Refund policy – Recommended Vape Supplies
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Refund policy

We're confident in the goods we supply and want our customers to be happy so please contact us on info@recvapes.co.uk if you have a problem and we will do our best to make it right. The previous sentence is probably as far as you will need to read to get a resolution. If you suspect a fault, please cease use of the product in question and contact us immediately. 

If you order batteries from outside the UK we will automatically refund their cost and ship the order without batteries. 

 

Returns and Refunds Policy 

  • Unwanted, unused and unopened item(s) must be returned within 30 days of receipt. Items must be in original condition and packaging, sealed (if they arrive to you sealed), with any manufacturer tags still attached, in a new, resalable condition. If an unwanted item arrives back with us and is not in new, unused condition, sealed in the original packaging, it will be either disposed of or returned to the customer. If it is to be returned to the customer, there will be a shipping charge for this. We will contact the customer to discuss if they'd prefer the item is disposed of or returned, before taking action. If no reply is received within a 30 days of making contact the item will be disposed of. (This isn't just us being mean, we've had far too many people return things in the past that have been opened, handled, damaged, dirtied with hands, herb, bits of dirt, arrived back with strong smells clinging too them etc., so have had to update our policy to state everything must be still sealed if it's unwanted!). For safety reasons we do not accept returns for spare batteries purchased with devices. 
  • For unwanted item(s) as above, we will provide return instructions and you can pop it back in the post to us. We do not cover the return postage costs in this situation and will not refund the original (outgoing) postage cost paid for us to ship the order out to you. In this scenario the customer is responsible for the goods until they reach us so it is recommended to use a tracked and insured service since if the item is lost in transit you would need to place a claim with your chosen shipper. When the item has been received and checked a refund will be issued assuming the return conditions have been met (unused, sealed etc., as above).
  • For unwanted items which were ordered using a free shipping option and then returned, we reserve the right to deduct the shipping cost used to send the item from your refund. 
  • Unless being returned due to a suspected fault or we have unintentionally made a packing error, items must be unused/sealed in the original condition you received it. If it was an item sent in error it must be returned to us in new, unused condition as you received it. If it is returned to us used we reserve the right to charge you for the product as it cannot be resold. 
  • For item(s) still under warranty with a confirmed fault we will generate a Royal Mail return shipping label free of charge within the first 6 months of purchase (or post office scannable QR code, so if you have no label printer, no worries, the post office can print one for you). For international orders the customer will need to set up shipping as we do not have the ability to set up reverse shipping for international orders or refund shipping costs for these returns, apologies.
  • If no fault is present and you would like the item(s) back we reserve the right to charge for postage to return the item to you, if you do not want the item back and no fault is present, no refund will be issued. 
  • If a fault is found we will return the item (with the fault addressed) or a replacement to you free of charge (assuming stock is present to do so, if there is no stock we will offer a refund or similar replacement to be agreed in advance with the customer).
  • If a fault is present and you would like a refund for an item(s) or order, once the order has been returned we will refund the complete cost of your order alongside the original shipping cost if applicable. If the faulty item(s) returned is part of a larger order, then no delivery charge will be refunded.
  • If we have accidentally shipped out the wrong item, we will send out a return label for you to return the goods to us, when they are received we will then set up a replacement for the correct item to be shipped. 
  • This excludes International returns as we cannot provide a return shipping label, international customers need to arrange and cover the costs of return shipping in all situations and mark the item as a returned item for customs purposes. We will however ship out any replacements for faulty items free of charge. If a full order is returned to us due to a fault with an item we will refund the full cost of the order and original (outgoing) shipping cost, if a refund is requested. If the faulty item(s) are part of a larger order with items which have not been returned, we will refund the item(s) returned but will not refund the original (outgoing) shipping cost, if a refund is requested. 
  • Anything which is returned to us should be packaged safely, goods which are damaged on the way back to us cannot be properly assessed for a fault or resold if they are opened; and will therefore be returned to the customer, a shipping invoice would be issued to the customer to cover these shipping costs. 
  • If we are provided with an incomplete or incorrect address and the item cannot be delivered it should be returned to us, though this can take some time. Occasionally Royal Mail loses these packages, this is outside of our control.  If it arrives back we can reship or refund the goods. If we are reshipping an additional postage charge will be applied to cover this cost. If we are refunding only the price of the goods can be refunded. If a free shipping option was selected when ordering and a refund is requested, we will issue a refund minus the actual cost of shipping which we paid to send it initially. 
  • Items which have been damaged after delivery, while in the care of a customer, cannot be returned or refunded. Warranties are only applicable for products which have a fault or defect from manufacture. Warranty periods vary between manufacturers and products, we will adhere to these warranty periods. 
  • Under no circumstances should shipping labels be attached to the product boxes or packaging, all returned goods should be packaged with exterior packaging which the return/shipping label should be adhered to. 


Free Returns

We offer free returns for any faulty items for all UK customers and can provide printable shipping labels or QR codes which can be scanned at the post office so they can print the label for you. For international customers we cannot offer this but do accept returns on faulty items. If we have not provided a shipping label, customers should send returns by recorded insured post that covers the cost of the goods as they are your responsibility until they are delivered to us. Further information on EU terms can be found below.


How do I return an item?

Simply email us at info@recvapes.co.uk to let us know why you'd like to return the item and to receive details of where to send the item.

Please make sure all returned items are well packaged, so as not to be damaged in the post.

If returned an item from outside the UK, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. Recommended Vape Supplies is NOT responsible for any customs or import charges and these will be deducted from any refund if applicable.


Items received damaged

Please check the contents of your shipment and inform us of any breakages or cosmetic damage within forty-eight hours of receiving your goods to receive a refund or replacement. Any reports of breakages or damage made after this point or on used items will be assumed your responsibility. If you notice your product is damaged on arrival please refrain from using it and send us evidence of this damage as soon as possible. We will be unable to accept damaged items which have been used.  

It is your responsibility as the customer to thoroughly check each item that you order from us upon receiving the item, and to report any breakages or damage in transit within 48 hours of the package being delivered. We may consider extending this period for items which have been purchased as gifts so could not be opened and checked earlier. Please provide us with evidence of the damage and do not use the item. 

Glass or quartz items should be thoroughly inspected for damage or defects before use and any issues reported to us within 48 hours of receipt, these items cannot be returned once used. We will replace any items which have been broken or damaged in transit so long as we are notified within 48 hours of the package being delivered and evidence of the issue has been provided. We are unable to replace items or issue refunds for items that are not reported as broken or damaged in transit within 48 hours of the package being delivered.

If you return an item because of an error on our part (for example; an incorrect item has been received), or if it is defective, we will happily generate a shipping label for you to return it to us (excluding for international orders as detailed above). The item(s) must be returned within 30 days of purchase.


EU Consumer Rights Directive (CRD) - EU Legal Information

Under the EU Consumer Rights Directive (CRD), customers in the European Union who cancel a contract for purchase of an item(s) within 14 calendar days of receipt of their order, will receive a refund for the cost of the item(s) and the cost of sending the item(s) to you (outgoing postage cost) provided that the entire order is being returned. If the item(s) returned is part of a larger order, then no delivery charge is refunded. This applies to unwanted items or orders, or item(s) with a fault. Note: hygiene-sealed items must remain sealed to be eligible for return (see below). EU customers will need to cover the cost of returning unwanted items. If the order is unfulfilled and has not shipped, the entire order can be cancelled for a full refund as per the new laws. 

For EU customers: you have 30 days to return items. For hygiene reasons consumable items cannot be returned once the seal is broken. Hardware and devices may be opened for inspection and returned within 30 days provided they are unused and in original packaging. Anything which is for direct inhalation such as portable vaporizers, bubblers with integral mouthpieces, whips, screens etc. must be sealed as they were received for hygiene reasons. Hardware and devices outside of the types listed may be opened for inspection and returned within 30 days provided they are unused and in original packaging. Items must be returned in a resalable condition — any items showing signs of use beyond inspection may not be eligible for a full refund.

EU customers exercising their right to cancel under the EU Consumer Rights Directive are responsible for the cost of returning unwanted items to us. We recommend using a tracked service, as we cannot be held responsible for items lost in transit. Return shipping costs will not be reimbursed except where the item is faulty, in which case we will cover the cost of return (refunded from the original order) or send a replacement free of charge. For faulty items, EU customers are entitled to a repair (where possible), replacement, or full refund including original outgoing postage — at their choice. If the item is being returned for a refund instead of replaced, return postage costs will be issued separately from your order refund since Shopify does not allow us to refund more than the original order value. For this we will need to be provided with payment details which are suitable for an international bank transfer. These details can be provided to info@recvapes.co.uk. 


EU Legal Guarantee Information can be Found here


International refunds

Our store and payment system works natively in GBP currency. For most international payments our payment provider also offers the option to pay in your native currency (Dynamic Currency Conversion - DCC). If an international payment is made to our store in GBP (DCC is not selected) and we then issue a refund, the refunded amount will be in GBP and may be slightly higher or lower when converted back into your native currency. This is outside of our control since currency conversion rates fluctuate constantly and both the Shopify and Payment provider will have logged the payment in GBP. If you select the DCC option when making payment, then a refund is issued, the amount returned to you will be for the exact amount paid in your local currency. When an international customer chooses to buy from a foreign store operating in GBP (without DCC), they implicitly agree to cross-border transaction terms.  This process is fully in line with refund laws, consumer rights, and card network regulations.

In the unlikely event you think your situation falls outside the realms of these terms, please refer to our full Terms and conditions for further information... Or just email us as we're familiar with the terms and conditions and are here to help, not make life more difficult!