Thank you for your interest in the products and services of The Vape City online Store.
We will try our best to resolve any issue our customer would have with any purchase. If you do experience any problem with our products, kindly contact us via email or call us. You can find contact details on our website and our customer service team will resolve the issue within the time frame.

All Electronic Cigarettes components have limited life span and will eventually need to be replaced.

14 Days Money Back Guarantee (T's & C's apply)

We have a 30 days money back guarantee on all our products (excluding prefilled cartridges and e-juice) from the date you received it without any reason. You should return the item in its original condition to us; in that case after we receive the returned items, we will refund you the payment excluding actual shipping fees already incurred.
The limited warranty applies for Physical Goods, purchased from The Vape City online Store.

WHAT DOES LIMITED WARRANTY COVERS:

The limited warranty covers any Electrical/Mechanical fault/defects in E-cigarette device under normal use during the warranty period.
Please note Electronic Cigarettes often become faulty after being dropped repeatedly, the limited warranty does not cover any physical damage or wear & tear under any circumstance.
Atomizers/Clearomizers cannot be returned after the packaging has been opened, however if you experience any problem within the first 24 hours of purchase, we will refund of replace the faulty item where possible.
E-liquids cannot be returned if the bottle has been opened for health and Safety reasons, if the product is in its original sealed packaging, we will exchange it for the other item worth same value of money.
Note: All Electronic Cigarettes Devices comes in sealed packaging with authenticity Scratch code to make sure the item is genuine and we are aware that issues can arise after sale but we would never sell any faulty items to our customer willingly to ruin the company reputation.
In order to return the product, you must provide us with:

  • A receipt of purchase
  • The original Packaging
  • Reason for return
  • Your order number
  • Your complete address
  • Your full name

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 
Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@thevapecity.co.uk. 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@thevapecity.co.uk and send your item to: The Vape City Ltd, 36 Rugby Street, Manchester, M8 9SN, United Kingdom. 

Shipping 
To return your product, you should mail your product to: The Vape City Ltd, 36 Rugby Street, Manchester, M8 9SN, United Kingdom 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.. For items that have Free Post & Packaging charges, a deduction of 25% will be deducted for post and packaging charged from the amount paid and the balance will be refunded to the original method of payment. EXAMPLE Item Cost £19.99 + free P&P, if item returned, £15.00 will only be refunded. £5.00 will be deducted for postage and packaging.If a wrong item is received, the item must be returned to us within 7 days of receipt and we will send the correct item and also refund the minimal postage charges that are required to return the parcel to us. This is usually second-class post. If a faster service or a more expensive method of postage is used to return the item, we will only refund the minimum amount it would have cost to send the item back to us and not the actual price paid.