Returns, Refunds & Warranty
We want you to be completely happy with your order. If something's not right, we'll make it right — here's everything you need to know.
The Vapourly Promise
We're real people who care about getting it right. If your order arrives with a problem, we'll sort it — no fuss, no drama, just great service.
Chargers, Leads & Wall Plugs
12 MonthsCharging accessories are covered for one full year from purchase. If your charger develops an electrical fault, we'll replace it.
Devices & Kits (External Batteries)
6 MonthsVape kits and devices that use external batteries are covered for 6 months from the date of purchase against manufacturing defects.
Batteries & Mods
60 DaysBatteries and mods have a finite lifespan depending on usage. Covered for 60 days — void if the unit shows signs of mishandling or tampering.
E-Liquids
Consumable — No WarrantyE-liquids are consumable items sold in sealed bottles. Not covered under warranty, except where there is a clear manufacturing fault or we made a shipping error.
Coils, Pods, Tanks & Atomizers
Consumable — DOA Policy AppliesThese are consumable parts and wear out over time — not covered under warranty. However, if they arrive faulty (Dead on Arrival), contact us within 7 days and we'll sort it.
⚠️ Warranties Don't Cover...
- Normal wear and tear from everyday use
- Damage caused by misuse, accidents, negligence, or abnormal storage conditions
- Failure to follow product instructions or carry out regular maintenance (cleaning connectors etc.)
- Any modifications or repairs by you or an unauthorised third party
- Damage caused by using incorrect or incompatible accessories
Contact Us First
Reach out before sending anything back
Get Your RMA
We'll give you a Returns Authorisation number
Pack & Post
Send tracked within 10 working days
We Inspect It
Up to 5 working days to check the fault
All Sorted!
Replacement dispatched or refund issued
Received Something Damaged or Defective?
Report it within 24 hours of delivery — here's exactly what to do.
Don't Throw It Away
Keep the item, packaging, and batch number. We may need photos or photographic evidence before we can process your claim.
Contact Us Within 24 Hours
Email us at hello@vapourly.co.uk as soon as possible. Claims raised after this window may not be accepted.
We Test & Inspect
Once we receive the item back, we'll thoroughly test it to verify the fault. We may ask a few questions along the way to speed things up.
Refund or Replacement
If the fault is confirmed, we'll offer you a refund or replacement within 30 days — using the same payment method you originally used.
Send Your Return To:
VapourlyFAO: Customer Services
Unit 31 Longcroft Farm
Longcroft Lane
Yoxall
Staffordshire
DE13 8NT
Always include your RMA number (if provided), full name, original order number, and reason for return on the outside of the package. We recommend using a tracked and insured delivery service — we cannot be held responsible for items lost or damaged in transit. Ensure correct postage is paid.
Need to get in touch first? Email us at hello@vapourly.co.uk
How long do I have to report a defective item?
You must contact us within 24 hours of receiving your order if anything arrives damaged or defective. The sooner you let us know, the quicker we can sort it. For consumable items like coils and pods that arrive DOA, you have 7 days from receipt to notify us.
Do I need to contact you before sending a return?
Yes — always contact us first. Returns sent without prior authorisation may not be accepted and could be disposed of. We'll give you a Returns Merchandise Authorisation (RMA) number to include with your parcel.
Who pays for return postage?
If the item is verified as faulty or a dispatch error on our part, we'll cover your return postage costs. For all other returns, you are responsible for return shipping costs. We always recommend sending items back via a tracked and insured service.
How long will my refund take?
Once we receive your return, allow up to 5 working days for it to be inspected. If a refund is approved, it will be processed back to your original payment method. Confirmed refunds are issued within 30 days.
My coil/pod arrived faulty — am I covered?
Coils and pods are consumable items and don't carry a standard warranty. However, if they arrive Dead on Arrival (DOA), contact us within 7 days of receiving your order and we'll look into a replacement at our discretion.
What if the item I ordered is no longer available?
If your faulty item is no longer in stock, we'll issue a full refund including your original postage fees, or exchange it for an alternative product of your choice — whatever works best for you.
What are my legal rights?
Our warranty terms don't affect your statutory rights. If a product is faulty or not as described, you're protected under the Consumer Rights Act 2015. For free advice, visit your local Citizens Advice Bureau or contact Trading Standards.
