Refund policy

Eligibility for Returns

We only accept returns within 14 days from the date you receive your delivery. Products must be completely unused, unopened, still in their original packaging with all seals, labels, and tags intact, and you need to include the original invoice or proof of purchase. This keeps everything in resale condition. Anything that's been opened, used, partially used, or tampered with can't be returned or refunded. Hygiene and safety rules apply.

How to Request a Return

If you need to return something, contact us via WhatsApp or email us at helpdesk@thevapegiant.co.uk within that 14-day window. Please do not return items until you have received our approval and return instructions with return instructions (including where to send it and any labels if needed). Returns posted without our prior approval won't be processed or accepted.

Damaged, Defective, or Wrong Items

Check your parcel as soon as it arrives. If anything's damaged in transit, faulty from the factory, or we've sent the wrong product, let us know within 30 days. Message us on WhatsApp or email helpdesk@thevapegiant.co.uk and attach clear photos or a short video showing the issue. Once we've checked and confirmed, we'll sort a replacement, exchange, or full refund depending on what's best.

Non-Returnable Reasons

We don't accept returns just because you've changed your mind, ordered the wrong item by mistake, don't like the flavour/colour/style, or any other personal preference after delivery. Double-check your order details before you confirm your order. Once it's out the door, that's it for "change of mind" returns.

Items Not Covered

No returns, replacements, or refunds for products that get damaged because of misuse, rough handling, dropping, improper storage (like leaving in hot cars or damp places), or anything that's clearly your fault. Normal wear and tear from proper use also isn't covered.

Exchanges

If you need to swap something (approved faulty/damaged/wrong item), the simplest route is to return the original once we've given the nod, then place a fresh order for the replacement. We'll handle any price difference if needed.

Refund Processing

When we receive your returned items, we'll inspect them properly. If everything checks out, we'll email you to confirm and process the refund back to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund to show it in your account. It can take up to a couple of weeks sometimes. If nothing's appeared after 15 business days from our approval email, contact us on WhatsApp or email helpdesk@vapemoor.co.uk, so we can chase it.

Contact Information

Any questions about returns, refunds, damaged goods, or anything else – please contact us via WhatsApp or email at helpdesk@thevapegiant.co.uk. We'll get back to you as quickly as we can.