Warranty & Return
We are an authorized agency of all brands put up for sale on our website. We can guarantee that all products from factories have successfully passed QC inspection.
Once the order has been received, please check the package and all items carefully at first to make sure they can work well.
If there is something wrong with item(s) received, we always would like to handle it with a professional manner to make our customers satisfied with their purchase from us.
Concerning to items' features and usage condition, we offer following varying warranties:
1. For coils and pod cartridges: these Products shall be free from material defects, that on delivery only, and warranty claims for these items will only be accepted within a period of 3 days after receipt;
2. For e-liquids: that on delivery only, is damaged on arrival;
3. For atomizers ( or tanks ) : that on delivery and for a period of 3 months from delivery, the items shall be free from material defects;
4. For batteries ( including mods ): that on delivery and for a period of 6 months from delivery, the batteries shall be free from material defects;
5. For charging equipment: the item shall be free from material defects, that for a period of 6 months after receipt.
6. For disposable vape kits: that on delivery only, is damaged on arrival.
Customers are advised to notify Customer Services of the problem by emailing to [email protected], following information must be provided to make sure we can check the issue and offer correct solutions:
* Order Number
* Product Name
* Serial Number ( displayed on the box/package of the product ).
* Problem Description
* Steps taken to solve the issue.
* Video/video link or picture ( must be straight to the point and show the problem clearly at a moderate distance )
Customers are allowed to return any non-faulty item ( excludes e-liquid & disposable vapes concerning to its features)
* Order Number
* Product Name
* Return reason
* Item pictures
We only allow return of unopened items with their outer package/box sealed well. Once the seal is damaged, the return is not acceptable even though the item is unused.
We have the confidence that each order is proceeded in a fast and correct way. We record the order weight information. Sometimes the items are shipped in split packages due to warehouse options or stock issue. Please open the parcel and carefully check the contents before signing for the package.
However, sometimes mistake may occur, if there is any item missing in the package, we advise to check the order shipment confirmation message and contact our customer service through [email protected] within 48 hours from delivery, following information must be provided to help us investigate the issue:
* Order number and missing item name ( sku number ).
* Clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item(s) received.
* Total weight of the package received
Our customer service will check the issue with our warehouse and shipping company after receiving the above information. Once we confirm the item is lost at some operation end, we will either offer a refund of the missing item or resend it for free.
Our warehouse team always check the items and packages before sending them out to make sure correct items are sent to customers. However sometimes mistake may occur, if there is any incorrect item received in the package, we advise to check the order record in your Vapesourcing.uk account and contact our customer service through [email protected] within 48 hours from delivery, following information must be provided to help us investigate the issue:
* Order number and item name ( sku number ) purchased in the order.
* The name of incorrect item received and clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item(s) received.
Once we receive the above information, we will check it with our warehouse team. We can offer a refund or a free reshipment of correct item once we confirm incorrect item(s) is/are sent out. Our customer service will inform you if the incorrect item will be returned to us or not.
(a) fair wear and tear;
(b) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
(c) if you fail to operate or use the Products in accordance with the user instructions;
(d )any alteration or repair by you or by a third party who is not one of our authorized repairers;
(e) any specification provided by you.
We will offer a refund or exchange after we checking the issue with item. All return must be allowed by our customer services. If the item is required to be sent back to us, customers are advised to follow these tips:
* Well wrap the item with all accessories in a package in case of any damage during shipment
* Send at your local post office to the return address our customer service provided. Please DO NOT send the package via expedited shipping methods such as DHL, UPS, Fedex, etc.
* Provide the tracking number and the tracking site of the returned package for us after it is shipped out.
* The package should be sent out within 7 days after receiving our customer services message and address. The package should be sent to the exact address our customer service provided. No compensation offered if customers send package to some other address not offered by us.
* Customer is responsible for a successful return. If there is any tax charged with the returned package, customer will be responsible to pay for it. If unfortunately the returned package is damaged during shipment, the warranty and solutions will be affected.
For non-faulty item ( including atomizer, tank, coils, cartridge, battery, mod, kit ) return, the return shipping fee is non-refundable. If exchange of a new item is chose by customer in this situation, the shipping fee to send new item out will also at customers' cost.
For faulty item ( including atomizer, battery, mod, kit ) return, we can refund the return shipping fee if the item issue is notified within 3 days from delivery. Customers are advised to provide the return shipping fee receipt for us once the package is shipped out to our address. We will offer a refund of the return shipping fee after we well receive the package. If the returned package is lost or damaged during shipment, the return shipping fee will be non-refundable in such cases. Once the received items have passed this 3-day guarantee, the return shipping fee will be non-refundable.
Refund will be arranged to the credit card account you used to pay for the order. If you used the store wallet, we will refund to store wallet.
For store wallet refund, please allow 24 hours for the credit to appear in your website registered account.
For original payment account refund, please allow 7-14 working days for the refund to appear in your credit card account. For more information of the refund, please contact your card issuing company to get more details afterwards. While please allow 1-2 working days for the refund to appear in your payment account if you pay for the order via a PayPal account.
