Returns and Refunds Policy
We want customers to be satisfied with their VapeGuard purchase. This policy explains your rights when cancelling an online order and what happens if a product is faulty, damaged or incorrect.
1. Changing Your Mind
For most products purchased online, UK consumers have the right to cancel within 14 days of receiving their goods, without having to provide a reason. To cancel, contact us within 14 days of receiving the order. You then normally have a further 14 days after telling us you wish to cancel to return the goods.
2. Returning Your Product
Unless we tell you otherwise, returns should be sent to:
VapeGuard Limited
Pine Cottage
Gateside
Lochfoot
Dumfries
United Kingdom
DG2 8NX
Please include sufficient information for us to identify the order. We recommend obtaining proof of postage.
3. Condition of Returned Goods
You may inspect a product as you reasonably would if examining it before purchase. We may make a deduction from the refund where permitted by law if the value of the product has been reduced because it has been handled more than was reasonably necessary to establish its nature, characteristics and function.
4. Return Postage
Where you are cancelling because you have changed your mind, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.
If the product is faulty, damaged on arrival, incorrectly supplied or not as described, please contact us before returning it. Where required by law, we will cover reasonable return costs.
5. Refunds for Cancelled Orders
For a valid cancellation, we will refund the purchase price of the returned product and the original standard delivery charge where applicable. If you chose a more expensive delivery service than our standard option, we are only required to refund the cost of standard delivery.
Refunds will normally be made using the original payment method. We will process the refund within the period required by law, normally no later than 14 days after receiving the returned goods, or after receiving appropriate evidence that they have been sent back where applicable.
6. Faulty or Incorrect Products
If an item is faulty, damaged, not as described, not of satisfactory quality or incorrectly supplied, please contact us as soon as possible. UK consumers have statutory rights concerning faulty goods, including rights to refunds, repairs or replacements depending on the circumstances and how long they have owned the goods. These rights are not affected by this policy.
7. Incorrect Size
Please measure your tank before ordering. VapeGuard size ranges are:
- Standard: 19–28 mm
- Large: 27–38 mm
If you accidentally order the wrong size, you may use your statutory cancellation rights described above, provided the applicable requirements are met.
8. Exchanges
Where available, we may arrange an exchange rather than a refund. If an exchange is not available, we will process the return as a refund where you are entitled to one.
9. How to Request a Return
Please contact: robert@vapeguard.co.uk
Include your name, order number, product purchased, and whether you would like to cancel the order or are reporting a fault/problem.