Refund policy

Overview

At Vape Lounge Online, we are committed to providing high-quality vaping products and excellent customer service. This Return and Refund Policy outlines the terms and conditions for returns, exchanges, and refunds for products purchased from our website at vapeloungeonline.co.uk.

Important Health and Safety Notice

Due to the nature of vaping products and health and safety regulations, all vaping products are subject to strict return limitations. Products that have been opened, used, or come into contact with e-liquid cannot be returned for hygiene and safety reasons.

Return Eligibility

Products Eligible for Return:

• Unopened and unused products in original packaging
• Products with manufacturing defects (within 7 days of delivery)
• Incorrect items sent due to our error
• Damaged items received during shipping

Products NOT Eligible for Return:

• Opened or used vaping devices (for health and safety reasons)
• E-liquids and nic salts (once opened or used)
• Disposable vapes that have been used or activated
• Coils and pods that have been installed or used
• Products damaged by misuse or normal wear and tear
• Items without original packaging or proof of purchase
• Products purchased during special promotions (unless defective)

Return Timeframe

• Manufacturing defects: Must be reported within 7 days of delivery
• Unopened products: Must be returned within 14 days of delivery (subject to eligibility)
• Incorrect orders: Must be reported within 48 hours of delivery

How to Initiate a Return

1. Contact us first: Email us at sales@vapeloungeonline.co.uk or call 07449308993 before returning any items
2. Provide order details: Include your order number, item details, and reason for return
3. Wait for authorization: We will provide a Return Authorization Number (RAN) if your return is approved
4. Package securely: Include the RAN, original receipt, and return form with your package

Important: Do not return items without prior authorization - unauthorized returns will not be processed.

Refund Process

Processing Time:

• Refunds will be processed within 5-10 business days after we receive and inspect your returned item
• Original payment method will be credited (refunds cannot be issued to different payment methods)
• Original shipping costs are non-refundable unless the return is due to our error

Inspection Process:

All returned items are subject to inspection to verify:

• Product condition and packaging integrity
• Compliance with our return policy
• Authenticity of the product

Exchanges

• Like-for-like exchanges are available for unopened, unused products within 14 days
• Different product exchanges are subject to price differences and availability
• Customer is responsible for return shipping costs unless the exchange is due to our error

Shipping Costs

• Customer responsibility: Return shipping costs are typically the customer's responsibility
• Our error: We cover return shipping if the return is due to manufacturing defect or our shipping error
• Damaged in transit: Original shipping and return costs will be refunded

Defective Products

If you receive a defective product:

1. Stop using immediately and contact us within 7 days
2. Provide photos/videos of the defect when contacting us
3. Keep all packaging until we provide return instructions
4. We will provide a prepaid return label for defective items

Age Verification Returns

• Returns will only be processed for customers who are 18+ years of age
• ID verification may be required for high-value returns
• We reserve the right to refuse returns if age cannot be verified

Restocking Fees

• No restocking fee for defective products or our errors
• 15% restocking fee may apply to returns of unopened products for change of mind
• Large orders (over £200) may be subject to additional restocking fees

Warranty Information

• Manufacturing warranties vary by product and manufacturer
• Warranty claims must be made within the manufacturer's specified timeframe
• Warranty repairs/replacements are handled directly with manufacturers when applicable

Exclusions and Limitations

We reserve the right to refuse returns if:

• Products show signs of misuse or damage beyond normal use
• Items are returned outside the specified timeframes
• Proof of purchase cannot be provided
• Products fail our authenticity verification
• Return is deemed fraudulent

Consumer Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015. You may have additional rights if products are:

• Not as described
• Not fit for purpose
• Not of satisfactory quality

International Returns

• International customers are responsible for all return shipping costs and customs fees
• Return timeframes may be extended for international orders
• Customs declarations must be completed accurately for returns

Dispute Resolution

If you are not satisfied with how your return or refund has been handled, you may:

1. Contact our customer service manager
2. Escalate to Trading Standards
3. Use alternative dispute resolution services
4. Contact your payment provider for chargeback options (where applicable)