Unwanted Items
Unwanted items or orders can be returned to us within 14 calendar days from the date you received it.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
We will refund you the full cost of the goods excluding delivery costs once we have received and inspected the goods, a 10% restocking fee may apply.
Please Note: Due to hygiene reasons we cannot accept returns for e-liquids, e-cigarettes and refill pods that have been opened, unless faulty.
We cannot accept returns where the product has been damaged either accidentally or intentionally and/or due to normal wear and tear.
We advise you to send any return goods using the tracked label issued to you by RVAPE and use suitable packaging as RVAPE will not accept responsibility for lost or damaged goods.
You will be liable for any costs incurred returning the item(s) to us.
To return an item or order please contact us via email info@rvape.co.uk
Please Note: All returns must be approved via our support team. Unauthorised returns will not be processed.
Faulty Items
If you have received a faulty item please contact us via our live support or email info@rvape.co.uk within 48 hours and a member of our team will try and help resolve the problem by approve a return, exchange or refund.
We may ask further questions prior or during the returns process for troubleshooting or give recommendations on the use of the product to cut down the need for unnecessary returns. We ask to please remain patient and assist our support staff with as much detail as possible.
If the fault occurs within 30 days of purchase (or delivery) we will always offer you either a repair, exchange or refund.
If the returned goods are deemed not to be faulty or the fault is caused by misuse, accidental damage or wear & tear a refund/exchange will not be issued and you will be liable for any costs incurred returning the goods to us.
We cannot accept returns where the product has been damaged either accidentally or intentionally and/or due to normal wear and tear.
Please Note: All returns must be approved via our support team. Unauthorised returns will not be processed.
USB Charging Ports
Our warranty does not cover damage to USB charging ports (bent pins etc).
Coils/Atomisers
Atomisers (replacement coils) are a consumable part of your electronic cigarette and have a limited lifespan depending on many factors. We do accept replacement coils that are DOA (dead on arrival) and you must inform us within 48 hours of receipt.
Once we have received your returned coils we will inspect these as set out in the terms above. If the coil is defective, we will replace the item and refund any costs incurred.
Please note that misused or burnt coils will not be eligible for refund as this is a consumable part and end user responsibility.
Replacement pods
Replacement pods are not covered under warranty as these are a consumable part that has a limited lifespan.
E-liquids Damaging Plastic Vape Tanks
Please note that some tanks/pods are made from polycarbonate which we feel is not suitable for some e-liquid flavours. Some flavours might affect the structural integrity causing it to graze or crack.
Please check that your tank is made from a suitable material that is not affected by flavours such as Aniseed or Citrus. We hope that all manufacturers will follow the trend towards Pyrex, glass and suitable plastics.
Our customer feedback is that our Bat Juice, Blackjack, Black Ice & Pear Drops flavours may cause this reaction in plastic tanks, along with other similar e-liquids.
We do not offer refunds or replacements for damage caused by these liquids being used in unsuitable tanks/pods.
Disposable e-cigarettes
Disposable e-cigarettes are not covered under our 28 day warranty due to the fact that they are a consumable oral product. Please be aware that any puff counts that are advertised based on estimates provided by the manufacturer.
We do not offer refunds or replacements on disposable units for failing to meet puff expectations.
If you would like any further information in regards to this matter, please feel free to e-mail us through our contact us page.
Pods can be damaged by misuse or using very strong e-liquids (tank crackers)
Pod leakage can be caused by coils being used at the incorrect wattage or coils not being inserted correctly. Please always check the correct wattage for your coil before use.
Failed Deliveries
All of our orders are sent out via recorded and signed deliveries. If you are not available to receive your items, we will not accept any liability. If they are returned to us, we will charge standard rate for a re-delivery if not re-delivered, a 10% restocking fee will apply.
If your delivery is refused or you missed your delivery and did not arrange a re-delivery or arrange collection from the courier or for international orders, if customs duty is not paid and the order is returned to us, a refund or re-delivery can only be made when the order is returned and received by us, the original delivery cost is non-refundable.
If you have requested for your order to be returned to sender a 10% restocking fee will apply.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund for the item (plus any shipping costs incurred for faulty items) to your credit card (or original method of payment) within 30 days. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
If a product is returned to us for inspection and it is found that the damage is caused by misuse or accidental damage rather than a fault, we will not be liable for return shipping and will incur a return shipping charge.
