WARRANTY, REFUNDS & RETURNS POLICY
Worry Free 90 Days (3 months) Warranty on Faulty items!!!(conditions and exclusions apply)
Please choose carefully, due to hygiene reasons and the consumable nature of vaping products Vapourholics is unable to offer change of mind refunds or exchanges. We must do this to ensure that every product sold by us is brand new and unused, when you buy from us you can be assured your item has not been used by another customer cleaned up to appear as new and then returned to us to sell to the next customer.
We do however offer refunds or exchanges if the product is not as described or faulty.
Vapourholics will refund or replace the item where:
- The product is faulty due to manufacturers fault
- The product does not match the sample or our description;
- AND you can present your receipt as proof of purchase (Account customers will have access to their receipt from their online customer account, however we may also be able to source it for you)
If it is our fault you didn't get what you ordered we own it!
If it is faulty we will replace, refund or exchange it during the 90 day warranty period!
- If you receive an item which has manufacturing defects or is not as described, you will need to make a request to return the item to our store within 90 days of its purchase from us.
- If you receive your order and it has items missing or have found an item that is dead on arrival you must notify us within 72 hours of receipt of delivery. (Via email is preferable, you can even use the contact form below)
- The item/s must be returned to Vapourholics where Vapourholics will assess all warranty claims to ensure that items are not damaged due to user error. If there are any signs of user damage due to dropping, water damage or misuse, this will void the warranty and the product will not be replaced. We perform these checks as the manufacturer will not replace faulty items due to user error.
- Batteries have a DOA period of 5 days due to the nature of the product being that the cell life is highly dependant on the users usage and treatment. Should they fail within this time frame we will gladly replace them.
Please return the goods to us with the original order number via recorded delivery (with tracking). You have a duty to take reasonable care of any goods whilst they are in your possession.
ITEMS THAT CANNOT BE RETURNED:
Vapourholics will not accept the return of items from the following categories under any circumstances.
- E-Liquid (EG: PG/VG/ E-JUICE/ DIY ADDITIVES): Cannot be returned at all, so please ensure that you buy the correct one as we are unable to replace or exchange E-liquid once it has been sent out, due to the fact that we cannot ascertain if it has been doctored / tampered with. If you find your shipment was damaged, has missing or faulty products, and wish to replace these damaged parts, or have any other related queries with an order please don’t hesitate to contact us and use your order number as the subject / reference.
- Atomisers, Cartomisers, Clearomisers and Drip Tips: These items cannot be returned, exchanged or refunded because of hygiene reasons, and due to the nature of some devices used, we will replace atomisers that are dead on arrival but only if contacted straight away (within 72 hours of receipt of delivery), we cannot & will not replace these items on the basis you had not used it but have had it in your possession for a while so please check these items on receipt of delivery.
- Gift cards: Gift cards are non refundable
VAPOURHOLICS RESERVES THE RIGHT TO:
Assess the condition and age of returned goods prior to providing an exchange or refund. This may result in an exchange, manufacturers repair or refund being refused.
Please note:
- Your receipt is the best form of proof of purchase
- Refunds will be issued using your original payment method
- Gift cards are not redeemable for cash
We want you to be satisfied with your purchase and with our service. If your item is out of warranty shout out to us, we are always happy to assist whenever we can... our advice has been known to fix quite a few out of warranty customer device issues..
VAPOURHOLICS IS MORE THAN A RETAIL STORE, SINCE 2016 WE HAVE BEEN ABOUT MORE THAN MAKING A BUCK, WE ARE ABOUT HELPING PEOPLE MAKE THE SWITCH AND STAY THERE...IF YOU NEED VAPE ADVICE..CONTACT US, OUR ADVISE IS FREE AND YOUR VAPING EXPERIENCE WILL IMPROVE DRAMATICALLY
HOW TO REQUEST A RETURN & RETURN A PRODUCT
1. Contact Vapourholics with product name, order number and description of the fault. We will assess the issue as it may be fixable simply by adjusting the menu settings! It may not be a fault at all...
2. If deemed a possible fault for assessment we will supply a refund form for you to complete and send with your item
3. Pack the device securely and post your return to the address below along with the return form
4, Supply the tracking number via email to us and once your return has been assessed we will contact you to advise on the outcome.
Should the item be deemed faulty we will refund you the shipping expense you have incurred
Vapourholics does not accept responsibility for returned parcels lost in transit. We strongly suggest that customers use a trackable delivery method.
Please remember to include:
- Your Completed Returns Form
Mail your returns to the below address:
NEED HELP?
If you are unsure of what the next step is, please contact our Help Team
