Returns Policy - Online and In-Store

COVID-19 Returns Policy Update

Please note, all in-store and online returns will be subject to a 48-hour quarantine period before staff can diagnose or troubleshoot any faults. On returning a device to store, you may be asked to leave this in store for 48 hours before staff can inspect and test any faults. This is to protect both our staff and customers; we hope you can understand our thinking at this time. 

In-Store Returns Policy

You may return any product purchased in-store to any VPZ store within 30 days from the date of purchase for a full refund. The following terms and conditions apply:

  • You must have a valid receipt as proof of purchase.
  • The product must be unopened and un-used, in original packaging with seals unbroken.
  • All refunds will be made to the same payment method used to purchase the products. Any loyalty points accrued through purchase will thereafter be deducted.

In addition to this we also offer a 7-day Goodwill returns policy on kits (i.e. batteries/mods and tanks sold as a “kit”). The following terms and conditions apply:

  • You must have a valid receipt as proof of purchase.
  • The product must be accompanied by its original packaging and contents including charging cables and informational literature, the product must not have been tampered with in any way and the packaging must not be damaged. Although the product can have been used, it must be in good condition.
  • The kit must have been set up in-store by store staff. If your kit was set up in store by staff, then a note of this will be visible on your receipt and this will be referenced on return and taken into consideration with regards the condition of packaging.
  • All refunds will be made to the same payment method used to purchase the products. Any loyalty points accrued through purchase will thereafter be deducted.

In-Store Returns

In addition to our Goodwill Returns Policy above, we accept returns in accordance with your statutory rights governed by the Consumer Rights Act 2015. The information outlined below does not affect your statutory rights:

  • Proof of purchase is required to process any returns. Proof of purchase is classed as a VPZ receipt. If a loyalty card was used during purchase of your products, staff may be able to look up your loyalty card account to verify proof of purchase. Please note that Photo ID will be required for staff to carry out the latter process. We will only accept bank statements as proof of purchase on returns of faulty products.

 

  • “Dead on Arrival” products must be reported within 48 hours of purchase

 

  • We cannot accept returns in cases where products have been used, stored, maintained or not charged in accordance with the manufacturer’s instructions that come with the product.
  • We cannot accept returns where the product has been damaged (accidentally or intentionally) or due to normal wear and tear of the consumable parts of any device.
  • We cannot accept returns where you have changed your mind, other than in accordance with our Goodwill Returns Policies outlined above.
  • We reserve the right to inspect the product in store, however if this is not possible, we may send the product away for further inspection and testing. Where we do so, we will confirm to you within 10 working days whether we agree that you are entitled to return the product.

 

Online Returns Policy

Alongside our current warranties and product guarantees, you have the right to cancel any purchase made online within 14 days of receiving your goods. You must return your item within 14 days of notifying us of your intention to return your item, and you will receive a refund within 14 days of our returns team receiving the goods back. Unfortunately, we do not cover the cost of shipping in these circumstances.

Please note that any items which have been opened and used may not be eligible for a full refund, a partial refund may be offered to you. The value of the refund is dependent on the condition of the device. 

Consumable items such as liquids, coils, and some “disposable” clearomisers cannot be returned if opened due to hygiene reasons. For further information see the product guarantees and warranties.

All refunds will be made to the same payment method used to purchase the product. Any loyalty points accrued through the sale will be deducted.

 

Warranties and Product Guarantees

You may return any product purchased in-store to any VPZ store within 30 days from the date of purchase for a full refund. The following terms and conditions apply:

  • You must have a valid receipt as proof of purchase.
  • The product must be unopened and un-used, in original packaging with seals unbroken.
  • All refunds will be made to the same payment method used to purchase the products. Any loyalty points accrued through purchase will thereafter be deducted.

In addition to this we also offer a 7-day Goodwill returns policy on kits purchased in store (i.e. batteries/mods and tanks sold as a “kit”). The following terms and conditions apply:

  • You must have a valid receipt as proof of purchase.
  • The kit must be accompanied by its original packaging and contents including charging cables and informational literature, the product must not have been tampered with in any way and the packaging must not be damaged. Although the product can have been used, it must be in good condition.
  • The kit must have been set up in-store by store staff. If your device was set up in store by staff, then a note of this will be visible on your receipt and this will be referenced on return and this will be taken into consideration with regards the condition of packaging.
  • All refunds will be made to the same payment method used to purchase the products. Any loyalty points accrued through purchase will thereafter be deducted.

If your product is faulty please note the below:

Devices

On the return of faulty devices, we reserve the right to inspect the product in store. This may take up to 24 hours although some troubleshooting and fault analysis can be as little as 30 minutes. If this is not possible, we may send the product away for further inspection and testing. Where we do so, we will confirm to you within 10 working days whether we agree that you are entitled to return the product.  

On testing in-store the following will be taken into consideration:

  • Date of purchase / the warranty period of the device
  • Presence of receipt and or proof of purchase
  • General wear and tear / the overall condition of the device
  • Whether the device has been tampered with in any way
  • Whether the fault is due to accidental breakage or damage such as, but not limited to; products that have been dropped or show clear signs of liquid damage
  • Whether damage to charging ports is caused by user error or accidental damage. These two situations may cause issues with devices charging and as such we will thoroughly inspect charging ports and pins within before accepting returns for a fault of this kind. If pins within charging ports are damaged this can only be due to user error, unless the device was “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase

 

Please note:

  • Devices with internal batteries / built in batteries have a 3-month warranty
  • Devices/Mods that use external batteries have a 6-month warranty
  • Kits (i.e. batteries/mods and tanks sold as a “kit”) must be returned in their entirety
  • JUUL / IQOS have longer warranty periods, info can be found on the manufacturer’s website
  • For returns of faulty Jac Vapour products, the original packaging is required. For any other faulty device, the box is not required.

 

Batteries

All batteries are considered consumable items and have a limited lifespan dependent on usage.

Batteries have a lifespan of approximately 150-200 charge cycles or 3 months and they are heavily dependent on usage. Batteries will become less e­ffective over time and eventually they will need to be replaced.

Should you require more information regarding care and maintenance of a battery or devices with a built-in battery please contact a member of our store staff­ or consult the product instructions

Please note:

  • Devices with internal batteries / built in batteries have a 3-month warranty
  • Individual 18650 / 20700 batteries have a 3-month warranty

 

Tanks/Clearomisers/Semi Disposable Tanks

 

Please keep in mind that some parts of the tanks regardless of make or capabilities are likely to wear out over time. Those parts will need to be replaced regularly to maintain good working order of the product.

Please note:

  • Subohm / Non-Disposable Tanks have a 30-day warranty
  • Semi disposable tanks such as the CE5, K1, T2 MN or ETS are sold as limited use disposable devices due to hygiene reasons and as such have a 7-day warranty.

 

 

Disposable / Consumable Products

Please note:

  • All coils, replacement pods and disposable tanks are classed as a consumable/disposable product and as such have a variable lifespan. This can be anywhere between 2-14 days, but this is heavily dependent on liquid, power and usage. As such, these are only covered under a 48-hour warranty unless they were faulty at the time of manufacture or “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase.

 

  • We do not accept returns of liquids or Heets unless they are unopened, unused and all seals are intact. If you have bought an e-liquid or Heets and simply do not like it, we do not accept returns for this reason. If there is a genuine issue with an e-liquid that you have purchased and opened to use, then please bring this in-store for inspection by store staff, however please keep the aforementioned in mind as we do not accept returns based on a personal dislike of taste.