Refund policy

Rule the Cloud. Shop With Confidence.

At Vapefog, we stand behind the quality and authenticity of every product we sell.

We aim to provide a fair, transparent and legally compliant returns policy in line with UK consumer protection laws.

🇬🇧 Your Rights Under UK Law

Under the Consumer Rights Act 2015, customers are entitled to receive goods that are:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If an item is faulty or not as described, you are entitled to a repair, replacement or refund.

For distance sales, your rights are also protected under the Consumer Contracts Regulations 2013.

🔁 14-Day Change of Mind Returns

You have 14 days from the date of delivery to request a return for unwanted items.

To qualify:

  • Item must be unused

  • Item must be unopened

  • Original seals must be intact

  • Packaging must be undamaged

Due to hygiene and safety regulations, we cannot accept returns on opened vape kits, e-liquids, pods, coils or consumable items unless faulty.

Customers are responsible for return postage costs unless the item is faulty.

⚠️ Faulty or Damaged Items

If your item arrives faulty, damaged or incorrect:

1️⃣ Contact us within 48 hours of delivery
2️⃣ Provide order number and clear photos
3️⃣ We will assess and arrange replacement or refund

Faulty items may need to be returned for inspection before a refund or replacement is issued.

🚫 Non-Returnable Items

For health, safety and regulatory reasons, the following cannot be returned if opened:

  • E-liquids (including shortfills and nic shots)

  • Pods and coils

  • Tanks and atomisers

  • CBD vape products

  • Clearance or sale items (unless faulty)

This policy protects customers and ensures compliance with UK product safety standards.

💳 Refund Process

Once your return is received and inspected:

  • Refunds are issued to the original payment method

  • Processing time: 3–7 working days

  • Shipping costs are non-refundable (unless item is faulty)

We reserve the right to refuse returns that do not meet our policy conditions.

🏪 Trade & Wholesale Orders

Trade customers must report damaged or faulty goods within 48 hours of delivery.

Wholesale returns are assessed on a case-by-case basis and may be subject to restocking fees.

Custom or bulk orders may not be eligible for return unless faulty.

📦 How to Start a Return

Email: support@vapefog.co.uk

Include:

  • Order number

  • Full name

  • Reason for return

  • Photos (if faulty)

Do not send items back without prior authorisation.

Vapefog

Rule the Cloud. Protected by Policy.

We are building a long-term, compliant vape platform — retail, wholesale and distribution.

Fair policies. Clear standards. Zero compromise.