Refund policy

At Vape Outlet Online, customer satisfaction is important to us. This policy outlines the conditions under which returns and refunds are accepted, in accordance with consumer protection regulations and hygiene standards applicable to vaping products.

1. Returns Eligibility

Customers may request a return for unwanted items within 30 days of receiving their order. To be eligible for a return:

  • The item must be unused and unopened

  • The item must be in its original packaging

  • Proof of purchase is required

Customers must notify us of their intention to return an item within 14 days of purchase. Once approved, the item must be returned within 14 days of receiving return authorization.

2. Non-Returnable Items

Due to hygiene and safety regulations, the following items are non-returnable and non-refundable unless faulty:

  • Opened e-liquids

  • Disposable vapes

  • Vape kits that have been opened or used

  • Pods, coils, or cartridges once packaging has been opened

3. Faulty or Damaged Items

If an item is received faulty or damaged, customers must contact us as soon as possible via our support or contact form. Evidence such as photos or videos may be requested to assess the issue.

If a fault is confirmed, we will offer one of the following:

  • A replacement

  • A refund

  • Store credit (where applicable)

Faulty items must not be discarded until confirmation is provided by our support team.

4. Return Process

All returns must be authorized before being sent back. Unauthorized returns will not be accepted or processed.

Customers are responsible for return shipping costs unless the item is confirmed to be faulty. We strongly recommend using a tracked delivery service, as we are not responsible for items lost during return transit.

5. Refunds

Once a returned item is received and inspected, customers will be notified of the approval or rejection of their refund.

Approved refunds will be processed back to the original payment method within 3 to 5 working days. Please note that processing times may vary depending on your bank or card provider.

Shipping costs are non-refundable unless the return is due to a confirmed fault.

6. Order Cancellations

Orders may be cancelled before dispatch by contacting us prior to 4:00 PM on the day of purchase. If the order has already been dispatched, it must be returned in accordance with our return policy to qualify for a refund.

7. Contact Us

For return requests, cancellations, or refund inquiries, please contact our support team through the website contact form. All requests are handled promptly and professionally.