Returns - Vapor Shop Direct

We want you to be happy with your order. This policy explains your rights and how to return something. It doesn’t affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Changed your mind? You have 14 days to cancel

  • You can cancel your order for any reason within 14 days of the day after you receive it. If your order arrives in more than one delivery, the 14 days start the day after the last item arrives.
  • To cancel, tell us within those 14 days by email (sales@vaporshopdirect.com), by phone (0121 728 8222) or with our returns form. Please include your order number.
  • You then have a further 14 days to send the items back.
  • When you return items because you’ve changed your mind, you pay the return postage. We recommend a tracked service, because you’re responsible for the parcel until it reaches us.
  • Items should be returned in the condition you received them. You can handle an item as you would in a shop to check it. If an item has been used or handled more than that (for example, a vape kit that has been filled or used), we may take an amount off the refund for the loss in value.

Sealed items (health and hygiene)

For health and hygiene reasons, you can’t cancel for e-liquids (including nic salts, shortfills and prefilled pods) or coils once their seal or sealed packaging has been opened after delivery. If they’re still sealed, you can cancel as normal. This exception doesn’t apply if the item is faulty (see section 3).

2. Your refund

  • We’ll refund you within 14 days of receiving the items back. If you send us proof that you posted them, we’ll refund within 14 days of that, if it’s sooner.
  • If you cancel the whole order, the refund includes the standard delivery charge you paid. If you chose a faster delivery option (for example, Special Next Day), we’ll refund the cost of our cheapest standard delivery, not the extra.
  • We refund to your original payment method and don’t charge a fee.

3. Faulty, damaged or wrong items

Everything we sell must be of satisfactory quality, fit for purpose and as described. If it isn’t, it’s our responsibility to put it right.

  • Within 30 days of delivery: you can reject a faulty item and get a full refund. You can also ask for a repair or replacement instead.
  • After 30 days: we’ll repair or replace the item. If that isn’t possible, or doesn’t fix the problem, you can have a refund or a price reduction. Within the first 6 months, we assume the fault was there when you received the item, unless we can show otherwise.
  • Please contact us as soon as you notice a problem, with your order number and a photo or short description of the fault.
  • For faulty, damaged or incorrect items, we pay the return postage. We’ll tell you how to send the item back, or reimburse your reasonable postage costs.
  • Wear and tear, misuse, or damage caused after delivery (for example, dropping a device or using the wrong charger or coils) isn’t a fault.

4. Sale and clearance items

  • Sale and clearance items have the same statutory rights as full-price items, including the 14-day right to cancel and your rights for faulty goods.
  • Some clearance items are clearly labelled “Short Date” (close to their best-before date) or “Out of Date” (past their best-before date) in the product title. Because this is shown before you buy, you can’t return these items just because of their date. Your other rights stay the same.

5. How to return an item

  1. Contact us first by email at sales@vaporshopdirect.com, by phone on 0121 728 8222, or with our returns form. Include your order number and the reason for the return.
  2. Pack the items securely and include a note with your order number.
  3. Send them to: Vapor Shop Direct, 91 Redfern Road, Tyseley, Birmingham, B11 2BH.

6. Who we are

Vapor Shop Direct is a trading name of RSB Traders Ltd, registered in England & Wales (company no. 09671933, VAT GB252254132). Registered office and trading address: 91 Redfern Road, Tyseley, Birmingham, B11 2BH.