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Refund policy

DELIVERY INFORMATION

Free delivery on all orders over £35 (including VAT)

Orders under £35 will be charged at £5.99

Orders are shipped Monday-Friday excluding bank holidays via UK Royal Mail

Orders placed and paid for before 3.00pm Monday – Friday will be shipped first class via UK Mail for next day delivery.

Orders made or paid for after 3.00pm will be sent out the next working day. 

DELIVERY RESTRICTIONS

We ship our products to the UK only.

We are unable to accept orders of over £10,000 online (including multiple orders adding up to that amount over a short period). If you would like to place a large order, please call our customer services team on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays). We’ll be happy to help you.

Certain products may be unavailable to customers, due to regulatory restrictions.

REFUNDS AND RETURNS POLICY

HOW DO I CHANGE AN ORDER?

Unfortunately, it is usually not possible to make changes to an order once you have placed it. If you would like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address or remove items from your order, please contact our Customer Service team by email: info@ipswichvapes.co.uk or calling us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

See below for details on how you may be able to cancel your order.

HOW DO I CANCEL AN ORDER?

Pursuant to the Consumer Contracts Regulations 2013, you have the following cancellation rights when you place an order with us online or by telephone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the products.
  • Your right to return products does not apply to any products which have been opened after delivery. This is necessary for hygiene reasons.
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the products and take reasonable care of them. Do not use the products if you have decided to cancel the order.
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
  • You can cancel by email: info@ipswichvapes.co.uk or calling us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays.
  • If you decide to cancel, please contact customer service on 01473 42 77 88 to obtain a return label and number. Please complete the return label that is sent to you. You should return the products to us within 14 days of such cancellation. You should keep proof of postage. Once we receive the products, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
  • We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of you failing to take reasonable care of them. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

 

MY ORDER ARRIVED AND IT CONTAINS THE WRONGS ITEMS OR IS INCOMPLETE, WHAT SHOULD I DO?

Sometimes we may deliver your items in multiple batches. All products ordered and paid for Monday to Friday prior to 3.00pm are usually delivered the following day. If you feel your order is incomplete, incorrect, damaged, or if we have sent too many products, please email us at info@ipswichvapes.co.uk, or call us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

HOW DO I RETURN AN ITEM?

Contact Ipswich Vapes Customer Care to obtain technical support and, if necessary, your return code. You can email us at info@ipswichvapes.co.uk or call us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

  • Customer Services will provide you with a returns number. You should return the products to us within 14 days of such cancellation. You should keep proof of postage. Once we receive the products, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
  • To return parcels please post to:

Ipswich Vapes Ltd
3 Reynolds Road
Ipswich
Suffolk
IP3 0JL

 

  • We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of you failing to take reasonable care of them. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

 

Please note we cannot accept returns of any products which have been opened after delivery. This is necessary for hygiene reasons.