Returns Policy

(Online & In-Store)

We want you to shop with confidence. If something isn’t right, here’s how returns work.

In-Store Returns

If you bought your item in one of our stores, you can return it to any VPZ store within 30 days for a full refund — as long as:

  • You have your receipt (this is your proof of purchase).
  • The item is unused, unopened, and in its original packaging.
  • All seals are intact.

Refunds are made back to your original payment method. Any loyalty points earned from the purchase will be removed.

Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015.

A few important things to note:

  • Proof of purchase is required (receipt preferred).
  • If you used your loyalty card, we may be able to locate your purchase — photo ID will be required.
  • Bank statements are only accepted for faulty product returns.
  • “Dead on Arrival” products must be reported within 48 hours of purchase.
  • We can’t accept returns if the product:
    • Has been used or not maintained as instructed
    • Has been damaged (accidentally or intentionally)
    • Shows normal wear and tear
    • Is being returned because you’ve changed your mind (if opened)

We may inspect the item in-store. If further testing is needed, we may send it away and confirm within 10 working days whether a return is approved.

Online Returns

If you ordered online, you have the right to cancel your order within 14 days of receiving it.

Here’s how it works:

  1. Let us know within 14 days that you’d like to return your item.
  2. Send it back within 14 days of telling us.
  3. We’ll issue your refund within 14 days of receiving the goods.

Please note:

  • Return postage costs aren’t covered unless the item is faulty.
  • Opened or used items may only qualify for a partial refund, depending on condition.
  • Liquids, coils, disposable clearomisers and similar hygiene-sensitive products cannot be returned if opened.

Refunds are always made to the original payment method, and loyalty points will be deducted.

Warranties & Faulty Products

If your item develops a fault, we’ll assess it as quickly as possible.

Devices

Faulty devices will be inspected in-store (usually within 30 minutes to 24 hours). If needed, we may send them away for further testing and confirm the outcome within 10 working days.

When checking a device, we look at:

  • Date of purchase and warranty period
  • Proof of purchase
  • General condition and wear
  • Signs of tampering
  • Accidental damage (drops, liquid damage, charging port damage, etc.)

Charging port damage caused by bent pins is classed as user damage unless reported as “Dead on Arrival” within 48 hours.

Warranty Periods

  • Devices with built-in batteries: 3 months
  • Devices using external batteries: 6 months
  • Individual 18650 / 20700 batteries: 3 months
  • Sub-ohm / non-disposable tanks: 30 days
  • Semi-disposable tanks (CE5, K1, T2 MN, ETS): 7 days
  • Coils, pods, disposable tanks: 48 hours (unless faulty at manufacture)

Kits must be returned complete.

JUUL and IQOS products may have longer manufacturer warranties — please check their websites directly.

For faulty Jac Vapour products, original packaging is required.

Batteries

Batteries are consumable and naturally wear out over time.

On average, they last around 150–200 charge cycles or up to 3 months, depending on usage. Reduced performance over time is normal and doesn’t indicate a fault.

If you need advice on battery care, our store team is always happy to help.

Liquids & Consumables

Due to hygiene reasons:

  • We cannot accept returns on opened liquids or Heets.
  • If you simply don’t like the flavour, we’re unable to offer a refund.
  • If there’s a genuine fault, please bring it to store within 48 hours for inspection.

 

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