Thank you for shopping with Pure Vape. We value every customer and aim to ensure that your order arrives safely and meets your expectations. If you experience any issues with your purchase, our Refund Policy explains the process for requesting replacements, returns, and refunds.

By placing an order through our website, you agree to the terms outlined below.

Damaged or Faulty Products – Replacement Policy

Customer satisfaction is our priority. Please inspect your order carefully once it arrives and notify us as soon as possible if your parcel or product has been damaged during delivery.

Any damage-related claims must be submitted within 3 days of receiving your order by contacting our customer support team.

To help us review your request, please include:

• Your order number;
• A description of the issue;
• Clear images of the damaged product and packaging;
• Any additional details that may help us investigate the claim.

Approved damage claims may qualify for a replacement product. Please note that refunds are not provided for items damaged during transit where a replacement can be issued.

Returns & Refunds

If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order, provided the product meets our return requirements.

To be eligible for a refund:

• The item must be purchased directly from Pure Vape;
• The product must be unused, unopened, and in its original packaging;
• The item must be returned in a resalable condition;
• Return approval must be received before sending the product back.

Due to hygiene, safety, and regulatory requirements, opened or used vape products, e-liquids, cartridges, coils, and other consumable items cannot be returned or refunded.

Customers are responsible for return shipping costs unless the return is caused by an error on our part or a defective product.

Refund Processing

Once we receive your returned item, our team will inspect it to confirm that it meets the refund requirements.

After approval:

• Your refund will be issued to your original payment method;
• Refund processing times may vary depending on your bank or payment provider;
• Most refunds are completed within 5–7 business days after approval.

Original shipping fees are non-refundable unless the item received was incorrect, defective, or damaged due to our error.

How to Request a Return or Refund

To start a return or refund request, please contact our customer support team:

Email: customerservice@pure7oh.co.uk

Please include the following information in your request:

• Order number;
• Full name used during checkout;
• Contact telephone number;
• Email address;
• Return shipping address;
• Reason for the return or refund request;

• • Supporting photos (if applicable).