Return & Refund policy

Thank you for choosing XVAPER LTD! We want to ensure that your shopping experience with us is smooth and satisfactory. Please read our Return and Refund Policy carefully.

1. Eligibility for Returns
We accept returns for items shipped within the United Kingdom. To be eligible for a return, the item must meet the following criteria:

  • The item must be in new, unused, and original condition.

  • All original packaging, manuals, and accessories must be intact and included.

  • Valid proof of purchase (e.g., order number) is required.

2. Return Window
You have 30 days from the date of delivery to initiate a return request.

3. How to Initiate a Return
To start the return process, please follow these steps:

  1. Contact Us: Fill out the form on our Contact Us page. Please include the following details:

    • Your Order ID

    • Full Name

    • Email Address

    • Phone Number

    • Reason for return

  2. Provide Evidence: Attach clear pictures of the item and its original packaging.

  3. Await Approval: Our customer support team will review your request. If approved, we will provide you with a Returns Authorisation (RA) number and instructions for return, including a pre-paid shipping label if applicable.

4. Item Condition
Returned items must be in new, unused condition with all original packaging and tags attached. Items that show signs of use, are damaged, or are missing components may be rejected or subject to a restocking fee.

5. Restocking Fee
A 15% restocking fee will be applied to returns that are not due to a defect or error on our part (e.g., returns for change of mind or incorrect size ordered). This fee covers the cost of processing and inspecting the returned goods.

6. Return Reasons and Associated Fees

 
 
Return ReasonFeeNotes
Defective / Incorrect ItemNo FeeWe will replace the item or provide a full refund, including return shipping costs.
Change of Mind / No Longer Wanted15% Restocking FeeThe customer is responsible for the return shipping costs.
Incorrect Order ShippedNo FeeWe will arrange for the correct item to be sent and cover all associated shipping costs.

7. Refund Process
Once we receive your returned item:

  1. Inspection: Our team will inspect the returned item to ensure it meets our eligibility criteria.

  2. Notification: You will receive an email notification confirming the receipt and status of your return.

  3. Processing: If approved, your refund will be processed promptly to the original method of payment. Please note:

    • Refunds to PayPal are typically processed within a few business days.

    • It may take additional time for the refund to appear in your account, depending on your financial institution.

    • The 15% restocking fee (if applicable) and any original shipping costs will be deducted from the refund amount.

8. Contact Us
If you have any questions or concerns about our Return and Refund Policy, please contact our customer support 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