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Refund and Return Policy

At Royal Vapery, customer satisfaction is our top priority. We want every customer to be completely happy with their purchase. This policy explains how returns, exchanges, and refunds are handled for all orders placed on our website.

Your Right to Cancel

Under the UK Consumer Contracts Regulations, you have the right to cancel your online order within 14 days of receiving it.
To exercise this right, you must contact our support team by email or WhatsApp within 14 days of delivery.

Once your return request is approved, you have a further 14 days to send the item(s) back.

Products Eligible for Return

We accept returns for:

  • Unused and unopened items in their original packaging
  • Products that are faulty or damaged upon arrival
  • Incorrect items received due to an error on our part

Products Not Eligible for Return

For hygiene and safety reasons, the following items cannot be returned unless defective:

  • E-liquids, vape kits, coils, pods, or tanks that have been opened or used
  • Any product showing signs of wear, misuse, or tampering
  • Items returned outside the 14-day window without prior authorisation

We appreciate your understanding, as this policy protects both our customers and product integrity.

Faulty or Damaged Items

If you receive a faulty or damaged item, please contact us within 48 hours of delivery with:

  • Your order number
  • A clear photo or video showing the issue

Once verified, we will offer a replacement or full refund. Faulty items must be returned before a refund can be processed.

Return Process

  1. Contact us at support@royalvapery.co.uk or via WhatsApp Support to request a return authorisation.
  2. Once approved, package the item securely with your order details inside.
  3. Send the parcel to the return address provided by our team.

Please note: return postage costs are the customer’s responsibility unless the item is faulty or incorrect.

Refunds

Refunds are issued to the original payment method within 5 to 10 business days after the returned item is received and inspected.
We will notify you by email once your refund has been processed.

If you paid using a discount or promotional offer, your refund will reflect the final amount paid.

Exchanges

If you wish to exchange a product for a different model or flavour, please contact our support team. Exchanges are subject to stock availability and must meet the same conditions as returns.