RETURNS & REFUNDS
We’ve done our best to keep everything as simple as possible when it comes to our returns policy and product warranty. The information below explains exactly how it all works.
Our returns process is really straightforward: If you have a faulty item, contact customer services to obtain a return order number and return it to us as soon as possible and once we have checked it over and verified that it’s faulty, we will either repair it (if agreed), supply you with a replacement or issue you with a full refund (including shipping costs) – it’s your choice! We cannot send pre-paid shipping labels for returns, but if your item is found to be faulty, we will refund additional shipping costs at standard rates. If you do need to return an item to us, you must include the order number (inside or outside the packaging is fine), so your return can be processed properly. Contact us on info@absolutevape.co.uk or 07895634585.
E-liquid
Once you have opened and broken the seal on your e-liquid we are unable to exchange or replace this item for you due to contamination. If your e-liquid appears to be faulty upon arrival then please contact the us immediately to request a replacement.
Hardware
All e-cigarette kits have a warranty of 28 days. If your product appears to be faulty, you must report it to our Customer Service Team within the warranty period. If it is agreed by our Customer Services team that your item is faulty and not user error, we will ask that you return the product to us in order to obtain an exchange/refund.
Cancellation
You have 24 hours from the date you make your payment to cancel your order, however as we aim to ship all items within 24 hours you can return the order to us unopened and in its original condition to receive account credit or a full refund (customer to pay shipping costs). When returning an item, it is your responsibility to ensure that the correct postage is paid, the goods are correctly packaged and a tracked postal service is used if required.
If you would like to return an item, please check the warranty terms carefully to ensure your item is fully covered. Your statutory rights apply.
REFUNDS & RETURNS
We’ll be happy to replace or refund anything unopened and unwanted within 21 days of receiving your purchase! We’re sorry to say that for hygiene reasons, we’re not able to accept any item that has been opened.
If there’s an issue with your order, please contact us and we’ll be able to advise you on the best way to get it resolved.
Phone: 07895634585
Email: info@absolutevape.co.uk
How do I return something?
To make a return, you will need to send us an email with your details, Proof of purchase and reason for return to info@absolutevape.co.uk.
Once we have received your email, we will verify all information provided is correct and respond back within 24hrs with our return details. When returning we’d recommend using your local Post Office’s ‘Royal Mail Signed For’ service. Don’t forget to ask for a proof of postage/receipt when you do – this is just so that if anything happens (which is rare), it can be chased up.
We encourage you to double check that your return is packed securely and the address is clear and visible on the outside of the parcel. Please also include your name, order number, and the reason why you are returning your product on a note and pop that in the return’s parcel. This’ll mean we’ll be able to handle your return as efficiently as possible.
For more information, please get in touch
Please email: info@absolutevape.co.uk or contact us: 07895634585
Can I return a faulty item?
You certainly can, as long as it’s within the warranty period!
However, just in case the fault can be identified without having to send anything back, we’d suggest getting in touch via email, live chat or phone first. We’ll then do our best to identify any faults and suggest possible fixes.
If it’s returned and a fault is found, we’ll refund your postage cost (up to £5) and either replace or refund your item for you. If it turns out your returned item isn’t faulty, we’ll explain what’s happened and return your item to you free of charge.
Email: info@absolutevape.co.uk
Contact: 07895634585
What if I’ve received an incorrect item?
If you could please get in touch with a picture of anything incorrect and of your receipt, we’ll aim to get back to you with a resolution within 24 hours.
Email: info@absolutevape.co.uk
Contact: 07895634585
How does it work if I want a refund?
We’ll always refund you to the payment method used at checkout. Once a refund has been issued, it can take up to 5 working days (excluding bank holidays and weekends) for your bank to put the funds back into your account, but it’s usually the same day.
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