Terms and Conditions

YOU MUST BE OVER 18 TO PURCHASE GOODS FROM OUR SITE. PLEASE BE AWARE THAT WE VERIFY YOUR AGE BEFORE WE FULFIL YOUR ORDER.

1. What These Terms Cover

1.1 These are the terms and conditions on which Vape Big Limited ("we," "us," or "our") supply e-cigarette and related products to you.

1.2 It's important to read these terms carefully before you submit your order to us. These terms explain who we are, how we will provide products to you, how you and we can change or end the contract, what to do if there is a problem, and other important information. If you believe there is a mistake in these terms, please contact us to discuss.

2. Information About Us and How to Contact Us

2.1 Who We Are: We are Vape Big Limited, a company registered in England and Wales. Our company registration number is 6294297, and our registered office is at 124 City Road, London, EC1V 2NX.

2.2 How to Contact Us: You can contact us through the following methods:

• • Live chat feature on our website
  • Email: support@vapebig.co.uk

2.3 How We May Contact You: If we need to contact you, we will do so by telephone or by writing to the email address or postal address you provided in your order.

2.4 "Writing" Includes Emails: When we mention "writing" or "written" in these terms, it includes emails.

3. Our Contract With You

3.1 How We Accept Your Order: We accept your order when we send you an email confirming the acceptance. At that point, a contract is formed between you and us.

3.2 If We Cannot Accept Your Order: If, for any reason, we are unable to accept your order, we will inform you via email and will not charge you for the product. This might occur due to a product being out of stock, an error in pricing or product description, safety concerns, or if we cannot verify that you are over 18 years of age or if you reside in a country we cannot supply to (see clause 3.4 below).

3.3 Your Order Number: When we accept your order, we will provide you with an order number for reference in any future communication.

3.4 Goods Sold to Certain Countries: Due to country-specific regulations, we cannot sell certain electronic cigarette products to consumers residing in specific countries. 

3.5 For Non-UK Residents: If you reside outside of the UK, it is your responsibility to ensure that the products you order comply with local laws in your country and to take responsibility for importing the goods. We will not be responsible for products that are stopped at customs or do not meet your country's legislation.

3.6 Age Verification: To comply with legal requirements and prevent fraud, we conduct electronic age verification on our customers. We will verify your age when you open an account and may re-verify it if your personal details change (e.g., your delivery address or email). We use Experian for electronic verification, sharing your name, address, and date of birth. If we cannot verify your age electronically, we will request documentary evidence (e.g., a copy of your passport or driver's license) to confirm that you are over 18. We will not dispatch the products until we've verified your age. Failure to verify your age will result in order cancellation and a refund of any payments made.

4. Our Products

4.1 Product Variations: Product images on our website are for illustration purposes. While we make every effort to accurately display colors, we cannot guarantee that your device's display will accurately reflect the product's color. Slight variations may occur in the actual product.

4.2 Packaging: Product packaging may vary from what is shown on our website. You cannot return a product solely because the packaging differs from the image on our website.

4.3 Product Safety: Using e-cigarettes carries some safety risks. We strongly recommend reading the product instructions before use. More information on product safety can be found on our Vape Battery Safety Tips and How To Vape Guides.

5. Your Rights to Make Changes

5.1 Requesting Changes to Your Order: If you wish to make changes to your order, please contact us. We will inform you if the change is possible and any associated price adjustments or timing changes.

6. Our Rights to Make Changes

6.1 Minor Product Changes: We may make minor changes to our products to comply with relevant laws, regulatory requirements, or for technical improvements and safety reasons. These changes will not significantly affect your use of the product.

7. Providing the Products

7.1 Delivery Costs: Delivery costs are displayed on our website during the ordering process.

7.2 Delivery Timeframe: We will inform you of the expected delivery timeframe during the order process. We aim to deliver products to you as soon as possible, and in any case, within 30 days after accepting your order.

7.3 Delays Outside Our Control: If the delivery is delayed due to events beyond our control, we will contact you promptly to minimize the impact. We are not liable for delays caused by such events. If there is a significant risk of substantial delay, you may choose to end the contract and receive a refund for undelivered products.

7.4 Delivery Attempts: If no one is available at your address to receive the delivery and the products cannot be posted through your letterbox, you will be notified of how to rearrange delivery or collect the products from a local depot. Failure to re-arrange delivery or collect the products may result in their return to us.

7.5 Unclaimed Products: If you fail to re-arrange delivery or collect the products from the depot within 14 days, or if you are not available when the carrier attempts redelivery, the products will be returned to us. We will contact you for further instructions, and you may be charged for storage and additional delivery costs. If we are unable to contact you or re-arrange delivery or collection, we may terminate the contract (see clause 10).

7.6 Responsibility and Ownership: The product becomes your responsibility upon delivery to your address. You own the product once we dispatch it to you.

8. Your Rights to End the Contract

8.1 Your Right to End the Contract: You can end the contract with us under the following circumstances: (a) If the product is faulty or mis-described. (b) If you wish to end the contract because of something we have done or informed you of. (c) If you change your mind within the cooling-off period (see clause 8.3).

8.2 Ending the Contract Due to Our Actions: If you end the contract because of something we have done or informed you of, the contract will end immediately. You will receive a full refund for undelivered products, and you may be entitled to compensation in certain cases, including: (a) We have informed you of a pricing or product description error, and you choose not to proceed. (b) There is a significant risk of delivery delay due to events beyond our control. (c) You have a legal right to end the contract due to our wrongdoing.

8.3 Exercising Your Right to Change Your Mind (Consumer Contracts Regulations 2013): For most online purchases in the UK, you have a legal right to change your mind within 14 days and receive a refund. Our goodwill guarantee extends this period to 30 days for all customers. Please note that this does not affect your legal rights regarding faulty or misdescribed products (see clause 11.2).

8.4 Restrictions on Changing Your Mind: You cannot change your mind about products (e.g., vape kits) that are sealed for health protection or hygiene purposes once they have been unsealed.

8.5 Timeframe for Changing Your Mind: You have 30 days from the day you (or a nominated person) receive the goods to change your mind, unless the goods are delivered in multiple parts. In the latter case, you have 30 days from the day you (or a nominated person) receive the last delivery to change your mind.

9. How to End the Contract With Us

9.1 Notifying Us of Contract Termination: To end the contract with us, please inform us by calling our customer service team at 01923 479 992 or emailing us at support@vapebig.co.uk. Provide your name and order number or your name and delivery/billing address.

9.2 Returning Products After Ending the Contract: If you end the contract after receiving or dispatching the products, you must return them to us by posting them to 124 City Road, London, EC1V 2NX. Please include the return slip or a note with your name, order number (if available), your name and address, and the reason for the return. If you are changing your mind, you must send the products within 14 days of notifying us. We cover the cost of returns via Royal Mail. Refer to our returns page for details on how to return products. We will issue a refund once we receive the returned products.

9.3 Refund Method: We will refund you the product price, including delivery costs, using the payment method you originally used. However, deductions may be made (see clause 9.4).

9.4 Deductions from Refunds for Changing Your Mind: If you change your mind and return products, we may reduce the refund amount to account for any reduction in the product's value due to handling beyond what is acceptable in a shop. Refer to our returns page for guidance on acceptable handling. If we issue a refund before inspecting the products and later find unacceptable handling, you must reimburse us accordingly.

9.5 Refund Timing: We will process refunds as soon as possible. If you change your mind, the refund will be issued within 14 days of receiving the returned product or proof of dispatch. Refer to clause 9.2 for return instructions.

10. Our Rights to End the Contract

10.1 Ending the Contract for Non-acceptance: We may terminate the contract for a product if you do not allow us to deliver the products to you or arrange their collection within a reasonable timeframe.

11. If There Is a Problem With the Product

11.1 Reporting Problems: If you encounter any issues or have questions about a product, please contact us through our customer service team via live chat on our website, or by emailing us at support@vapebig.co.uk.

11.2 Legal Rights Summary: We are obligated to supply products that conform to this contract. Your key legal rights regarding the product are summarized below. These rights are subject to certain exceptions. For detailed information, visit the Citizens Advice website.

12. Price and Payment

12.1 Price Information: The product price, including VAT, will be displayed on the order page during checkout. We take reasonable care to ensure price accuracy, but see clause 12.3 for possible pricing errors.

12.2 Changes in VAT: If the VAT rate changes between your order date and the product's supply date, we will adjust the VAT rate accordingly unless you've already paid the full product price before the VAT change.

12.3 Pricing Errors: While we strive to maintain accurate prices, errors may occur. We will typically verify prices before accepting your order. If the correct price at your order date is lower than our stated price, we will charge the lower amount. If the correct price is higher, we will contact you for instructions. If we accept and process your order despite an obvious pricing error, we may terminate the contract, refund your payments, and request the return of any delivered goods.

12.4 Payment Timing: Payment must be made before we dispatch the products.

12.5 Invoice Discrepancies: If you believe an invoice is incorrect, please contact us promptly. We will not charge interest until the issue is resolved.

13. Our Responsibility for Loss or Damage Suffered by You

13.1 Our Responsibility: We are responsible for foreseeable loss or damage caused by us failing to meet these terms or not using reasonable care and skill. However, we are not responsible for loss or damage that was unforeseeable or beyond our control. For loss or damage to be foreseeable, it must be either obvious or known to both parties when the contract was formed.

13.2 Liability Exceptions: We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury due to our negligence or that of our employees, agents, or subcontractors, fraud, fraudulent misrepresentation, or breach of your legal rights as outlined in clause 11.2.

13.3 Business Losses: Our products are intended for domestic and private use. We are not liable for any loss of profit, loss of business, business interruption, or loss of business opportunity resulting from commercial or resale use of our products.

14. How We May Use Your Personal Information

14.1 Personal Information Use: We will use your personal information according to our privacy policy.

15. Other Important Terms

15.1 Contract Transfer: We may transfer this agreement to another organization, with written notice to you, without affecting your rights under the contract.

15.2 Transferring Your Rights: You may only transfer your rights or obligations under these terms with our written consent.

15.3 No Third-party Rights: This contract is between you and us. No other person has the right to enforce any of its terms.

15.4 Invalid Clauses: If a court deems any part of this contract illegal, the remaining terms will remain in effect.

15.5 Delay in Enforcement: Our delay in enforcing this contract does not waive our right to enforce it later.

15.6 Governing Law and Legal Proceedings: These terms are governed by English law. If you reside in England and Wales, legal proceedings regarding the products may be brought in English or Welsh courts. If you reside in Scotland, you may choose Scottish or English courts. If you reside in Northern Ireland, you may select Northern Irish or English courts.