Return & Refund Policy
We want every purchase to be perfect. If something isn't right, we'll make it right — simply and quickly.
The short version: Return most unused items within 30 days for a full refund. Opened e-liquids and used disposables can't be returned for hygiene reasons. Faulty items are always covered. Contact us and we'll sort it out.
Our Return Window
We want you to be completely satisfied with every purchase from Vape Outlet. If you're not happy for any reason, you may return most items within 30 days of receiving your order for a full refund or exchange.
To be eligible for a return, items must be:
- Unused and in original, sealed condition
- In their original packaging with all accessories included
- Free from damage caused after delivery
- Accompanied by proof of purchase (order number or receipt)
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned once opened:
- E-liquids and nicotine salts that have been opened or used
- Disposable vapes that have been used
- Coils, pods, or atomisers that have been installed or used
- Items marked as 'Final Sale' or heavily discounted clearance items
If you receive a faulty or defective item, different terms apply — please see 'Faulty or Defective Items' below.
Age Restriction: In compliance with UK law, we are unable to accept returns on age-restricted products if proof of age was not verified at point of sale. All vaping products are 18+ only.
How to Start a Return
Starting a return is simple. Follow these steps:
- Contact our support team via the Contact Us page or email, quoting your order number and reason for return
- We'll confirm your return is eligible and issue a Return Merchandise Authorisation (RMA) number
- Securely package the item(s) and include your RMA number inside
- Post the parcel to the address provided — we recommend using a tracked service
- Once received and inspected, we'll process your refund or exchange within 5 working days
Return Shipping
Customers are responsible for the cost of return postage, unless the item is faulty, damaged on arrival, or we sent the wrong item. We strongly recommend using a tracked postal service — we cannot be held responsible for items lost in transit.
If your return is due to our error (wrong item, damaged goods), we will cover the cost of return shipping and send a prepaid label.
Refunds
Once your return is received and approved, we will process a refund to your original payment method. Please allow:
- 5 working days for us to inspect and approve your return
- 3–5 business days for the refund to appear in your account (depending on your bank or card provider)
Original shipping costs are non-refundable unless the return is due to our error. We will notify you by email once your refund has been processed.
Exchanges
If you'd like to exchange an item for a different size, colour, or product, please follow the return process above and indicate that you'd like an exchange. We'll ship the replacement once we receive and inspect the original item.
If the replacement item is higher in value, we'll request the difference. If it's lower, we'll refund the remaining amount.
Faulty or Defective Items
If you receive an item that is faulty, damaged in transit, or not as described, please contact us within 48 hours of delivery with photos or video evidence of the issue. We will:
- Arrange a free collection or ask you to return the item at no cost to you
- Offer a full refund, replacement, or store credit — your choice
We take quality seriously and work with our suppliers to investigate any product defects.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. You have the right to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose. These rights apply in addition to our voluntary returns policy.