Returns Policy
Non-Faulty Goods
If you have had a change of heart you must return the item to Vapouriz unused and in its original condition within 7 days for a refund. Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition. You will not be refunded any and all postage costs incurred by Vapouriz.
Please contact a member of our Customer Services team on 01483 68 5330 (or email info@vapouriz.com) and they will instruct you on how to return the items. We may also advise how to send the item back to us.
All you pay for is the postage cost of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.
We regret that we cannot accept returns on the following non-faulty products:
• The products(s) has/have been personalised, made to order or customised in any way.
• The packaging or any of the individual product components has been unsealed or damaged.
• The product(s) is/are perishable.
• The non-faulty product does not arrive at Vapouriz in a resalable condition. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
WE DO NOT ACCEPT RETURNS FOR THE FOLLOWING:
Batteries
Tank/eGo Twist/E2 Twist Batteries where the threaded connection component has been unattached from the internal battery/battery body. If this has happened, it is due to user error and is not treated as a fault with the product. If this happens it is generally caused by pressure being applied to the clearomizer, which acts like a lever and in turn loosens the tight thread/battery body fitting resulting in the threaded part coming away from the battery body.
Faulty Goods
If the product you have ordered is faulty you have 30 days in which to return it. Parcels or items damaged in transit must be verbally reported to Vapouriz before 3.00pm the next working day following delivery, and also by email within 3 days.
Please contact a member of our Customer Services team on 01483 685330 (or email info@vapouriz.com) and they will instruct you on how to return the items to us. You are also required to complete a Returns Form (see ‘warranty’ link at the bottom of the website homepage) and return this with your order.
When returning faulty items we may still ask you to return goods yourself. On receipt Vapouriz will repair or replace the product in its entirety, or by replacing the faulty component(s). We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery).
NO REFUNDS ARE POSSIBLE FOR ANY PRODUCT WHICH HAS BEEN OPENED AND / OR USED. We will repair / replace any defective components which are under warranty but under no circumstances are refunds possible for any product which has been opened and or used in any way.
If the deadline for reporting parcels damaged during transit is not met we regret that we will not be able to issue a refund or replacement goods.
We will not confirm that we have received your return. After receipt of your goods we aim to issue replacements within 7 working days, however they are normally processed much quicker.
Returns Address: Vapouriz Ltd, The Surrey Technology Centre, 40 Occam Road, The Surrey Research Park, Guildford, Surrey, GU2 7YG
This returns policy does not affect your statutory rights.
