REFUNDS & RETURNS
At VapeBig.co.uk, we strive to ensure your satisfaction with our products and services. We understand that sometimes returns or refunds may be necessary. Here's all the information you need about our refunds and returns policy:
Returning Items from the UK
We are delighted to accept returns for unopened and unwanted items within 30 days of receiving your purchase. Please note that, for hygiene reasons, we cannot accept returns for items that have been opened. Please note we don't refund disposables vapes based on puff count or the taste as we are not able to validate the claim. If you do have a faulty disposable, please be sure to notify us within the 7 day period from receiving your order. We would ask for video evidence of fault before refunding you or exchanging an item.
Returning Items from Outside of the UK
If you encounter any issues with your order, please get in touch with us, and we'll provide guidance on the best way to resolve the problem. You can reach us through:
- Email: support@vapebig.co.uk
- Live Chat: Click the chat icon in the bottom right corner of this page
How to Make a Return
To initiate a return, we recommend using your local Post Office's 'Royal Mail Signed For' service. Don't forget to request proof of postage/receipt; this helps in case of any rare postal issues.
Ensure that your return is securely packed, with the address clearly visible on the parcel's exterior. Additionally, include a note inside the parcel with your name, order number, and the reason for returning the product. This will expedite the return process.
Our returns address is:
VapeBig.co.uk
124 City Road
London
EC1V 2NX
Returning a Faulty Item
Yes, you can return a faulty item within the 6-month warranty period. To streamline the process, we recommend contacting us via email, live chat, or phone first, in case the fault can be diagnosed remotely. We'll assist in identifying faults and suggest potential fixes.
If you return a faulty item and a fault is confirmed, we will refund your postage cost (up to £5) and either replace or refund the item. Should it turn out that the item isn't faulty, we'll explain the situation and return the item to you at no additional cost.
What If I've Received an Incorrect Item?
If you have received an incorrect item, please contact us with a picture of the incorrect item and your receipt, ensuring that the 'picker and packer' details on the top-right of the receipt are visible. We aim to respond with a resolution within 24 hours.
Requesting a Refund
When you request a refund, we will process it to the payment method used during checkout. After issuing a refund, it may take up to 5 working days (excluding bank holidays and weekends) for your bank or PayPal to credit the funds back to your account. Typically, the refund is processed on the same day.
For any further assistance or inquiries regarding refunds and returns, please don't hesitate to reach out to us through the following channels:
- Email: support@vapebig.co.uk
- Live Chat: Click the chat icon in the bottom right corner of this page
We value your business and aim to provide a seamless experience when it comes to refunds and returns. Your satisfaction is our priority.