full Refund
Full refund to your original payment method
Partial Refund
Where only part of an order is affected
For faulty items, we will cover the cost of return postage.
5. Refunds
Once your return has been received and inspected, we will notify you by email. If your return is approved, your refund will be processed within 3–5 working days.
- Refunds are issued to the original payment method only
- Original delivery charges are non-refundable unless the item was faulty or incorrectly sent
- Return postage costs are non-refundable unless the item was faulty
- Please allow additional time for your bank or payment provider to process the refund
ⓘ️ If you paid via Klarna, your refund will be processed back through Klarna. Please allow up to 5–7 business days for this to reflect in your Klarna account. If you have any concerns, contact Klarna directly.
6. Wrong Item Received
If you receive an item that is different from what you ordered, please contact us within 48 hours of delivery at [email protected] with your order number and a photo of what you received.
We will arrange collection and send the correct item at no additional cost to you, or offer a full refund if the correct item is no longer available.
Need Help With a Return?
Our team is here to help. Get in touch before sending anything back and we’ll guide you through the process.
Vape Alive UK operates strict age verification on all orders. Our products are intended solely for adults aged 18 and over. Please vape responsibly — nicotine is addictive.
© 2026 Vape Alive UK. A trading name of NLW Media Solutions LTD. Company No. 12085530. Registered in England & Wales. | TPD Compliant | 18+ Only