Refund policy

Unwanted Goods - Hardware

Our company offers a 14 day return policy for unwanted hardware products. If you are not completely satisfied with your purchase, you can return it to us within 14 days of delivery or purchase in-store for a full refund. The product must be in its original unopened packaging to be eligible for a return. Please note that for goods purchased online, they must be returned at your own expense. This policy applies to all hardware products, whether purchased online or in-store. We want to ensure that our customers are completely satisfied with their purchase and this policy allows you the flexibility to return any product that does not meet your expectations. If you wish to return an item, please contact us through our website and we will assist you with the process.

E-Liquid and Drip Tips 

Our company takes health and safety, as well as hygiene, very seriously. For this reason, we are unable to accept returns on e-liquids and drip tips that have been opened or used in any way. This policy is in place to protect the health and safety of our customers as well as to maintain the highest level of hygiene for all products. We understand that this may cause some inconvenience, but we hope you understand that this policy is in place for your benefit. We recommend that you carefully consider your purchase before opening or using any e-liquids or drip tips, and please contact us if you have any questions or concerns.

Disposable vapes 

We are unable to accept returns on disposable devices consumable oral products. This policy is in place to protect the health and safety of our customers, as well as to maintain the highest level of hygiene for all products. Additionally, claims of "dead on arrival" or lack of taste cannot be validated for disposable devices as it can be influenced by usage, storage and handling. Puffs count are a guide from the manufacturer, and it may vary, it is not a guarantee of the number of puffs. We understand that this may cause some inconvenience, but we hope you understand that this policy is in place for your benefit. We recommend that you carefully consider your purchase before opening or using any disposable devices products, and please contact us if you have any questions or concerns.

Hardware

Atomizers (Coils)

Atomizers, also known as coils, are a working part of your device and have a limited lifespan. Although they are designed to last a certain amount of time, the actual lifespan of an atomizer can vary depending on usage and handling. We understand that sometimes an atomizer can be dead on arrival and we will accept returns for them if reported within 48 hours of sale or delivery.

Please note that it is recommended to soak a new coil for at least 15 minutes before vaping to ensure optimal performance. This is because a new coil can be dry and can burn out quickly if not soaked properly before use. This will also prevent the unpleasant taste that can come from a dry hit. It is also important to check the wattage range of the coil and match it to the device's power output.

We want to ensure that our customers are completely satisfied with their purchase and this policy allows you the flexibility to return any product that does not meet your expectations. If you wish to return an item, please contact us through our website and we will assist you with the process.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Damaged Products-Hardware

If you unpack a product and find that it is damaged, please contact us immediately or at least within 48 hours of sale or delivery. This is because it is important to report any damage as soon as possible, in order to investigate the cause of the damage and take appropriate action. We will be unable to consider your claim outside the 48 hour time frame.

It is important to note that if the product has been damaged during transit, we will need to report the damage to the carrier and request an investigation. If the damage is caused by the carrier, we will process a claim on your behalf. If the damage is caused by other factors, such as improper handling or packaging, we will work with you to find a resolution.

We want to ensure that our customers are completely satisfied with their purchase and this policy allows you the flexibility to return any product that does not meet your expectations. If you wish to report a damage, please contact us through our website and we will assist you with the process.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Sunderlandvapes@gmail.com

To start a return, you can contact us at Sunderlandvapes@gmail.com. Please note that returns will need to be sent to the following address: 93 Sea Rd, Roker, Sunderland SR6 9BN


You can always contact us for any return question at : Sunderlandvapes@gmail.com