Returns & Refunds Policy

Last updated: 1 July 2026

This Returns & Refunds Policy explains how to cancel an order, return an unwanted item or report a faulty, damaged or incorrect product bought from Vape and Go.

Nothing in this policy affects your statutory rights. If a product is faulty, not as described or not fit for purpose, you may be entitled to a refund, repair or replacement under UK consumer law.

If you need help with a return, contact us at support@vapeandgo.co.uk before sending anything back.

1. Order cancellations before dispatch

Vape and Go aims to pick, pack and dispatch orders quickly. If you want to cancel an order before it leaves our warehouse, contact us as soon as possible.

You can contact us by:

• Email: support@vapeandgo.co.uk
• Phone: 01772 875800

We cannot guarantee cancellation once an order has entered processing or has been dispatched. If your order has already been dispatched, you may need to wait for delivery and follow the change-of-mind returns process below.

2. Change-of-mind returns

For most online purchases, you have a legal right to cancel within 14 days of receiving your order. Vape and Go extends this to 30 calendar days for eligible unopened and unused products.

To qualify for a change-of-mind return, the item must be:

• unopened;
• unused;
• undamaged;
• in its original manufacturer packaging;
• returned with all seals, labels, manuals and accessories intact;
• in a resaleable condition.

You must contact us before returning the item. Returned items should not be sent back without return approval from our customer support team.

For change-of-mind returns, you are responsible for the cost of return postage. We recommend using a tracked postal service. For higher-value items, we recommend insured shipping. Vape and Go is not responsible for items lost or damaged during return delivery.

3. Products excluded from change-of-mind returns

For health protection, hygiene and product integrity reasons, we cannot accept change-of-mind returns for products that have been opened, unsealed, filled, used or activated.

This includes:

• opened or unsealed e-liquids;
• shortfills and nicotine shots;
• opened or puffed disposable vape devices;
• opened prefilled pods;
• opened refillable pods;
• opened vape kits;
• opened tanks and clearomisers;
• replacement coils;
• drip tips and mouthpieces.

This does not affect your statutory rights if an item is faulty, damaged, not as described or not fit for purpose.

We do not accept returns based on personal taste or flavour preference. Taste is subjective and does not mean the product is faulty.

4. E-liquid returns

For hygiene and safety reasons, we cannot accept change-of-mind returns for e-liquids, shortfills or nicotine shots once they have been opened or unsealed.

If we have sent you the wrong e-liquid, or if your e-liquid arrives damaged, contact us as soon as possible with your order number and clear photos of the issue.

We may ask you to return the item or provide further evidence before we issue a replacement or refund.

5. Disposable vape returns

Disposable vape devices are consumable oral products. For hygiene reasons, we cannot accept change-of-mind returns for disposable vapes that have been opened, puffed or activated.

If a disposable vape arrives faulty, damaged or not as described, contact us as soon as possible, ideally within 24 hours of delivery. This helps us assess the issue quickly and fairly.

Manufacturer puff counts are estimates only. Actual puff count can vary depending on draw length, storage, usage pattern and device conditions. Product life differences based only on puff count estimates or personal taste do not usually qualify as a product fault.

This does not affect your statutory rights.

6. Faulty, damaged or incorrect products

If your order arrives faulty, damaged or incorrect, contact us as soon as possible.

Please email support@vapeandgo.co.uk with:

• your order number;
• a short description of the issue;
• clear photos or video evidence where possible;
• photos of the packaging if the parcel arrived damaged.

If the issue is due to our error, or if the product is confirmed as faulty, we will arrange the appropriate next step. This may include a replacement, refund or return label, depending on the issue.

Please do not send items back without contacting us first.

7. Hardware, kits, tanks and accessories

For hardware items such as vape kits, mods, tanks, chargers and accessories, please keep the original packaging where possible. This may be needed to check the product batch, serial number, authenticity code or manufacturer details.

If the original packaging is missing, this may make it harder to assess the issue. However, this does not affect your statutory rights if the product is faulty, not as described or not fit for purpose.

Damage caused by misuse, accidental damage, incorrect charging, water damage, poor maintenance or use against the manufacturer’s instructions is not treated as a product fault.

8. Pods, coils and tanks

Pods, coils, tanks and similar vaping components are hygiene-sensitive and consumable items.

If one of these items appears faulty on arrival, contact us as soon as possible, ideally within 24 hours of delivery. This helps us check the issue quickly.

We may ask for photos, video evidence or product packaging before deciding the next step.

Consumable items naturally wear out with use. Issues caused by normal wear, incorrect priming, unsuitable e-liquid, burnt taste from dry use, or use against device instructions may not qualify as a product fault.

This does not affect your statutory rights.

9. How to request a return

To request a return, contact our customer support team first.

Email: support@vapeandgo.co.uk
Phone: 01772 875800
Opening hours: 10 AM – 5 PM, Monday to Friday
Return address: Vape and Go, Units 11 & 15, Fylde Road Industrial Estate, Fylde Road, Preston, PR1 2TY, United Kingdom

Please include your order number and reason for return.

Our team will confirm whether the item is eligible for return and provide the next steps. Items sent back without return approval may take longer to process.

10. Refunds

Once your authorised return has been received and inspected, we will confirm the refund outcome.

Where a refund is due, it will be issued to the original payment method used for the order.

We aim to inspect approved returns and process refunds within 3 to 5 working days of receiving the returned item. Once processed, it may take a further 1 to 5 working days for the funds to appear in your account, depending on your bank or payment provider.

Where a refund is due under your statutory cancellation rights, we will process it within the legal timeframe.

11. Delivery costs and return postage

For change-of-mind returns, you are responsible for return postage unless we agree otherwise.

If you cancel within your statutory cancellation period, we will refund the product price and the standard outbound delivery cost. If you chose a more expensive delivery option, we only need to refund the cost of our least expensive standard delivery option.

If the return is due to our error, or because the product is faulty, damaged or incorrect, we will cover reasonable return postage or provide a prepaid return label where appropriate.

12. Exchanges and replacements

Where a product is faulty, damaged or incorrect, we may offer a replacement or exchange where appropriate.

If a replacement is not available, we may offer a refund instead.

For change-of-mind returns, exchanges are only available for eligible unopened and unused products that meet the return conditions in this policy.

13. Products returned in unsuitable condition

Returned products must be packaged securely.

If an item is returned damaged, used, opened, missing parts or in a condition that does not meet this policy, we may reduce the refund or refuse the change-of-mind return.

This does not affect your statutory rights where the item is faulty, not as described or not fit for purpose.

14. Contact us

If you have any questions about returns, refunds or cancellations, contact Vape and Go customer support.

Email: support@vapeandgo.co.uk
Phone: 01772 875800
Postal address: Vape and Go, Units 11 & 15, Fylde Road Industrial Estate, Fylde Road, Preston, PR1 2TY, United Kingdom