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Return & Refund Policy

Last Updated: 15 Sept 2026

RETURN POLICY

At HiVapes, we comply fully with the UK Consumer Contracts Regulations and the Consumer Rights Act 2015. We want you to be completely satisfied with your purchase, but we understand that there may be times when you need to return an item.

1. Unwanted Goods (14-Day Cooling-Off Period)

If you change your mind, you have the right to cancel and return your order within 14 days of receiving your goods.

  • Items must be unused, unopened, and in their original, sealed packaging.
  • You are responsible for the return shipping costs for unwanted items.
  • We recommend using a tracked delivery service, as we cannot be held responsible for returns lost in transit.

2. Faulty or Damaged Goods

If your item arrives damaged or develops a manufacturing fault, you are protected under UK consumer law:

  • Within 30 days: You are entitled to a full refund or an exchange for faulty hardware.
  • Beyond 30 days (up to 6 months): We will attempt to repair or replace the faulty item. If a repair or replacement is not possible, you will receive a refund.
  • Exceptions: This does not cover faults caused by user error, accidental damage, wear and tear, or using incorrect charging equipment (e.g., smartphone fast-chargers on standard vape devices).

3. Non-Returnable Items (Hygiene & Safety)

Due to strict health and hygiene regulations, the following items cannot be returned if the seal has been broken, unless they are dead on arrival (DOA):

  • E-liquids and pre-filled pods
  • Disposable vapes
  • Coils, replacement pods, and atomizers
  • Drip tips (mouthpieces)

4. How to Initiate a Return

To start a return, please contact our support team at [Insert Email Address] with:

  1. Your full name and order number.
  2. The item(s) you wish to return.
  3. The reason for the return (if faulty, please include a photo or video of the issue).

Our team will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address. Do not send items back without an RMA, as they may not be processed.

REFUND POLICY

1. Processing Your Refund

Once your return is received and inspected by the HiVapes team, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved Returns: Your refund will be processed automatically to your original method of payment.
  • Processing Time: By UK law, refunds will be issued within 14 days of us receiving the returned goods (or receiving proof that you have sent them back). It may take an additional 3-5 business days for your bank or credit card company to post the funds to your account.

2. Shipping Costs

  • Unwanted Items: Original shipping charges are non-refundable, and you are responsible for the cost of return postage.
  • Faulty Items: HiVapes will cover the standard return shipping costs for items confirmed to be faulty or sent in error. We will either provide a prepaid returns label or reimburse your standard postage costs upon receipt of a postage receipt.

3. Late or Missing Refunds

If you haven’t received a refund after 14 days of our confirmation email:

  1. Check your bank account again.
  2. Contact your credit card company or bank, as processing times can vary.
  3. If you have done this and still have not received your refund, please contact us at [email protected] or +44.