Refund policy

At Vapemoor, we want you to feel confident with every purchase. This returns and refunds policy sets out the timelines, eligibility rules, and the return process you’ll need to follow if something isn’t right with your order.

Return Window

  • Standard purchases – You can request a return within 14 days of delivery.

  • Faulty or damaged goods must be reported within 30 days of delivery.

  • Wholesale orders – Trade returns follow separate terms.

Hygiene & Condition Rules

Because vaping products involve consumables, our hygiene policy in the UK is strict:

  • Items must be unused and unopened, with seals intact.

  • Packaging must be undamaged and resaleable.

  • Accessories and manuals should be included.

Can I return unopened items in the UK? 

Yes, unopened stock in its original condition qualifies for a refund or exchange.

All items must be in resaleable condition to qualify for return.

  • E‑liquids, nicotine pouches

  • Coils, pods, disposables

  • Mouthpieces or products with direct mouth contact

How to Request a Return

  • Contact info@vapemoor.co.uk

  • Wait for Return Authorisation (RA number)

  • Pack securely with RA + proof of purchase

  • Send to the provided address

  • Inspection before refund/exchange

Damaged or Faulty Goods

All claims must include photo or video evidence.

Faulty item replacement UK steps:

  • Notify us within 30 days with evidence.

  • We’ll confirm next steps and arrange a free return.

  • Choose between replacement or refund.

Exchange Policy UK

Want a different flavour or strength? Our exchange policy in the UK allows swaps of unopened items within 14 days.

Exchange or refund for wrong item received – If we send the wrong product, we’ll cover postage and send the correct item or refund you.

Refund Terms

  • Refund processing time UK – Refunds are processed within 5–10 working days after inspection.

  • Refunds go to the original payment method.

  • Delivery charges are refunded only if the return is due to fault or error.

  • Return postage is the buyer’s responsibility unless the item is faulty or incorrect.

Wholesale Orders

Wholesale returns are case‑by‑case:

  • Request within 7 days of delivery

  • Items must be unopened and resaleable

  • Restocking fees may apply

  • Contact your account manager directly

Proof of Purchase

We require valid proof of purchase (order confirmation, order number, or bank statement). Without this, we may be unable to process your return.

Need Help?

Email: info@vapemoor.co.uk

Hours: Monday to Friday, 9 am–8 pm (UK time)

Saturday to Sunday: 9 am - 5 pm ( UK time)