30-day returns. No drama.
Not happy with what you ordered? You have 30 days from receipt to let us know. We'll guide you through the return process — and if your item is faulty, damaged, or incorrect, we'll cover the postage too.
In short
You have 30 days from receipt to tell us you want to return an item, and a further 14 days from notifying us to post it back. If your item is faulty, damaged, or incorrect, we cover return postage. For change-of-mind returns, you cover the postage. Refunds go to your original payment method within 3–5 working days of us receiving the return.
Three quick steps
No portals to log into, no forms to fill. A short email is all it takes.
Check eligibility
Your item must be unused, in its original packaging, and in the same condition you received it. See the lists below for what qualifies.
Email us to start
Send your full name, order number, and reason for return to [email protected]. We'll respond with return instructions — including a prepaid Royal Mail label if your item is faulty, damaged, or incorrect.
Pop it in the post
If we've sent a prepaid label, use it. For change-of-mind returns, post via a tracked Royal Mail service and keep your receipt. The item must reach us within 14 days of you notifying us.
Return address
Love Vaping LTD
Unit 11–15, Industrial Estate,
Fylde Road, Preston, PR1 2TY
We cover postage
Faulty, damaged, or wrong item
If something's not right with your order, we'll send a prepaid Royal Mail label. You pay nothing.
You cover postage
Change-of-mind returns
If you've simply changed your mind, return postage is your responsibility. We recommend a tracked Royal Mail service.
What you can & can't return
Health and hygiene rules mean some items can't come back once opened. Here's how it breaks down.
Returnable
- Unopened vape kits in original packaging
- Unopened e-liquid bottles
- Sealed pods and coil packs
- Accessories in original packaging (chargers, cases, lanyards)
- Items that arrived faulty or damaged (see below)
- Items where you've received the wrong product
Non-returnable
- Opened e-liquid bottles
- Used tanks, atomisers, or pods
- Drip tips and mouthpieces
- Opened coils or refillable pods
- Vape kits without original packaging
- Items damaged by misuse or modification
Something not working? We'll sort it.
If your item arrives faulty or develops a fault under normal use, you have rights under the Consumer Rights Act 2015. Within 30 days of receipt, you can choose a refund, repair, or replacement. After that, we'll repair or replace it at no cost. Your statutory rights are not affected by anything on this page.
Send a photo or clip
We may ask for a short video or image showing the issue so we can diagnose it without you needing to post the item.
Choose your remedy
Once confirmed, you choose: refund to original payment method, free replacement, or repair where applicable.
Cancelling & refunds
Cancelling an order
- Before dispatch Contact us as quickly as possible. We dispatch fast, often within minutes, but we'll do our best to catch it. Full refund if we succeed.
- After dispatch We can't cancel a shipped order, but you can return it once it arrives by following the steps above.
How refunds work
- Original payment method Refunds always go back to the card or account you paid with — never store credit unless you specifically request it.
- Timing We process within 14 days of receiving the return. Funds typically arrive in 3–5 working days after that, depending on your bank.
- Delivery charges Refunded if the item was faulty or significantly delayed; otherwise non-refundable.
Common questions
What if my parcel arrives damaged?
Take a photo of the packaging before opening it, then email us at [email protected] with your order number and the photos. We'll arrange a replacement or refund right away. Don't worry about returning the damaged item until we ask.
I received the wrong item — what do I do?
Apologies! Email us with your order number and we'll send out the correct product as a priority, along with a prepaid label for you to return the wrong one. You won't be out of pocket on postage either way.
Can I exchange instead of refund?
Yes. Mention the swap you'd like in your return email and, once we receive your original item, we'll dispatch the replacement straight away. If there's a price difference, we'll refund or charge the balance as needed.
What if my return gets lost in the post?
If we sent you a prepaid label, the tracked service includes coverage for loss — just send us the tracking reference and we'll work with Royal Mail to resolve it. For change-of-mind returns where you've covered the postage, we recommend using Royal Mail Tracked 48 or higher and keeping your receipt; this protects you if anything goes missing.
How long do I have to return after notifying you?
14 days from the day you tell us you want to return. So you have 30 days to decide, and a further 14 days to actually post it back once you've let us know.
Will my refund include the original delivery charge?
Only in two cases: if the product was faulty or misdescribed, or if there was a significant delay beyond the promised delivery timeframe. Otherwise, the original delivery charge is non-refundable.
Need to start a return?
Email us with your order number and reason for return. We'll send instructions within one working day — and a prepaid label if your item is faulty or incorrect.
Start a return