Return & Refund Policy
At Pure Vape, customer satisfaction is important to us. We want you to have a smooth and reliable shopping experience. This Return & Refund Policy explains the conditions, requirements, and process for requesting a return, replacement, or refund for your order.
By purchasing from our website, you agree to the terms outlined in this policy.
Return Eligibility
Due to the nature of vape products and health-related regulations, returns are only accepted under specific conditions.
You may request a return or replacement if:
- You received the wrong product;
- Your order arrived damaged or defective;
- The product has a manufacturing fault;
- Your order is incomplete or contains missing items.
To qualify for a return, you must contact our customer support team within 3 days of receiving your order and provide your order details along with any required evidence, such as photographs of damaged products or packaging.
Non-Returnable Items
For hygiene, safety, and regulatory reasons, we cannot accept returns for:
- Products that have been opened, used, or altered;
- E-liquids, disposable vapes, cartridges, coils, or consumable vape products once opened;
- Items damaged due to misuse, improper handling, or failure to follow product instructions;
- Products returned without prior approval from our customer service team.
If a product has been opened or used, we are unable to resell it and therefore cannot accept it as a return.
Damaged or Incorrect Orders
We carefully inspect and package all orders before shipment. However, if your order arrives damaged or you receive an incorrect item, please contact us as soon as possible.
Please provide:
- Your order number;
- A description of the issue;
- Clear photos or videos showing the damage or incorrect item;
- Photos of the packaging if the parcel arrived damaged.
Once we review your request, we will provide instructions for the next steps. Eligible claims may receive a replacement product or refund.
Return Process
To request a return, please follow these steps:
- Contact our customer support team with your order number and reason for return.
- Wait for confirmation and return instructions before sending any items back.
- Carefully package the approved return item to prevent damage during transit.
- Provide return tracking information if requested.
Please do not send products back without prior approval, as unauthorized returns may not be accepted.
Refund Policy
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund request is approved:
- The refund will be processed to your original payment method;
- Processing times may vary depending on your bank or payment provider;
- Shipping charges are generally non-refundable unless the return is due to an error on our part or a defective product.
Please allow several business days for approved refunds to appear in your account.
Exchanges & Replacements
If you receive a defective, damaged, or incorrect product, we may offer a replacement instead of a refund where appropriate.
Replacement requests must meet the same eligibility requirements outlined in this policy.
Cancellation Requests
Orders can only be cancelled before they have been processed and shipped.
Once an order has been dispatched, it cannot be cancelled and must follow the applicable return procedure outlined above.
UK & EU Consumer Rights
Customers located in the United Kingdom and European Union may have additional rights under applicable consumer protection laws.
Where legally required, Pure Vape will comply with applicable return, refund, and cancellation rights. Certain restrictions may apply to sealed products that cannot be returned after opening due to health protection or hygiene reasons.
Contact Us
If you have any questions about returns, refunds, or your order, please contact our customer support team:
Email: customerservice@pure7oh.co.uk
Our team will be happy to assist you and help resolve any issues as quickly as possible.