At Pure Vaper, customer satisfaction is our priority. We aim to provide high-quality vaping products and excellent service. If you experience an issue with your order, we’re here to help.
Please read our Returns & Refund Policy carefully before requesting a return or refund.
Eligibility for Returns
You may be eligible to return an item if:
- The item is damaged or faulty upon arrival.
- You received the wrong product.
- The item is unused, unopened, and in its original sealed packaging.
- Your return request is made within 14 days of receiving your order.
For hygiene and safety reasons, we cannot accept returns on products that have been opened, used, or tampered with unless they are faulty.
Non-Returnable Items
The following items cannot be returned unless they are faulty or supplied in error:
- Opened Disposable Vapes
- Opened E-Liquids
- Nic Salts
- Shortfills
- Used Vape Kits
- Opened Pods and Coils
- Products with broken security seals
- Clearance or Sale Items (unless faulty)
Faulty or Damaged Products
If your order arrives damaged or develops a manufacturing fault, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
- Your order number
- Full name
- A description of the problem
- Clear photographs or videos showing the fault or damage
Our support team will review your request and advise on the next steps.
Incorrect Orders
If you receive an incorrect item, please notify us within 48 hours of delivery.
We will arrange an appropriate solution, which may include:
- A replacement item
- An exchange
- A full refund where applicable
Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be processed using your original payment method.
Please allow several business days for the refund to appear in your account, depending on your payment provider.
Return Shipping
If the return is due to:
- A faulty product
- An incorrect item sent by Pure Vaper
We may cover the return shipping costs where appropriate.
If you are returning an unwanted item that meets our return conditions, you may be responsible for the return postage costs.
Order Cancellations
If you wish to cancel your order, please contact us immediately.
Orders that have already been dispatched cannot usually be cancelled. However, you may still be able to return eligible unopened items in accordance with this policy.
Products Purchased in Error
If you accidentally order the wrong product, please contact us before your order is dispatched.
Once an order has been shipped, returns will only be accepted if the products remain unopened, unused, and in their original condition.
Age-Restricted Products
Pure Vaper sells vaping products strictly to customers aged 18 years and over.
Orders that fail age verification may be cancelled and refunded in accordance with our verification procedures.
Contact Our Support Team
If you need help with a return, refund, or exchange, please contact our customer support team with your order details.
We are committed to resolving every issue fairly, promptly, and professionally.
Thank you for choosing Pure Vaper. We appreciate your trust and are proud to serve the UK vaping community since 2024.