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Returns & Refunds

Returns Information (EU customers)

We are committed to high standards of customer service and satisfaction and we are confident of V2 e-Cigs and Vapour2 quality and taste we are therefore pleased to offer our customers enhanced customer service.

Please read the instructions provided to you to ensure that you get the best possible use of your product.

Our standard returns/refund policy is in accordance with the EU Consumer Contracts Regulations (prior to 13 June 2014 the Distance Selling Regulations were applied) which outlines your rights to cancel your order.

New legislation has come into effect in the UK from the 1st Of October 2015 and all goods purchased on or after that date are subject to the rights outlined in the Consumer Rights Act 2015.

We want you to be satisfied and happy with your electronic cigarette or vaporizer. If you need help using your e cigarette batteries, cartridges, e liquid or vaporizers we can give you the best service if you call our dedicated Customer Service team on 01733 555 555 or via email on team@v2cigs.co.uk

DOWNLOAD OUR RETURNS FORM

  • Goods that you wish to return or are unwanted

    If you are not satisfied with your purchase you may return it and we will give you a refund for the value of the goods which are unused and in a resalable condition.

    1. Please notify us within 14 days from receipt of your purchases that you wish to return them.
    2. Please download and complete our RETURNS FORM
    3. Include the completed Returns Form with your purchases when you send them back to us.
    4. We recommend that you return your purchase via recorded delivery and that you retain proof of postage/tracking.
    5. We are unable to process incomplete Return Forms.
    6. You should get your refund within 14 days once it has been agreed that you are entitled to a refund.
    7. Please be aware that you are responsible for cost of the return postage.

     

    For a full refund all the product(s) must be:

    1. Unused and in an undamaged condition, and must be in a resalable condition with the original packaging.
    2. All consumable items are sold in sealed containers. Refunds can only be offered, in accordance with the Consumer Contracts Regulations and Health and Safety Regulation, where all the seals are intact and the items are unused. This include: 
    • V2 Blank Cartridge
    • EX Blanks
    • V2 Pro Series 3
    • V2 Pro Series 7
    • V2 Pro Series 3 and V2 Series Pro Series 7 Liquid cartridges
    • V2 Pro Series 3 and V2 Series Pro Series 7 Loose leaf cartridges
    • V2 Pro Series 3 and V2 Series Pro Series 7 Wax cartridges
    • All Express Kits
    • All E-Liquids
    • All E-Liquid Sampler Packs
    • All Cartridge Sampler Packs

     

    Please send your Returns to:

    V2 e-Cigs UK

    1st Floor, 54 Broadway

    Peterborough. PE1 1SB, UK 

  • Damaged Or Faulty Goods on arrival

    We do our best to ensure that your goods arrive in perfect working condition.

    If your goods arrive damaged or faulty please notify us as soon as practically possible.

    1. Call our Customer Care Team on 01733 555 555 or email us on team@v2cigs.co.uk for a pre-paid postage label.
    2. Please download our Returns Form and enter your details.
    3. Include the returns form with the item you are returning.
    4. We cannot process incomplete return forms
    5. We reserve the right to inspect and test any product that is returned to us on the basis that it is damaged or defective.
    6. Should the returned items be found, after inspection and testing, to be damaged or defective a refund or replacement product will be given within 14 days of agreeing that you are entitled to a refund.
    7. Should we establish that you are not entitled to a refund or a replacement we will return the items to you at your expense.      

    For NON EU CUSTOMERS: Please notify us within 7 days of receiving your purchase, return the goods to us and we will give you a store credit for the cost of postage.

  • Faulty goods within 30 days

    In the unfortunate event that a product fails within 30 days of your purchase being received:

    1. Stop using the product as soon as you become aware that there is a fault.
    2. Notify us as soon as practically possible.
    3. Please complete and download our Returns Form 
    4. Include the completed returns form with the purchase you are returning.
    5. We cannot process incomplete return forms.
    6. We recommend that you return your purchase to us via recorded delivery and that you retain proof of postage. The cost of any return postage you have paid will be refunded to you if we agree that the items are faulty.
    7. We reserve the right to inspect and test any product that is returned to us on the basis that it is faulty or has failed.
    8. In order to establish the fault we will conduct through tests on the product.  In most instances we will take photographs of the returned products.
    9. Should we find that the product is faulty we will offer you a replacement.  This does not alter your right to a full refund if you prefer.
    10. In the event that the tests show the product to be in good working order or that the product has been damaged by misuse, physical abuse or incorrect operation in a manner that is inconsistent with the specified use, we will return the product to you at your cost.

    Replacements for Batteries are limited to a maximum of 3 replacements per order for 3 months after the original purchase. This applies to:

    • Classic V2 batteries
    • Ex Series batteries
    • Vapor Couture batteries

    Refunds or replacements for Pre-filled cartridge packs will be given if a maximum of 2 cartridges have been used from each pack.

    Your statutory rights are not affected.

  • Vapour2 Limited Replacement Policy

    Vapour2 UK Pro Series Limited Replacement Policy

    To qualify for the Vapour2 Pro Series Limited Replacement Policy the product(s) must have been purchased directly from 1111 EC Services Ltd trading as Vapour2 UK, and you must have bought E-Liquid or Pro Series Cartridges directly from Vapour2 within the last 60 Days.

    The Pro Series Limited Replacement Policy applies only to Vapour2 Pro Series electronic components and does not apply to consumable products, namely cartridges and mouthpieces.

    If you purchased your product from a physical retailer, please return the product to the retailer.

    Defects or damage caused by any of the following will void this Limited Replacement Policy:

    1. Modification, alteration, repair or service of this product by any persons or company other than those authorised through Vapour2 UK.
    2. Physical abuse to, or misuse of, the product or operation thereof in a manner inconsistent with the use indicated in the Vapour2 instruction manual; or
    3. Any use of the product other than that for which it was originally intended (e.g. the use of unapproved accessories, such as non-Vapour2 chargers or power adapters). 

    To take advantage of your Pro Series Limited Replacement Policy, the purchase must be registered with Vapour2 UK via an order placed on our website for one of the Pro Series products.

    The Pro Limited Replacement Policy is limited to a maximum of 2 replacements on any given purchase of an S3, S3X or S7 vaporizer and/or charger. 

    The item must be defective (i.e. this is not an exchange system) and will be replaced with an equal item from current inventory. 

    • The Pro Limited Replacement Policy can only be used within 60 days of your last Pro Series Cartridge or E-Liquid purchase from Vapour2 UK. If you have purchased the E-Liquid, S3 or S7 Cartridges from Vapour2 UK within the last 60-days, you may make full use of your Limited Replacement Policy.
    • Your Limited Replacement Policy will not expire until you have used all 2 replacements per the terms of the Limited Replacement Policy
    • If a replacement item is received defective or fails to operate as intended within the first 7 days from the delivery date, Vapour2 will replace the unit at no cost to the customer, covering shipping costs for a complementary device. This replacement will not count as 1 of the 2 allowed replacements 

    Subject to the above Limited Replacement Policy, if your V2 Pro device fails to operate satisfactorily, please follow these instructions: 

    1. Please contact our Customer Care Team by phone or email to ask for cleaning and general maintenance tips. Keeping your device well maintained will help you get the most value out of your Pro Series device. If cleaning does not remedy the problem and you have reset your device then please continue from point2.
    2. Call +44 (0) 1733 555 555 or email our Customer Care Team team@V2cigs.co.uk. Please provide the Customer Care Team with the order number that applies to the device in question. This will permit us to reference the order history on your device.
    3. You will be required to send the device back to us prior to us replacing your faulty unit
    4. Securely package your item(s) in an envelope and enclose a completed Returns Form with a detailed explanation of the problem you are experiencing. The Returns Form must clearly show the order number which is related to the purchase of the device you are returning. Post your items to 1111 EC Services Ltd, First Floor, 54 Broadway, Peterborough, Cambs, PE1 1SB. Please ensure that you can track your parcel as we will not replace any items until we have received the defective one. 

    Do not send any product to us unless you have first contacted the Customer Care Team. Failing to do so can lead to confusion and may result in the loss of your item, and therefore the forfeiture of your replacement. Do not send us any consumables or cartridges with your device/hardware unless specifically requested to do so. Please allow a reasonable amount of time for a replacement unit to be mailed to you, pending the receipt of your defective unit. If this will leave you with no vaping device, please discuss the possible options with the Customer Care Team.

    Should you have any questions regarding our Pro Series Limited Replacement Policy, please feel free to contact our Customer Care Team at:

    +44 (0) 1733 555 555

    The Vapour2 Limited Replacement Policy applies to all electrical components for the life of your product. Revolutionary in the electronic cigarette industry, the Limited Replacement Policy offered by Vapour2 for their e-cigs and electric cigarette accessories is second to none.

     

    Electronic Device Limited Replacement Policy 

    To qualify for the Vapour2 Electronic Device Limited Replacement Policy the product(s) must have been purchased directly from 1111 EC Services Ltd trading as Vapour2 UK, and you must have bought E-Liquid, Pre-Filled Cartridges or Ex Blanks directly from Vapour2 within the last 60 Days. 

    This Limited Replacement Policy is limited to the following products and is not applicable to Vapour2 Pro Series, E-liquids, Pre-Filled Flavour Cartridges or Disposable products. 

    • V2 Car Adapter
    • Vapour2 Classic Batteries
    • V2   Express Charger / Wall Adapter
    • Vapour2 EX Batteries 

    If you purchased your product from a physical retailer, please return the product to the retailer. 

    The Limited Replacement Policy on the products listed above is limited to a maximum of 3 replacements on any given order. To qualify for a replacement under the terms of the Limited Replacement Policy, the product must be defective. Replacement products are provided from our current inventory which may result in Vapour2 sending an alternative but equivalent product. 

    The Limited Replacement Policy is not intended to be an exchange system. 

    Defects or damage caused by any of the following will void this Limited Replacement Policy: 

    1. Modification, alteration, repair or service of this product by any persons or company other than Vapour2 UK
    2. Physical abuse to, or misuse of the product or operation thereof in a manner inconsistent with the use indicated in the Vapour2 instruction manual; or
    3. Any use of the product other than that for which it was originally intended (i.e. the use of unapproved accessories, such as non -Vapour2 chargers or power adapters) 

    Subject to the above Limited Replacement Policy, if your Vapour2 device fails to operate satisfactorily, please follow these instructions: 

    1.  Call the Customer Care Team on +44 (0) 1733 555 555 or email team@v2cigs.co.uk to tell us about the issue that you are having with the products. Please provide the team with your order number and a detailed explanation of the difficulty you are experiencing with the device or its components. All this information is required to process your Limited Replacement Policy request.
    2. Once we have established that your product needs replacement, we will ship you a brand-new item. All replacement parcels are sent at the next available shipping time and should be delivered to you within 3 - 4 days of your call to customer care.
    3. If Vapour2 requests that you return your device, please securely package your item(s) in an envelope with a completed Returns Form detailing your order number and explaining the nature of the problem. Send the items to Vapour2, First Floor, 54 Broadway, Peterborough, PE1 1SB. 

    Shipping costs paid at the time of purchase are not eligible for a refund.

    Should you have any questions regarding our Limited Replacement Policy, please feel free to contact our Customer Care Team at: +44 (0)1733 555 555

     

    YOU MUST BE OF LEGAL SMOKING AGE TO BUY AND/OR USE ANY V2 PRO.