Refund and Returns Policy

This page outlines our warranty coverage and returns process for products purchased from We Are Vapes. Please read this carefully to understand what is and isn’t covered.

Limited Warranty

Different vaping products have different lifespans and therefore different warranty periods. Below is a breakdown of what we cover:

1. Vape Devices and Kits

Vape devices and starter kits have a 30-day store guarantee. If your device is faulty or unused within 30 days of purchase, we will replace it or offer a full refund. You must supply a copy of your receipt or order number when returning the product.

For ongoing support beyond 30 days, please contact the manufacturer directly as they provide their own extended warranty schemes.

2. Batteries and Mods

Batteries and mods have a 15-day warranty from the date of purchase. Batteries have a limited lifespan depending on how often they’re used and how they’re charged.

This warranty is void if:

  • The battery or mod has been physically damaged
  • There are signs of mishandling, dropping, or tampering
  • The device has been opened or modified in any way
  • The warranty void sticker has been removed

If your battery won’t hold a charge or fails to work properly within 15 days, contact us immediately with your order number.

3. Coils, Pods, and Tanks

Coils, replacement pods, and tanks are consumable items and are not covered under warranty as they naturally wear out with use.

However, if a coil, pod, or tank arrives faulty (Dead on Arrival – DOA) and we’re notified within 7 days of delivery, we may replace it at our discretion.

Important: If a coil or tank has come into contact with e-liquid or shows any signs of use, we cannot accept returns or offer replacements.

The lifespan of coils typically ranges from 2-14 days depending on:

  • The type of e-liquid used (sweetness, thickness, nicotine content)
  • Your vaping power and style
  • How frequently you use the device
  • Regular cleaning and maintenance

4. E-Liquids

E-liquids are consumable products sold in sealed bottles and are not covered under warranty.

The only exception is if:

  • There’s a manufacturing defect we identify
  • There’s been a shipping error on our part (wrong item sent, damaged in transit due to our packing)

In these cases, we will replace the e-liquid or issue a refund.

Note: Once the seal is broken, e-liquids cannot be returned for any reason.

5. Chargers and Charging Accessories

Chargers, charging cables, charging cases, and wall adaptor plugs are covered by a 1-year warranty from the date of purchase.

If the charger fails to work, shows electrical faults, or doesn’t charge your device properly, we’ll replace it free of charge within the warranty period.

6. Disposable Vapes

Disposable vapes come with a 14-day money-back guarantee if unused and unopened.

If a disposable vape arrives Dead on Arrival (faulty on receipt), we will refund your money. However, you are responsible for the cost of returning faulty disposables that have been opened or used. Our Quality Control team will verify the fault before processing any refunds.

Warranty Exceptions

Our warranties do not cover:

  1. Wear and Tear – Normal deterioration from regular use
  2. Wilful Damage or Negligence – Deliberately damaging the product, dropping it, exposing it to extreme temperatures, or storing it improperly
  3. Misuse – Using the product in ways not recommended in the instructions or manual
  4. Lack of Maintenance – Failure to clean components regularly, not replacing worn coils, or not maintaining the device properly
  5. Unauthorised Repairs – Having the device repaired by anyone other than the manufacturer or an authorised repairer
  6. Modifications – Altering the device, removing the battery, opening the casing, or making any changes to its design

Important: These warranty exceptions do not affect your legal consumer rights. If a product is faulty or not as described, you may still be entitled to a refund or replacement under UK consumer protection law.

Faulty or Damaged Products

If you receive a faulty or damaged product, you must contact us within 5 working days of delivery. After this period, we may not be able to help.

What to do:

  1. Contact us at vapesuperstorebradford@gmail.com or call 07933834854 with your order number
  2. Describe the fault or damage in detail
  3. Do not dispose of the product – we may need photos, batch numbers, or the item itself for inspection
  4. Follow our instructions on how to return the item

Processing Claims:

Once we receive your faulty item, we will inspect it within 5 working days. If it’s confirmed as faulty:

  • We’ll offer a replacement or full refund (your choice)
  • Refunds are processed to the original payment method
  • If the product is no longer in stock, we’ll offer an alternative product or a refund including your original postage cost

If the Product Isn’t Faulty:

If our inspection shows the product has been damaged through misuse, accidental damage, or normal wear and tear, we cannot offer a replacement or refund. You will be responsible for the cost of returning the item to us.

Returns Process

Before Returning Goods

Contact us first – Do not return items without contacting us. Send an email to vapesuperstorebradford@gmail.com or call 07933834854.

We’ll discuss the issue and provide instructions on how to return the product.

How to Return Items

  1. Get a Returns Authorisation – In some cases, we’ll provide a Returns Authorisation form or reference number. This must be included with your return.
  2. Pack Carefully – All returned items must be repackaged securely in protective materials to the same standard they arrived in. Damage caused by poor packaging will not be accepted for refund.
  3. Include Documentation – Include the following information clearly written on the outside of the package:
    • Your full name and address
    • Original order number
    • Returns authorisation (if provided)
    • Brief description of the issue
  4. Send via Recorded Delivery – We recommend sending returns using Royal Mail Special Delivery or equivalent recorded delivery service. Make sure the package is fully insured for the value of the goods. We’re not responsible for items lost in transit, so insurance is essential.
  5. Return Address:

We Are Vapes Unit 1 Factory Street Vapesuperstore Bradford West Yorkshire BD4 9NW United Kingdom

Timeline for Returns

  • Contact us within 5 working days of receiving your order if there’s an issue
  • Return items within 10 working days of contacting us
  • Allow up to 5 working days after we receive your return for inspection and processing
  • Refunds or replacement items will be issued once inspection is complete

If items aren’t returned within the 10-day window, we may not be able to accept them.

Unauthorised Returns

Any items returned without prior authorisation may be refused and returned to you at your expense. We’re not responsible for items sent to us without permission.

Your Responsibility

You have a duty to take reasonable care of goods while they’re in your possession. This means:

  • Don’t use the product once you’ve decided to return it
  • Keep the packaging and original condition intact
  • Don’t attempt to repair or modify the product
  • Ensure the item arrives in the same condition as received

Our Customer Service Promise

We’re committed to putting your needs first. Here’s what you can expect from us:

  • Professional Service – Our team treats all customers with respect and politeness
  • Quick Response – We aim to respond to queries within 24 hours
  • Clear Communication – We listen to your concerns and explain our decisions clearly
  • Problem Solving – If we make a mistake, we apologise and put things right
  • Fair Treatment – We investigate complaints thoroughly and provide a considered response
  • Data Protection – We handle your personal information securely and respectfully

Legal Rights

This warranty is in addition to your legal consumer rights. Under UK consumer protection law, products must be:

  • Of satisfactory quality
  • Fit for purpose
  • As described

If a product fails to meet these standards, you may be entitled to a refund, repair, or replacement, regardless of our warranty periods. For more information about your legal rights, contact:

Citizens Advice: www.citizensadvice.org.uk Trading Standards: www.tradingstandards.gov.uk

Contact Us

If you have any questions about this warranty policy or need to report a faulty item:

We Are Vapes

Telephone: 07933834854 Email: vapesuperstorebradford@gmail.com

Opening Hours: 7 days a week

Returns Address: Unit 1 Factory Street Vapesuperstore Bradford West Yorkshire BD4 9NW United Kingdom

We’re here to help and want to make sure you’re completely satisfied with your purchase.