Returns, Refunds & Exchanges Policy
At Washington Vapes, we aim to provide excellent customer service and ensure any issues are resolved fairly and efficiently. Please read the following policy carefully before making a purchase.
How to Start a Return, Exchange or Warranty Claim
Before returning any item, customers must contact our Customer Support Team and obtain return authorisation.
To submit a return, exchange, damaged item report, missing item claim or warranty request, please open a support ticket via our Contact Us page:
https://washington-vapes.co.uk/pages/contact
When contacting us, please provide:
· Your order number
· Full name
· Delivery postcode
· A description of the issue
· Photographs or videos where applicable
Returns sent without prior authorisation may be delayed or refused.
Our support team will review your request and provide further instructions where necessary.
Customers may request a return of unwanted hardware products within 14 days of receiving their order, subject to the conditions below.
To qualify for a refund/store credit:
· The item must be returned within 14 days of delivery.
· The product must be unused, in its original packaging and in a resaleable condition.
· All accessories, manuals, cables and packaging supplied with the product must be included.
· Customers are responsible for return postage costs.
E-Liquid & Drip Tips
We are unable to accept the return of e-liquids or drip tips that have been opened or used in anyway on the grounds of health & safety as well as for hygiene reasons.
Rechargeable Vape Kits/ Prefilled Pods
We will no longer cover by any warranty for the following reasons:
Rechargeable Vape Kits/ Prefilled Pods are a consumable, oral products therefore for purposes of hygiene we cannot accept them back in returns for inspection.
Claims for dead on arrival or lack of taste cannot be validated by ourselves due to the hygiene reasons mentioned above and will no longer be covered by any warranty.
All puff counts advertised are manufacturer estimates and may vary depending on individual usage patterns.
Goods – Hardware
All Mods come with a 30 day guarantee. We don’t cover faults caused by incorrect assembly, neglect, misuse or wear & tear. If a product has been damaged by the customer, we reserve the right to refuse a refund or claim.
If your Mod becomes faulty with 30 days of purchase or delivery, then please contact via the website. Please provide us with your name, postcode and order number together with details of the problem. We may telephone you to do some trouble shooting. If we cannot help you remotely, we will authorise your mod for a return. You must return it in its original packaging, for a full inspection and testing of the product. Once tested, if the product is deemed to be defective, we will contact you either regarding replacement or refund.
Items returned to us without a fault being found may be returned to the customer at their expense and no refund, replacement or exchange will be issued.
Atomizer Returns
Atomizers (coils) are a working part of your device and have a limited life span. We will accept dead on arrival returns if reported with 48hrs of sale or delivery. Please note you should soak a new coil for at least 15mins before vaping.
Damaged Products – Hardware
If your order arrives damaged, you must notify us within 48 hours of delivery.To assist with your claim, we may request:
· Photographs of the damaged item
· Photographs of the outer packaging
· Photographs of the shipping label
· Details of the damage
Claims reported after 48 hours may not be eligible for replacement or refund.
Missing, Incorrect or Incomplete Orders
If you believe your order is missing, incomplete or contains incorrect items, you must notify us within 48 hours of the parcel being marked as delivered.
We may investigate with the courier and request supporting evidence before a replacement or refund is issued.
Courier investigations may take several working days to complete, and we reserve the right to await the outcome of the investigation before issuing any replacement or refund.
Exchanges are subject to stock availability.
Where an exchange is approved:
· Returned items must meet the conditions outlined in this policy.
· If the replacement item is of higher value, the price difference must be paid before dispatch.
· If the replacement item is of lower value, any applicable refund will be issued as store credit/coupon.
Customers are responsible for return postage costs unless:
· The item was damaged in transit; or
· We supplied the wrong item.
We strongly recommend using a tracked postal service, as Washington Vapes cannot be held responsible for returns lost in transit.
Once a returned item has been received and inspected, any approved refund will be processed to the original payment method.
Please allow up to 10 working days for the refund to appear in your account, depending on your payment provider and bank.
Nothing in this policy affects your statutory rights under applicable consumer protection legislation.
For all returns, exchanges, warranty claims, damaged item reports and delivery issues, please submit a support ticket via:
https://washington-vapes.co.uk/pages/contact
Additional Information Requirements
Washington Vapes reserves the right to request additional information, photographs, videos or other supporting evidence where necessary to investigate a query, verify a claim, comply with courier requirements or determine eligibility for a refund, replacement, exchange or warranty claim.
Failure to provide requested information within a reasonable timeframe may result in delays to the investigation and may affect our ability to process or approve the request.
Washington Vapes reserves the right to refuse, reject or close any claim where sufficient information is not provided to enable a fair assessment.