At Island Vape UK we will do our utmost to resolve any issues you are having with your purchase. All electronic cigarette components have a limited life span and will eventually need to be replaced. 

You can return an item by contacting our customer service team Monday to Friday, either by email or phone. Alternatively, you can visit us in-store any day of the week.

Please note: Most manufacturers require the product’s serial number to process a return. This is typically located on the original packaging. For this reason, we recommend keeping all original packaging for the duration of your product’s lifespan

How long will it take

We strive to address all return inquiries within 24 hours of receiving the returned item. Our customer service team is trained to efficiently reach a satisfactory resolution as quickly and smoothly as possible, ensuring minimal inconvenience for you..

How long do I have after purchasing

Our instore exchange policy lasts for 30 days, once 30 days have passed we may not be able to offer you a refund or exchange there and then and may need to send the device off for a replacement.

The majority of kits and mods come with a 6 month+ warranty from the manufacturer that will cover the main body only (not chargers or internal batteries), the warranty for these devices will not cover physical damage or wear and tear. The length of the warranty does vary based on the manufacturer so please let us know if you have a fault, and we will check for you to see if the device is still covered.

What can be returned

While most manufacturers implement strict quality control before shipping, it is still possible to receive a brand new product that is faulty. Under UK law, all electronic items come with a 6-month warranty from the date of receipt, covering faults not caused by misuse, wear and tear, accidental damage, or neglect. 

Tanks, RDAs and RTAs (non electronic vape items) come with a DOA warranty, so please let us know within 24hrs if there is an issue. 

E-Liquids cannot be returned under any circumstances, if we have sent out the wrong item with your order we will send out a replacement as soon as possible.

Please note, E-Cigarette batteries (internal and external) can be fragile and we will not cover physical damage or wear and tear.
Due to the nature of batteries and how dangerous they can be, We cannot accept returns on them if you as the consumer have changed your mind, or purchased incorrectly. 

Wrong item received

If you receive an incorrect item, please contact us within 48 hours of delivery. In some cases, a refund may be offered instead if the correct item is no longer available. To help us resolve the issue quickly, please provide a photo of the incorrect item if possible. You can email this to us contact@islandvapeuk.com.

Please carefully check your items upon arrival and before use. If an incorrect item is used by mistake, a return or refund may not always be possible.

How to return your product/s

Returns are to be paid by you the customer if the reason is a change of mind. We do not cover any postage or courier for returns in these instances.
If the product is faulty, not of satisfactory quality, unfit for purpose, or not as described, we as the seller will pay for the return postage and refund your original delivery costs.(we do not have the option to arrange collections, please post back to us and proof of postage must be sent to us for a refund to occur and can take 3-5 working days after the item is received back)

If you are returning any item, please send back your product with its original packaging and proof of purchase to;

Island Vape UK
FAO: Returns
Unit 2
William Street
Northampton
NN1 3EW

If a product is returned with no tracking option and goes missing, we hold no responsibility. Please send via a tracked service.

Non UK Returns

If you have purchased an item from us that is prohibited in your country, it will either be automatically returned to us or, in rare cases, disposed of by customs. Once we receive the returned order, we will issue a refund for the total order value minus any costs we incur, including return shipping, original postage, and handling fees. Please note that refunds will only be processed after we have recovered these fees from the courier, which may take an unspecified amount of time.

Island Vape UK cannot be held responsible for any delays or issues caused by customs or international regulations regarding prohibited products. It is the customer’s responsibility to verify that the items they order are allowed in their country and to be prepared to pay any customs or duty charges that may apply upon delivery.

Disclaimer 

All opened products are thoroughly checked and tested before they are dispatched to our customers. If the product is still sealed from the factory, we are happy it has gone through quality checks whilst being produced. However, we also know there is a small chance that a product could arrive faulty, if this is the case please inform us immediately to arrange an exchange.