Returns & Refunds Policy

Need help? Email us: info@zhdvapestore.co.uk

1) Overview

Our goal is to make returns simple and fair. Please contact us before sending anything back so we can issue return instructions (RMA) and, where applicable, a prepaid label.

2) How to request a return

• Email info@zhdvapestore.co.uk with your order number, item(s) and reason.
• We’ll confirm next steps and provide the correct returns address.
• Do not hand items back to the courier/driver on arrival—these parcels may not reach our returns centre.

3) Damaged on arrival / courier damage

If your order was damaged in transit, contact us as soon as possible with photos of the packaging and item. Items may be eligible for a replacement or refund.

4) Errors & shortages

Any picking errors or shortages must be reported within 3 days of delivery.

5) Faulty items

Please notify us within 30 days of delivery if an item is faulty. Reports made after 30 days cannot be accepted under this policy.

• Faulty items generally need to be returned for inspection.
• We will provide a prepaid return label for verified faults.

6) Change of mind (unwanted items)

Let us know within 30 days of delivery. Returns are accepted if items are brand new, unopened and unused in original packaging.

• The buyer is responsible for return shipping costs for change-of-mind returns.
• Use a tracked service and keep proof of postage.

7) Condition on return & inspection

If a returned product is not in the condition sent (missing parts, wear, damage, opened hygiene seals), we may refuse the return or issue a partial refund after assessment.

8) Warranty

Warranty up to 90 days from purchase on eligible products.

Exclusions: e-liquids, disposable vape pens, CBD products and clearance items (no warranty). For health/hygiene reasons, unsealed consumables (e-liquids, pods, coils, mouthpieces) cannot be returned unless faulty.

9) Return packaging & risk in transit

Pack items securely. You are responsible for any damage caused by insufficient packaging during the return journey.

10) Refunds

Refunds are made to the original payment method once the return is received and inspected. We’ll email you when processed. This policy is in addition to your statutory rights.