Refund Policy

Overview

This policy applies to all trade purchases made through VapeCity. As a business-to-business supplier, our returns process differs from consumer retail. We are not obligated to accept returns on change-of-mind purchases.

Faulty or Damaged Products

If you receive a product that is faulty, damaged in transit, or not as described, you are entitled to a replacement or refund. You must notify us within 48 hours of delivery by emailing vapecity2005@gmail.com with your order number and clear photographs of the fault or damage.

We reserve the right to request the return of faulty goods before issuing a replacement or refund. Return postage for confirmed faulty items will be covered by us.

Incorrect Items

If we send you the wrong product, contact us within 48 hours of delivery. We will arrange collection of the incorrect items at no cost to you and dispatch the correct order as a priority.

Change of Mind Returns

We do not accept returns where the reason is change of mind, overstock, or slow sales. All orders are placed on the understanding that the buyer has confirmed their requirements. Please ensure you are ordering the correct products before submitting your order.

Condition of Returned Goods

Any goods returned must be in their original, undamaged, unopened packaging. We reserve the right to refuse a refund or apply a restocking charge if returned goods are not in resaleable condition.

Refund Processing

Approved refunds are processed within 5–10 business days to the original payment method. We will notify you by email once your refund has been processed.

Nicotine Products

Due to the nature of nicotine products and regulatory requirements, we are unable to accept returns on any products that have been opened, regardless of reason.

Contact

For any returns or refund queries, email vapecity2005@gmail.com or call 07454 007535.