At XVAPER LTD, we want you to be completely satisfied with your purchase. This policy outlines the terms for cancelling an order, returning a product, and receiving a refund. Please read it carefully.

1. Order Cancellation Policy

• Request Window: You may request to cancel your order within 24 hours of the time of purchase.

• How to Request: To request a cancellation, please contact our customer service team immediately at:

  • Phone: 07877 463837

  • Email: admin@xvaper.co.uk
    Please provide your name and order number.

• Processing: Cancellation requests are processed within 1-2 business days. If your order has already been prepared for shipment or has been shipped, it can no longer be cancelled, and our standard return policy (below) will apply.

2. Return Policy

• Return Window: We offer a generous 180-day return policy from the date of delivery. If you are not satisfied with your purchase, you can return it for a full refund or exchange.

• Condition of Items: To be eligible for a return, the item must be in its original, unused condition, with all original packaging, tags, and accessories intact.

• How to Initiate a Return:

  1. Contact our customer service team at admin@xvaper.co.uk to request a return and receive a Returns Authorisation (RA) number.

  2. We will provide you with a pre-paid return shipping label via email.

  3. Securely pack the item, affix the return label, and send it back to us.

• Non-Returnable Items: Certain items, such as those marked for hygiene or safety reasons (e.g., personal care items), are not eligible for return. These will be clearly marked on the product page.

3. Refund Policy

• Refund Processing: Once we receive and inspect your returned item, we will process your refund within 7 business days.

• Refund Method: The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or card issuer, it may take additional time for the refund to be credited to your account.

• Exceptions: Refunds are not available for items that are returned used, damaged, or without their original packaging. In such cases, the item may be sent back to you.

4. Shipping Information

• Shipping Carrier: We use reputable carriers like DPD and DHL for our deliveries.

• Delivery Time: Standard delivery within the UK typically takes 4-10 business days from the date of shipment.

• Order Tracking: Once your order is shipped, you will receive a shipping confirmation email containing a tracking number. You can use this number to monitor your delivery status online.

5. Compliance

Our policies are designed to be transparent and customer-friendly, and we strive to ensure they comply with all relevant requirements, including those of Google Ads and Google Merchant Center.

6. Contact Customer Support

For any questions or to initiate a cancellation or return, please contact our dedicated customer service team.

• Website: www.xvaper.co.uk

• Address: XVAPER LTD, 87 North Road, Poole, Dorset, England, BH14 0LT

• Phone: 07877 463837

• Email: admin@xvaper.co.uk

• Hours: Monday – Saturday, 9:00 AM – 5:00 PM