VapeSmarter – Returns, Warranty, Cancellation & Refund Policy

At VapeSmarter, we want you to be happy with your purchase. If something goes wrong with your order, we are here to help.

This policy explains our returns procedure, product warranties, cancellations, refunds and shipping arrangements. It should be read alongside your statutory consumer rights, which are not affected by this policy.

1. Returns & Faulty Items

We offer a 30-day return period for eligible items. If your item develops a fault, please contact us within 30 days of receiving your order so we can assess the issue and advise you on the next steps.

To request a return, please email:

vapesmarter@hotmail.com

Please include your order number, a description of the fault and, where possible, photographs or a video showing the issue.

Returns must be authorised before being sent. Items returned without prior approval may be refused.

Unless otherwise agreed or required by law, customers are responsible for the cost of returning items using a recorded-delivery service. We do not charge delivery fees for completed repairs.

If your return is accepted, we will provide the appropriate return address and instructions.

2. Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it arrives.

If your item is defective, damaged or incorrect, contact us immediately so we can assess the problem and determine the appropriate resolution.

Depending on the circumstances and your legal rights, we may offer a repair, replacement or refund.

We may request that the item be returned for inspection or further investigation.

3. Dead on Arrival (DOA) Warranty

All items are covered by our Dead on Arrival (DOA) policy.

Customers must check that their items are in good working order and report any faults within 24 hours of receiving their order.

If a fault is reported within this period, please contact us at vapesmarter@hotmail.com. We will assess the issue and arrange an appropriate repair, replacement or refund, subject to inspection and applicable consumer law.

We may require the item to be returned for further investigation.

This reporting period does not limit any statutory rights you may have in relation to faulty goods.

4. Product Warranty

Standard Products

Our products are supplied with a standard 30-day warranty covering qualifying manufacturing faults, subject to the exclusions and conditions below.

After the initial 30-day warranty period, we may still be able to repair faulty items at a discounted, chargeable rate. Please contact us for an assessment and quotation.

DNA Boards

DNA boards are covered by a 12-month Return Merchandise Authorisation (RMA) warranty, applying to the board only.

After the initial 30-day period, warranty servicing for the board may be arranged through the RMA process. Any additional chargeable work or repairs outside the applicable warranty coverage will be quoted individually.

Warranty Exclusions

Our warranty does not cover:

• Drip tips, due to hygiene considerations.

• Tanks, atomisers and coils.

• Damage caused by improper use, mishandling or neglect.

• Damage resulting from using VapeSmarter products with incompatible or third-party parts.

• Faults or damage resulting from unauthorised modifications, disassembly or software upgrades.

Taking apart, modifying, upgrading or misusing an item may void its applicable warranty, subject to your statutory consumer rights.

Even where a warranty no longer applies, we may be able to offer repairs at a discounted rate. Please contact us for further information.

5. Product Care & Safety

Our products are functional electronic devices and, like all such devices, may experience wear, degradation or failure over time depending on usage and handling.

To help maintain your product:

• Store and handle your device carefully.

• Avoid storing electronic cigarette devices alongside keys, metallic objects, magnets or electronic transmitting devices, such as mobile phones, where these could cause damage or interfere with the device.

• Ensure that any batteries used are appropriate and compatible with your device.

VapeSmarter does not supply or fit batteries. Customers are responsible for ensuring that batteries are suitable for their device and that all applicable battery safety precautions are followed.

E-liquid is a consumable product and is not covered by the same warranty provisions as electronic hardware.

6. Exceptions & Non-Returnable Items

For hygiene, safety and product-specific reasons, certain items may not be eligible for return where permitted by law.

These may include:

• Used or opened drip tips and other hygiene-sensitive products.

• Consumable products, including e-liquid, where applicable.

• Custom-made, personalised or bespoke products.

• Hazardous materials, flammable liquids or gases, where return shipment is prohibited or restricted.

We also do not generally accept change-of-mind returns for sale items or gift cards, except where required by law.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Nothing in this section affects your statutory rights in respect of faulty, misdescribed or otherwise non-conforming goods.

7. Order Cancellations

Standard Stock Items

If you wish to cancel an order before dispatch, please contact us as soon as possible.

If your order has already been dispatched, you may still have cancellation or return rights depending on the nature of the order and the applicable law.

Where a cancellation or return is permitted, you must follow our returns procedure and take reasonable care of the item until it has been returned.

Unless otherwise agreed or required by law, returned items should be unused and in their original packaging, with all accessories included.

Bespoke & Custom-Made Products

Bespoke products are made specifically to meet the customer's requirements.

A 50% deposit is required for bespoke orders.

Once production has started, the deposit is generally non-refundable to the extent permitted by law, and cancellation may result in the loss of the deposit.

Please contact us as soon as possible if you wish to discuss changes or cancellation of a bespoke order.

Cancellation rights for bespoke products may differ from those for standard stock items. Your statutory rights will continue to apply where relevant.

8. Lost, Delayed & International Shipments

We currently ship to the countries listed in our online shop, unless otherwise agreed.

All orders are dispatched using tracked shipping services.

Additional shipping insurance is recommended and may be available upon request for an additional charge. Please contact us before placing your order if you would like to arrange additional insurance.

Lost Parcels

If your parcel appears to be lost in transit, please contact us so we can investigate with the relevant courier.

For parcels that have not been delivered, we may need to allow time for the courier's investigation and tracing procedures to be completed.

Where a courier investigation is required, this process may take approximately 6–8 weeks following a failed delivery or the relevant point at which the courier accepts a tracing request.

Please contact us as soon as you become aware of a delivery problem.

We will work with the courier to investigate missing shipments and determine the appropriate resolution in accordance with the applicable shipping terms and consumer protection laws.

Customs & International Delivery

International shipments may be subject to customs inspections, import duties, taxes, tariffs, local regulations or other restrictions imposed by the destination country.

Customers are responsible for checking that products can legally be imported into their country and for any applicable import charges, unless otherwise agreed.

Delivery may also be affected by circumstances beyond our control, including customs delays, changes in local regulations, conflict, civil unrest, public health emergencies, law enforcement restrictions or changes in government policy.

Where such circumstances affect delivery, we will work with the relevant courier to investigate and provide updates where possible.

Our shipping terms do not exclude any liability that cannot legally be excluded, including applicable obligations relating to goods lost in transit.

9. European Union – 14-Day Right of Withdrawal

Where applicable under European Union consumer protection law, customers purchasing online have the right to withdraw from their purchase within 14 days of receiving their goods, without giving a reason.

To exercise this right, please contact us within the applicable 14-day period.

Goods should be returned in accordance with the applicable withdrawal requirements. Customers may be responsible for return shipping costs where legally permitted and where this has been properly communicated.

Certain exceptions may apply, including to goods made to the customer's specifications or clearly personalised items, and to certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

This section does not affect any additional rights you may have under applicable consumer law.

10. Refunds

Once we receive your returned item, 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.

For qualifying DOA claims, approved refunds will generally be processed within 10 business days of approval.

Please note that your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

vapesmarter@hotmail.com

Refunds for cancellations, faulty goods and statutory withdrawal rights will be handled in accordance with the applicable legal requirements.

11. Returns Procedure

To request a return or warranty assessment:

1. Email vapesmarter@hotmail.com with your order number and a description of the issue.

2. Include photographs or videos where helpful.

3. Wait for our response and return authorisation.

4. Follow the return instructions and use a recorded-delivery service where required.

5. Retain your proof of postage and tracking information until the matter has been resolved.

Please do not send items to us before receiving return instructions.

12. Contact Us

If you have any questions about cancellations, returns, warranties, refunds or shipping, please contact our customer service team.

Email: vapesmarter@hotmail.com

We will do our best to help resolve your enquiry as promptly as possible.

13. Your Statutory Rights

This policy is intended to explain our returns and warranty procedures. It does not replace or limit any statutory consumer rights that apply to your purchase.

Where any provision of this policy conflicts with applicable law, the relevant legal requirements will take precedence.