Refund policy
30-Day Refund Policy
We accept returns for a refund on products that are unused, sealed, and returned within 30 days of delivery.
Start a Return or Cancellation
You can request a return or cancellation online through your customer account. Sign in using the email address associated with your order to view your orders and submit a request.
Return and cancellation requests are subject to the eligibility requirements and conditions set out in this policy.
In some cases, unopened and unused products may be accepted for return after 30 days at our discretion. Where accepted, a restocking fee of up to 20% may apply and original shipping costs are non-refundable, except where otherwise required by law.
Sealed & Hygienic Products
For health and hygiene reasons, certain sealed products may not be eligible for return once the seal has been broken, where the applicable legal hygiene exemption applies.
This may include products from brands such as Storz & Bickel, PAX, Dr. Dabber and Puffco, as well as glass mouthpieces and other mouthpieces intended for oral use, irrespective of material.
This restriction does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
Faulty Items & Warranty
If your item develops a fault, please email info@vapejunkie.co.uk as soon as possible with your order number and details of the problem.
Where applicable, your statutory consumer rights may entitle you to a refund, repair or replacement. Your rights depend on factors including when the fault becomes apparent and the circumstances of the purchase.
Manufacturer warranties are provided in addition to, and do not replace, your statutory consumer rights.
Certain products, including the Volcano Hybrid, Volcano Classic and Tinymight 2, may have manufacturer repair procedures. Where appropriate, we may ask you to follow the manufacturer's repair process and they may provide a return shipping label. This does not limit any statutory rights you have against Vape Junkie as the retailer.
Consumable or replaceable components such as chambers, coils, glass or ceramic components, seals and screens may be subject to different warranty conditions depending on the nature of the item and fault. This does not exclude any rights you have where an item is faulty, damaged or not as described.
Order Cancellations
If your order has not yet been fulfilled, you can submit a cancellation request through your customer account.
Cancellation requests are reviewed before being approved, and submitting a request does not automatically cancel your order.
We recommend submitting your request as soon as possible. If an order has already been processed or dispatched, we may be unable to stop the shipment.
If you're unable to submit a cancellation request through your account, please email info@vapejunkie.co.uk as soon as possible with your order number.
If your order has already been dispatched, you can request a return after delivery in accordance with this policy and your applicable statutory consumer rights.
Damaged Items (Arrived Damaged)
If your item arrives damaged, please email info@vapejunkie.co.uk as soon as possible with your order number, clear photos of the item and, where possible, the packaging and packing slip.
We will review the issue and arrange an appropriate remedy. We may provide a prepaid return label if the item needs to be returned.
All items are quality-checked before dispatch. Please inspect your item before use.
Defective Items
If you believe your item is defective, please first consult the product manual for troubleshooting guidance and warranty information, where appropriate. Many common issues can be resolved by following the manufacturer's recommended troubleshooting steps.
If the issue persists, please email info@vapejunkie.co.uk with your order number, a description of the problem and, where possible, clear photos or a short video showing the fault.
We will review your case and advise you on the next steps. Depending on the circumstances, this may involve a refund, replacement, repair or an appropriate manufacturer warranty procedure.
Any manufacturer warranty is provided in addition to your applicable statutory consumer rights.
Unauthorized Returns
Please request a return through your customer account before sending any items back to us. This allows us to review your request and provide the appropriate return instructions and RMA (Return Merchandise Authorisation) details.
Alternatively, you can email info@vapejunkie.co.uk to request return authorisation.
Items returned without prior authorisation or a valid RMA may take longer to process. Items that do not meet the applicable return conditions, including products with broken or tampered seals where a hygiene exemption lawfully applies, may not be eligible for a change-of-mind refund.
Where permitted by law and applicable under this policy, a restocking fee may apply.
Items returned under our standard 30-day change-of-mind policy must be unused, in their original condition and in their original packaging with all accessories included.
These conditions do not limit your applicable statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
Address & Delivery Issues
Please ensure that your delivery address is complete and accurate when placing your order.
If a courier is unable to deliver due to an incorrect or incomplete address provided at checkout, or because the recipient is unavailable, the parcel may be returned to us.
Where re-delivery is required because of an incorrect or incomplete address supplied by the customer, reasonable additional delivery costs may apply. A £5 re-delivery fee may apply where stated and appropriate.
Please email info@vapejunkie.co.uk immediately after placing your order if you notice an address error, as we may be able to correct it before dispatch.
Refund Processing
Once we receive your return, we will inspect it and process eligible refunds as soon as possible. Our standard processing time is normally 2–4 business days after receiving and inspecting the returned item.
Refunds are normally issued to the original payment method. The time taken for the refund to appear after it has been processed may depend on your bank or payment provider.
Items returned under our standard 30-day change-of-mind policy must be returned within 30 days of delivery and must be unused, in their original condition and in their original packaging.
Used items are not normally eligible for a refund under our voluntary change-of-mind returns policy unless we agree otherwise. This does not affect your rights where goods are faulty, damaged, not as described or otherwise covered by applicable consumer law.
Returns accepted outside our standard return terms may, where permitted by law, be subject to a restocking fee of up to 20%. Original shipping charges may also be non-refundable where permitted by law.
Please retain proof of postage for all returns. We strongly recommend using a tracked delivery service when returning an item.
Nothing in this policy affects your statutory consumer rights.