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Warranty  &  returns

We've tried to keep this bit super simple! Check out our returns and warranty information below if you need to return anything to us.

vapemate

Warranty & Returns

Warranty & Returns

We've done our best to keep everything as simple as possible when it comes to our returns policy and product warranty. The information below explains exactly how it all works.

WARRANTY

Please check all goods when you receive them as the warranty period will run from the you receive them.

Vapemate operates an RTB (return to base) warranty policy: If you would like to return an item to us, you pay to ship it and if it is found to be faulty we will refund the shipping costs for you.

Please check your product is covered by warranty before returning it to us.

Vapemate can only offer a warranty on faulty products. 

Product Warranty Terms

Vapemate Atomiser Coils & Clearomisers

  • Atomiser coils and clearomisers are consumable products and have a limited life span.
  • Atomiser coils are sold with a DOA (dead on arrival) warranty have a life expectancy of seven to twenty one days (depending on use). 
  • Clearomisers are sold with a seven day warranty and have a life-expectancy of one to three months (depending on use).
  • If an atomiser coil has been used, it cannot be returned.
  • This warranty applies to manufacturer defects and covers repair or replacements, if the product is deemed to be faulty or beyond repair.

Vapemate Batteries

  • Batteries are sold with a one month RTB warranty and have a life span of three to six months (depending on use). 
  • This warranty applies to manufacturer defects and covers repair or replacements, if the product is deemed to be faulty or beyond repair.

Vapemate Eliquid

  • Eliquid is a consumable item and due to hygeine reasons we cannot take opened bottles of eliquid back into stock.
  • In some circumstances unopened bottles bought within 30 days may be returned, but only with an RMA number.
  • If you are dissatisfied with your eliquid, we will in some cases offer to replace it with the same or an alternative flavour or credit your account with VM Rewards.

Other Non-Consumable Items (Including Vapemate Cables, Adaptors & Plugs)

  • Unless otherwise specified, all other non-consumable items are sold with a 12 month warranty.
  • This warranty applies to manufacturer defects and covers repair or replacements, if the product is deemed to be faulty or beyond repair.

Vapemate Kits

  • Kit warranties apply to the component parts and the terms of cover are detailed above.
  • This warranty applies to manufacturer defects and covers repair or replacements, if the product is deemed to be faulty or beyond repair.

Third Party Products (Kanger, Innokin, Aspire, etc)

  • Unless otherwise specified, the manufacturers warranty applies and Vapemate will act as an agent.
  • The warranty requires the customer to return the item to Vapemate to be inspected, tested or checked.
  • This warranty applies to manufacturer defects and covers repair or replacements, if the product is deemed to be faulty or beyond repair.

If a product has been damaged in any way by the customer we reserve the right to refuse a refund or return. Your statutory rights apply.   

RETURNS

Our returns process is really straightforward: If you have a faulty item, contact customer services to obtain a returns number (RMA) and return it to us as soon as possible and once we have checked it over and verified that it's faulty, we will either repair it (if agreed), supply you with a replacement it or issue you with a full refund (including shipping costs) - it's your choice! We cannot send pre-paid shipping labels for returns, but if your item is found to be faulty we will refund additional shipping costs at standard Royal Mail rates. If you do need to return an item to us, you must include the RMA number (inside or outside the packaging is fine), so your return can be processed properly.

You have 7 days from the date you make your payment to cancel your order, however as we aim to ship all items within 24 hours you can return the order to us unopened and in its original condition to receive account credit or a full refund (customer to pay shipping costs). When returning an item, it is your responsibility to ensure that the correct postage is paid, the goods are correctly packaged and a tracked postal service is used if required.

If you would like to return an item, please check the warrantly terms carefully to ensure your item is fully covered.

Your statutory rights apply.

Please see our full terms and conditions for more information.

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