Refund policy

Our Commitment to Customer Service

At YouVape, we are dedicated to delivering excellent customer service, including handling returns. Please carefully review our return policies below and reach out to us if you need assistance with a return.

We offer refunds for items that are not as described or are defective, provided they meet the criteria outlined below. If you are not fully satisfied with your purchase, we’re here to assist.

For any issues or questions regarding your order, please contact us via email at customerservices@youvape.co.uk. Our team will reach out to help resolve your issue or provide further instructions on returning items.

Returning Unwanted Items

  • You have 30 days from receipt to return unwanted items or entire orders.

  • Items must be new, unopened, and in their original condition.

  • The original packaging must be included.

  • If you have a problem with received items, please email us at customerservices@youvape.co.uk within 14 days of receipt.

  • If approved, returned items must reach us within 14 days of approval.

Please note that returns for opened e-liquids, vape kits, disposable e-cigarettes, and refill pods are not accepted due to health and hygiene regulations, unless they are defective.

Types of Data We Collect

We may collect various types of data about you, including:

  • Email address

  • Mailing address

  • Phone number

  • Computer specifications (e.g., IP address)

  • Website usage details

  • Mobile device information (e.g., location)

  • Purchase history and product preferences

Return Policy for Disposable E-Cigarettes

We no longer offer warranty coverage for disposable e-cigarettes due to the following reasons:

  • Disposable e-cigarettes are considered consumable and cannot be returned for inspection due to hygiene concerns.

  • We cannot verify claims of poor taste due to hygiene reasons, and warranties are not applicable.

  • Puff counts provided by the manufacturer are not guaranteed by us.

Return Policy for E-Liquids

Starter kits, tanks, mods, and other returnable items must be in their original packaging to verify serial numbers. Without original packaging, returns cannot be processed.

We cannot accept returns for e-liquids due to the inability to verify tampering. Returns are only accepted if we sent the wrong product. E-liquid returns for taste preferences are not accepted.

To avoid wastage, we recommend purchasing smaller quantities of new e-liquid flavors. Larger quantities can be purchased once you’re satisfied with the flavor.

We cover the cost of return shipping via Royal Mail Recorded Delivery only if the return is due to our error. You are responsible for initial return postage costs. If your e-liquid order arrives damaged, please contact us immediately for a replacement.

Faulty Items

If you receive a faulty item or experience issues with a product, please email us at customerservices@youvape.co.uk within 14 days of receipt. Our team will assist with resolving the issue or provide return instructions.

Important: All returns, whether for defective or unwanted items, must be logged via email. Unauthorized returns will not be accepted.

Shipping Information

You are responsible for return shipping costs, which are non-refundable. Refunds will be processed after we receive and inspect your returned item, and the cost of return shipping will be deducted from your refund.

Shipping times for exchanged products may vary based on your location. For higher-value returns, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Once your return is approved, we will provide you with the return address.

Refunds

After we receive and inspect your return, we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed and credited to your original payment method within a few days. Depending on your card issuer’s policies, you should see the credit within 3-5 working days.

Late or Missing Refunds

If you haven’t received your refund yet, first check your bank account. Then, contact your credit card company as it may take some time before the refund is posted. Next, check with your bank, as there may be processing delays.

If you’ve followed these steps and still haven’t received your refund, please contact us at customerservices@youvape.co.uk

For any questions related to refunds and returns, please reach out to us at customerservices@youvape.co.uk