Our Commitment to Customer Satisfaction

At UltraVape, we are committed to providing outstanding customer service, including a smooth and fair returns process. If you encounter any issues with your order or wish to return an item, please review our policies below and contact us at sales@www.ultravape.co.uk for assistance.

We offer refunds for defective items or those not as described, provided the conditions below are met. If you’re not completely satisfied with your purchase, we’re here to help.

Contacting Us

For questions or concerns about your order, email us at sales@www.ultravape.co.uk. Our team will assist with resolving your issue or provide guidance on returning items.

Returning Unwanted Items

• Items must be returned within 30 days of receipt.
• Products should be new, unopened, and in their original condition, including all packaging.
• Notify us of any issues with your items via email within 14 days of receipt. Approved returns must be sent back within 14 days of approval.
• Due to health and hygiene regulations, we cannot accept returns of opened e-liquids, vape kits, disposable e-cigarettes, or refill pods, unless the product is defective.
  
  

Disposable E-Cigarette Return Policy

• Warranty coverage is not available for disposable e-cigarettes due to their consumable nature.
• Returns for taste-related concerns cannot be processed due to hygiene reasons.
• Puff counts provided by manufacturers are for reference only and are not guaranteed.
  
  

E-Liquid Return Policy

• E-liquids cannot be returned due to the inability to verify tampering. Exceptions apply if the wrong product was sent.
• Returns for flavour preference are not accepted. To avoid wastage, consider purchasing smaller quantities when trying new flavours.
• We will cover the return shipping cost via Royal Mail Recorded Delivery only if the return is due to our error.
  
  

Faulty Items

• For faulty products, contact us within 14 days of receipt. Our team will guide you through resolving the issue or returning the item.
• All returns (defective or unwanted) must be initiated via email. Unauthorised returns will not be accepted.
  
  

Shipping Information

• Return shipping costs are your responsibility and are non-refundable.
• Refunds will only be processed once we receive and inspect your returned items.
• If you’re exchanging a product, shipping times may vary depending on your location. For higher-value orders, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
  
  

Refunds

• Once your return is received and inspected, we’ll notify you via email regarding the approval or rejection of your refund.
• Approved refunds will be credited to your original payment method within 3–5 working days, depending on your card issuer’s policies.
  
  

Late or Missing Refunds

• If you haven’t received your refund:
  1. Check your bank account.
  2. Contact your credit card company, as posting delays may occur.
  3. Contact your bank for processing updates.

If you still haven’t received your refund, email us at sales@www.ultravape.co.uk for assistance.

For any further questions regarding refunds or returns, please don’t hesitate to contact us at sales@www.ultravape.co.uk