Returns & Refund Policy

Not completely satisfied with your purchase? No worries; we’re here to help. Our 30-day return policy gives you flexibility and peace of mind when shopping with us.

How Do I Return Something?

If you need to return an item, follow these simple steps:

  1. Check eligibility: Your item must be unused, in its original packaging, and in the same condition as when you received it. Returns that do not meet these criteria may not be accepted.

  2. Initiate your return: Contact us via email at support@alectrofag.co.uk or Live Chat with your full name, order number, and reason for return.

  3. Return shipping: Once we approve your request, we’ll provide return instructions. You must return the item using a tracked shipping method to ensure safe delivery.

Return Address:

Alectrofag Online Store C/O STEEPD VAPE CO
Unit 1, Euro House, 1 Overbridged Road
Salford, Manchester
M7 1SL

Note: Return shipping costs are your responsibility unless otherwise stated.

Can I Return an Item I Ordered via Same-Day Delivery in Liverpool?

Yes! If you used our Same-Day Delivery service, you have two options:

  • Exchange your item: Place a new order, and once it arrives, return your original item to the delivery rider.

  • Return your item: If you no longer want the item, follow the standard return process and send it back to our return address.

Refunds are processed after we receive and inspect the returned item. Please note that delivery costs are non-refundable.

What if My Item Is Faulty or Defective?

If you receive a product that isn’t functioning correctly, here’s what to do:

  1. Reach out to us via email or Live Chat with your order number and a description of the issue.

  2. We may request images or a short video showing the fault.

  3. If confirmed as faulty, we’ll issue a voucher equal to the product’s value so you can place a new order for a replacement.

You can choose either Same-Day Delivery or Carrier Delivery for your replacement order.

What if I Miss My Same-Day Delivery in Liverpool?

Missed deliveries happen - we’ve got you covered:

  • First missed attempt: Contact us to reschedule your delivery for the next day.

  • Second missed attempt: Your order will be available for collection at our store.

Store Address: 15 St. Oswalds St, Old Swan, Liverpool L13 5SA, UK

What Items Are Non-Returnable?

For health and hygiene reasons, we cannot accept returns of:

  • Opened e-liquids

  • Used tanks, atomisers, or pods

  • Vape kits or accessories without original packaging

  • Drip tips (mouthpieces)

  • Opened coils or refillable pods

If you’re unsure whether your item qualifies, please get in touch; we’re happy to help.

How Do Refunds Work?

  • Once we receive and inspect your return, we’ll process a refund using your original payment method.

  • Refunds typically take 3-5 business days, depending on your bank.

  • Delivery charges are non-refundable, except in cases where:

    • The product is faulty or misdescribed.

    • There was a significant delay beyond the promised delivery timeframe.

Can I Cancel My Order?

Yes, but it depends on the order status:

  • Before dispatch: If your order hasn’t shipped yet, contact us ASAP, and we’ll cancel it and issue a full refund.

  • After dispatch: Unfortunately, we cannot cancel orders that have already been shipped. However, you can return the order once it arrives by following the return process.

Need Further Assistance?

We’re here to help!
Email us: support@alectrofag.co.uk
Live Chat: Available on our website during business hours

Our team is dedicated to making your shopping experience easy and stress-free.

 

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