You (the customer) have the right to cancel your order within fourteen days of receipt of the goods.
Please read each section below carefully to understand our policy and processes regarding returns. The headings used on this page are included for convenience only and will not limit or otherwise affect the policy. At any given time, multiple sections throughout this page may be relevant to your particular request e.g. If you receive an incorrect item then the sections marked ‘Returns’, ‘Exchange’, ‘Incorrect Item(s) Received’ and ‘Refunds’ may all be relevant.
You can contact us using the contact details provided at the bottom of this page should you have any queries or require further information.
SECTION 1 – RETURNS
All items must be returned within 14 days of receipt in the condition in which they left our premises, including all original tags/packaging. To complete your return, we require a receipt or proof of purchase. It’s your responsibility to return the item(s) to us and needs to be done promptly at your cost.
We will only process a return guaranteed in an instance where the wrong order has been dispatched. All other issues will be addressed on a case-by-case basis.
Items for return must be properly packaged to prevent damage while in transit. We recommend using padded envelopes and bubble wrap. Improperly packaged or damaged returns may be subject to rejection.
Items returned in unacceptable condition will be held without refund and returned to the sender at the sender’s expense.
Please include the original packing slip with your return. All original product parts, packing material, and instructions must be included with the product. Missing items will subject the return to rejection.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your returned item has been received by us, please allow 2-5 business days for your return to be processed.
Please send all returns to the address provided at the bottom of this page.
We cannot accept returns on e-liquids due to UK health codes. If you have an issue with your order, please contact us using the contact details provided at the bottom of this page. We will take any issues into consideration and come to a fair resolution.
SECTION 2 – EXCHANGE
Unopened, unused items may be returned for exchange or in the form of store credit. Return shipping costs will be the responsibility of the customer.
If you are exchanging an item we will be in touch once we receive your return. You will be kept up to date via email as we process and despatch the exchanged item(s).
In the event that the item you are returning is out of stock, a full refund, store credit or exchange as a replacement may be issued.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
SECTION 3 – INCORRECT ITEM(S) RECIEVED
In the unlikely event that you should receive an item that is not what you ordered, contact us within 24 hours of receiving your package and we will advise further on returning the item back to us.
Once the item is received, the correct item will be shipped out to you.
SECTION 4 – ITEM(S) DAMAGED IN TRANSIT
Should your item be damaged by the shipping carrier in transit to you, please contact us within 24 hours of receiving your package. Please include detailed pictures of the damage to the unopened package. At that time, a customer service representative will determine what action should be taken.
We strongly advise that if you find damage before opening your package, you should return it to the shipping carrier immediately and reject receipt of the package. This will clear you of any responsibility, however this can only be done with unopened packages.
SECTION 5 – FAULTY GOODS
If your item is faulty, we retain the right to issue a refund, store credit or exchange as a replacement. Items that have been returned as faulty will be sent back to you if we find nothing is wrong with the purchase or if the problem is due to you.
We will need to send faulty goods back to the respective manufacturer(s) before we can approve the return. Timescales for this vary dependent on the supplier but we will endeavour to keep you updated each step of the way.
SECTION 6 – REFUNDS
If you do cancel your order within 14 days of receiving your package, we will process your refund within 24 hours once the goods are returned & received by us. If the goods have not yet been dispatched, a refund will be processed right away.
Refunds are only issued on unused items in its unopened/undamaged packaging.
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.
Refunds will be processed at the end of each working day and can take 1-3 working days for the funds to arrive into your bank account.
Only regular priced items may be refunded. Sale items cannot be refunded.
Please note, delivery charges cannot be refunded unless goods or services are faulty. If you receive a refund for non-faulty items, the cost of return shipping will be deducted from your refund.
Please ensure you keep hold of the delivery receipt as we will need to see this before we can reimburse any costs incurred for the return of faulty items.
We will only reimburse delivery costs up to a maximum of the cost incurred by us when sending out the original order (this will be highlighted on your invoice).
Late or missing refunds
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 using the contact details provided at the bottom of this page.
SECTION 7 – OTHER
If you are not satisfied with your order, please contact us in the first instance using the contact details provided at the bottom of this page. Once notified and accepted, we will ask you to return the goods to us for a full refund, store credit or exchange to the equivalent value.
Ye Olde Vape Shoppe will take any issues into consideration and come to a fair resolution.
Any queries relating to this policy can be sent to us via email to firstname.lastname@example.org or in writing to Mohammed Anwar T/A Ye Olde Vape Shoppe, 47 Regent Road, Great Yarmouth, NR30 2AL.