Orders & Returns
We hope you will be happy with any product purchased from our website, but if you are not completely satisfied with your purchase we guarantee to refund or exchange any item you are not completely happy with when you return it to us in an unused, undamaged condition and in the original packaging. Refunds will be credited back to your original method of payment.
Your return should be received by us within this 14 day period. A full refund, excluding delivery costs, will be processed within 28 days of us receiving the returned goods. We will notify you of your refund via email once processed.
Any items returned in less than perfect condition will be sent back at the customer's expense. We reserve the right to refuse a returned product if reasonable care has not been taken to maintain the same condition in which it was received, or if it has been washed, used, contains smells such as perfume, smoke, etc, has been marked or is dirty, or which have not been returned to LondonVape.co.uk in line with the specified return procedure. A 20% fee applies on bulk orders (Over 10 Units) returned.
*If you received Free Delivery on your order, and decide to return all or part of your order for a refund or an exchange, the actual delivery charge we incurred to send your order will be deducted from your refund amount to cover our shipping costs. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible.
In the unlikely event you receive a damaged or faulty product, we must be notified within 7 days from receipt of goods. We will not accept claims for goods received as faulty after this period. Faulty products will be replaced or refunded as required. Faulty items returned will be inspected, and if found not faulty will be returned to you at your own cost. We will not accept extra charges for courier services or guaranteed next day services for faulty items returned. We cannot provide a refund or exchange without the Authorisation number.
To arrange a return or a refund please call our customer service team on. 01923 288216
If you are returning an item to us for an exchange or a refund (other than for defective items or items delivered incorrectly by us) will be at your own expense. The item is your responsibility until it reaches us. For your own protection, we would advise you to return Items by recorded delivery.
LondonVape.co.uk is unable to accept any responsibility whatsoever for items that fail to reach us when Proof of Postage has not been obtained by the customer, and in this instance no refund will be issued, and it is the customer's sole responsibility to file a claim with Royal Mail for the missing item.
Your original postage costs will not be refunded unless the item you received was sent in error or is faulty (providing we are notified of faults within 7 days of receipt).
Returns received outside the 14 day time frame are accepted at the discretion of LondonVape.co.uk and can only be exchanged providing the goods have been returned unused.
Refund Policy Exclusions
If you have changed your mind and would like an exchange, please call our customer service team on. 0845 474 7752 . If the exchange item is greater in price than the original we will charge you the difference, and similarly if the exchange item is lower in price than the original we will refund you the difference. You will be responsible for paying the current delivery charge for sending the exchange item to you. Please note our Return Policy also applies.
RETURNING CLEARANCE OR SALE ITEMS
An item purchased from our 60% off Clearance Sale is not eligible for a money back refund or exchange. All sales on such items are final.
TO CANCEL AN ORDER
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase. You are entitled to cancel your order for a full refund, excluding the cost of delivery.
You are responsible for returning the goods to us before a refund can be given. We will refund the cost of the goods (though not the delivery costs) within 28 days of return, providing the goods have been returned unused, undamaged and remain in a re-saleable condition. We also reserve the right to levy a 20% restocking fee to cover our costs.
Order cancellations must be made in writing, quoting your order number, within 7 working days of the day after you receive the goods. Please email us at [email protected] form.
RETURNING GOODS BOUGHT AS SPECIAL OFFERS OR PROMOTION
Where promotional discounts are applied to orders, the discount will be applied to each order in the basket. In the event of a return, you will not be refunded the discounted proportion.
If a minimum spend applied on your order, a refund or returned items voids the original discount applied. Any items returned will be refunded minus the discount.
If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £10.00') you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.
Please send all returns to:
Enhanced Labs UK
The English Room
The Old Free School, George Street