Warranty & Returns

Please contact our Customer Service team prior to returning any goods. In some circumstances you will be given a Returns Merchandise Authorisation (RMA) number which must be included with returned items. Any unsolicited or unauthorised returns may be disposed of.

We are not responsible for items that get lost or damaged in transit. We recommend sending returns via a recorded delivery method, fully insured for the full value of goods, ensuring correct postage amount is paid. You have a duty to take reasonable care of any goods whilst they are in your possession.

Returns must be received within 10 working days of contacting our Customer Service team. If an item is not returned within this time frame, we may not be able to accept it.

In the unlikely event that any product is defective, you must inform our Customer Service team within 5 working days of receipt of goods. Any claims made after this period will not be accepted. Please do not dispose of any items or packaging, as we may require batch numbers, expiry dates, photographic evidence, and/or request that the item be returned to us.

Upon receipt of the items, we will test and inspect the product. If the item is found to be defective we will offer you a replacement or refund the product value, excluding any initial postage charges. Please allow up to 7 working days for the refunded amount to be credited back to your original payment method. All refunds will be processed using the same payment method used when placing the order. 

If the goods are deemed not to be defective or damage is caused by misuse, accidental damage, or wear and tear, we will not issue a replacement or raise a credit and you will be liable for all costs incurred returning the goods to us.

We may ask you further questions either before or during the returns process, or give recommendations on product usage to reduce any unnecessary returns. Please assist our Customer Service team by providing as much information as possible regarding any reported defect.

Returns Address:

Returns address:
Flavour Warehouse,
FAO: Customer Services
7a Henley Business Park,
Normandy,
Guildford,
Surrey
GU3 2DX

Limited Warranty:

Please be aware that vape kits and mods are made up of different components and are therefore subject to different warranty periods.

Please note we will require proof of purchase and, where possible, the original packaging for the product.

Vape Kits / Mods

Vape kits and mods come with a 6-month warranty starting from the purchase date. To process a warranty claim, you must return the vape kit or mod for evaluation. Please ensure that the device or mod is returned in its original packaging, undamaged to qualify for the warranty claim.

Coils / Tanks

Coils and tanks are consumable items, sold in sealed packaging and are not covered by a warranty. Coils and tanks have a variable lifespan. The only exception to this rule is in the case of a manufacturing fault. If you suspect that an item you've received is defective upon delivery, you must notify us notify us within 5 working days. Should there be a shipping error with your order, we will promptly replace the items. In case of any missing items upon delivery, you must notify us within 48 hours of receiving your order so that we can promptly investigate your claim.

E-Liquids

E-Liquids are consumable items, sold in sealed bottles and are not covered by a warranty. The only exception to this rule is in the case of a manufacturing fault. If you suspect that an item you've received is defective upon delivery, you must notify us notify us within 5 working days. Should there be a shipping error with your order, we will promptly replace the items. In case of any missing items upon delivery, you must notify us within 48 hours of receiving your order so that we can promptly investigate your claim.

Disposable Vapes / Pre-filled Pods / Refillable Pods

Disposable vapes and prefilled pods are consumable items, sold in sealed packaging and are not covered by a warranty. The only exception to this rule is in the case of an item being dead on arrival, or shipping errors on our part. If you suspect that an item you've received is defective upon delivery, you must notify us within 5 working days. We cannot accept any claims after this period. In case of any missing items, you must notify us within 48 hours of receiving your order so that we can promptly investigate your claim. For any disposable warranty claim, we require the batch number and date of expiry from the packaging. We are unable to replace or refund any disposable vape without this information. Additional video or photographic evidence may be required. Furthermore, we cannot replace or refund disposables that have been thrown away or discarded.

Batteries / Mods

Batteries and mods have a finite life span depending on usage. They each have a 60-day warranty starting from the purchase date. This warranty is void if the item has been broken due to misuse or mishandling. General wear and tear are not covered in the 60-day warranty period. If you believe your battery is faulty, please contact us stating the fault and we will assess your problem. If the issue is the manufacturer’s fault, we will replace the battery. You may be required to return the battery to us for assessment.

Battery Chargers / Cases / Docks / Leads / Wall Adaptors

All chargers sold are covered by a 12-month warranty from the date of purchase. The item must have been purchased as a separate item, and not part of a vape kit. If an item has an electrical fault such as, but not limited to, failure to emit charge, we will replace it. If the charger is deemed to be faulty due to user error or mishandling the warranty will be void. To process a warranty claim, you must return the item in question.

Warranty Exceptions:

For clarity, all warranties outlined above do not apply to:

• fair wear and tear
• wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party
• failure by you to operate or use the products per instructions
• failure by you to carry out normal maintenance of the products including regular cleaning of components and connectors
• any alteration or repair by you or by a third party who is not one of our authorised repairers, or
• any specification provided by you

This does not affect your legal rights concerning products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.