Damaged or Faulty Item

Please try not to receive or sign for an item that is visibly damaged.

Please note, should any product be received ‘Dead on Arrival’ (DOA) we request that you contact customer service immediately. This is especially imperative for disposable items such as clearomisers, cartomisers and wick & coils, as they are not covered under warranty due to their disposable nature.

Damaged or faulty item claims will be processed within 5 working days of notification, as will shortfalls in the order. We will refund the Buyer the cost of returning the goods to us through the use of Royal Mail recorded delivery only. We will not be held responsible for goods that are lost in the post on their return. Damaged items received must be reported with 5 working days of delivery.

All goods that are being returned must be re-packed to the same standard of protection as when the Buyer received them. Returned goods that are damaged in transit due to poor packaging will NOT be refunded, and will be returned to the Buyer.

All returns must be accompanied by a Returns Authorisation Form fully completed, including the Buyers Full Name and Address (This is the name appearing on the Invoice under ‘INVOICE/DELIVERY ADDRESS’) a daytime telephone number, the Invoice Number, and a brief description of the situation that needs to be resolved. A Returns Authorisation Form can be obtained by contacting customer service on our customer service email address under the About Us section above.

Missing or Lost Goods

If goods ordered are not received and deemed to be lost in transit or the shipment does not contain all the goods ordered, you should notify Vape Superstore within 14 days of placing your order for replacement goods to be sent. Vape Superstore will investigate lost packages with its courier partner(s). No claim for lost goods can be accepted outside of this time limit.