Last Updated: 22 October 2026

At Fruityvapes.co.uk, customer satisfaction is important to us. This Refund and Returns Policy explains how returns, refunds, exchanges and faulty-product claims are handled when you shop with us.

By placing an order on our website, you agree to the terms outlined below, subject to your statutory rights under UK law.

1. Your Right to Cancel an Order

If you purchase products online as a consumer in the UK, you will generally have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013.

You will normally have a further 14 days after notifying us of your cancellation to return the goods.

Some products may be exempt from cancellation rights where a legal exception applies, including certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Any applicable exception will be assessed according to the product and the circumstances. Your statutory rights are not affected by this policy.

2. Eligibility for Returns

To help us process your return efficiently, please ensure that:

  • You contact us before sending the product back.
  • You provide your order number or proof of purchase.
  • The product is securely packaged to prevent damage during transit.
  • Any returned product is accompanied by the relevant order details.

Where a product is being returned because you have changed your mind, the product must meet any applicable legal return conditions. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning, where permitted by law.

For hygiene and product-safety reasons, opened or used vape devices, e-liquids, pods and similar products may be subject to restrictions where a lawful exception applies.

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible.

Please include:

  • Your order number.
  • A description of the issue.
  • Photographs of any visible damage or incorrect items, where applicable.

We will review your claim and explain the available options.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, refund or another appropriate remedy. Faulty goods are not automatically excluded from refunds simply because they have been opened or used.

Please do not dispose of or return a faulty product until we have provided instructions, unless doing so is necessary for safety reasons.

4. How to Request a Return

To request a return or report a problem with your order:

  1. Contact us using the details provided in the Contact Us section below.
  2. Include your order number and the reason for your request.
  3. Wait for our instructions before sending the item back.
  4. Package the product securely and follow the return instructions we provide.

Please do not send products to a manufacturer or another address without our confirmation.

5. Refunds

Once your returned item has been received, where applicable, we will inspect it and notify you of the outcome.

If a refund is approved, it will normally be issued to your original payment method.

Refund processing times may vary depending on your payment provider or bank. Where a statutory refund deadline applies, we will comply with that deadline.

For eligible online order cancellations, refunds will generally include the standard delivery cost originally paid, where required by law. Additional costs for premium delivery services may not be refundable beyond the applicable standard delivery charge.

Nothing in this policy limits any refund entitlement you have under UK consumer law.

6. Sale and Discounted Items

Products purchased during sales, promotions or clearance events remain subject to your statutory rights.

Change-of-mind returns and refunds for discounted products will be handled in accordance with the applicable cancellation rules and the conditions stated at the time of purchase.

Faulty, misdescribed or otherwise non-conforming products will be handled in accordance with your statutory rights, regardless of whether they were purchased at a discount.

7. Exchanges

If you receive an incorrect, damaged or faulty product, please contact us to discuss an appropriate solution.

Exchanges are subject to stock availability and applicable consumer law. Where a replacement is not available or is not an appropriate remedy, other remedies may apply.

8. Return Shipping

We will provide instructions on how to return an item after reviewing your request.

For eligible change-of-mind returns, you may be responsible for the direct cost of returning the goods if you were informed of this responsibility before purchase, as required by law.

Where a return is necessary because an item is faulty, damaged, incorrect or not as described, we will explain the appropriate arrangements in accordance with your statutory rights.

Please use suitable packaging and retain proof of postage where available. Certain vape products, batteries and e-liquids may be subject to carrier restrictions, so please follow the relevant shipping instructions.

9. Missing or Delayed Refunds

If you believe your refund is overdue:

  1. Check your original payment method and recent transactions.
  2. Contact your bank or payment provider to ask whether the refund is pending.
  3. If the refund still cannot be located, contact our customer service team with your order number and refund details.

We will investigate the matter and provide an update.

10. Gift Purchases

If you received an item as a gift and need to request a return, please contact us with the relevant order information.

Any refund will generally be issued to the original purchaser or original payment method, subject to the applicable circumstances and legal requirements.

11. Product Safety

For your safety, please do not continue using a vape device, battery, pod or e-liquid if you believe it is damaged, leaking, overheating or otherwise unsafe.

Keep all vape products away from children and follow the manufacturer’s safety instructions. Please contact us if you need to report a potential product-safety issue.

12. Contact Us

For questions about returns, refunds, exchanges or faulty products, please contact:

Website: Fruity Vapes.co.uk

13. Your Statutory Rights

This policy does not affect or exclude your rights under applicable UK consumer protection laws. If any provision of this policy conflicts with your statutory rights, your statutory rights will prevail.