Our Return and Refund Policy

This is Power Vape Shop’s official Return and Refund Policy. We strive to ensure your satisfaction with every purchase, but we understand that sometimes products need to be returned for a refund or replacement. Below, you'll find a comprehensive guide to our return and refund process.

Return Policy

Need to return an item but just don't know how to do it? We’ve got you covered.

If you purchased an item from us and didn't like it or no longer want it you can send it back to us by initiating a return. You can send the item back to us once you have the RMA form. You can put it back in the return package after filling out the form with accurate information.

Below are a few return scenarios and appropriate policies:

• When a customer orders a few items and doesn't like 3 or 4 products, they can return the unwanted products to us as long as they are in the cooling period. We will provide a full refund on the product price along with the standard shipping charges. The shipping charge refund will not include any additional payments the customer makes to get it quicker or faster. Also, our policy is not to reimburse for any expenses involved in returning the item. We will only refund for the products that are unpacked and in resalable condition; we will not be held accountable for the cost of the devices you have used. 
• Our return window: is within 30 days of the delivery. Please note that the products need to remain completely sealed in their original packaging and not be consumed. This will not impact your legal rights of returning defective or misrepresented items for a refund. Also, if a product has a warranty that lasts longer than our return window, in that case, customers can use it by getting in touch with the manufacturer (For example PODs).
• We won't be able to accept your return request and initiate a refund when the product is unsealed or consumed.
• If you change your mind after ordering, simply return the products within 14 days and let us know you'd like to cancel. Please use a traceable shipping method and keep proof of postage. The cost of return shipping is entirely the customer's responsibility. Your money will be refunded once we receive the returned product and verify that they are in good condition.
• Please contact our customer service team if you come across any situations involving "Defected Products," "Wrong Items Sent," or "Missing Items." Please attach a video to your email that demonstrates the problem, whether it is a defective, damaged, or incorrect item.

What are the scenarios where we pay for the cost of return?

• If you received the wrong item or products which does not have the features that were advertised. Make sure you don't consume the item. You can return it for a refund.
• When the purchase couldn't be completed on time or properly due to issues from our end. This can include a situation where the delivery is being delayed due to circumstances out of our control, or we have changed the product features, price or description on our website.

What data do you need to share to start a return?

To initiate a return request, you must contact us via the email orders@powervapeshop.com. Make sure you include your name, order number and the reason why you are returning the product. You can use your address instead of the order number in case you forgot it. The information we expect you to share to initiate a return request is;

Name

Registered Email Address or Cell number

Order Number

Reason of Return

Items Returning

Our email: orders@powervapeshop.com

Return Address

Power Vape Shop

Unit 1 Fishwick Park 

Mercer St

Preston PR1 4LZ

Refund Policy

• You will get a full refund including shipping charges, if you decide to cancel your order immediately after placing it. Essentially, you are eligible for a refund if you cancel the item before our warehouse processes the order, packs it, and sends it to the shipping point. And you won’t be eligible for this once the warehouse has processed the order!
• You will receive a full refund, including shipping charges, for any items confirmed to be lost in transit.

• If our customer support team requires further information to complete your order, such as photo ID verification, and you refuse to provide it, we will cancel the order on our behalf and issue a full refund, including shipping.

• If one product in your purchase is out of stock, you will receive a refund for the missing item and receive the rest of your order. However, if all the products in an order are out of stock, you are entitled to a full refund due to stock unavailability.

• Customers will receive a full refund, excluding shipping charges if they receive an order with products that are leaked or damaged.

• The refund will be processed to the customer's original payment method within 2-14 working days. Additionally, if a customer seeks a quick resolution, we will offer discount codes to compensate for the loss.
• When a customer pays for an order that was never placed or is charged twice for the same item. The customer would receive a full refund including shipping costs.
• We don’t accept orders placed by people under the age of 18. In this case, the parents bear responsibility if someone places an order using their parent cards and ID. Therefore, we will not provide a refund in that scenario. Returning the things in an unopened, resalable condition is required if the buyer wants a refund.
• if the product you returned is defective or not working properly but wasn't initially damaged, a particular amount will be deducted from your refund (shipping expenses excluded). Also, in case we refund your money before we get a chance to inspect the product and find any issues later, you will still need to pay a fair price. 
• Selecting the least expensive shipping option we provide will result in the most return on investment in terms of delivery expenses. If we offered delivery of a product within 1-3 days for a certain price and you chose delivery within 24 hours at a higher price, we would only reimburse the amount you would have paid for the less expensive delivery option. For example, when issuing a refund, we would take into account the 1-3 days delivery charges to return you instead of the higher price you paid. 
• Opened items from a completed order will not be refunded. Faor example, in a scenario where you order a pack of 3 coils, utilise two of them after and then decide to return one. In that case, we will reimburse you for the cost of the single coil that is still sealed and unopened; items that have been opened cannot be returned.

Refund for defective, broken or expired product

• We'll provide you with a discount coupon code. If it were a single item, the shipping charge would be covered by the coupon. 

• We will continue with the refund if you don't agree with the discount code. In this instance, the shipping charge will not be reimbursed.

Our cooling-off period

If you live in the UK and purchase something you haven't seen in person, you are entitled to a 14-day cooling-off period. You can initiate a return and refund request within these 14 days.

Replacement Policy

When a customer receives the wrong product, they have the option to place a new order as compensation for a replacement. If the customer decides against receiving a replacement, we will initiate a full refund

Please be informed that we only reimburse shipping charges in cases where we are at fault.*