Vape Up Refund Policy – 30-Day Returns on Unopened Vape Products

At Vape Up (Arco Organics Ltd), customer satisfaction is our priority. Our refund policy allows you to request a return within 30 days of receiving your order, provided that items are unused, unopened, and in their original packaging with seals intact.

We accept returns for:

- Incorrect items sent by mistake

- Damaged or defective products (subject to review)

- Unopened e-liquids, nicotine salts, and accessories

For health and safety reasons, opened vape kits, mods, pods, and e-liquids cannot be refunded unless faulty.

What Is the Refund Policy of Vape Up?

The refund policy of Vape Up states that customers can request a return within 30 days of receiving their items. Vape Up also requires customers to provide a receipt or proof of purchase when submitting an item for a refund.

Refunds are processed within 24 hours after the returned package reaches our returns address.

Who Does This Refund Policy Apply To?

Vape Up's refund policy applies to customers who:

- Have received an incorrect order

- Received a damaged or defective product

- Are unsatisfied with their purchase (unopened items only)

This policy does not apply to products that have been opened, used, or had their safety seals broken, unless the item is faulty.

What Types of Products Are Eligible for a Refund?

The following product types are eligible for a refund at Vape Up:

 

How Can You Request a Refund from Vape Up?

You can request a refund from Vape Up by following the steps below:

Step 1: Send an email to our support team at [insert your email address]

Step 2: Attach the following information:

- Order number

- Proof of purchase (receipt or order confirmation)

- Product images (especially if damaged or incorrect)

- Your contact details

- A clear message explaining the reason for the refund request

Step 3: Read our response to determine whether your request has been accepted or rejected

Step 4: If approved, send the package to our returns address:

Arco Organics Ltd, 20, Palatine Drive, Preston PR2 3DW, United Kingdom

Step 5: Once we receive and inspect the returned package, your refund will be processed within 24 hours

What Information Is Required for a Refund?

The following information is required when requesting a refund from Vape Up:

- Payment receipt or order confirmation

- Purchase date and order amount

- Your full name and contact details

- Clear explanation of the reason for return

- Photos of the product (for damaged or incorrect items)

Missing information may delay the processing of your refund.

What Are the Conditions for Requesting a Refund?

The conditions for requesting a refund from Vape Up specify that:

- The item must be unused and unopened

- The original packaging seal must be unbroken

- Tags must be intact (where applicable)

- The return request must be made within 30 days of receiving the order

Failure to meet these conditions may result in your refund request being rejected.

Can I Request a Refund for Opened or Used Products?

No, you cannot request a refund for opened or used products from Vape Up unless the item is faulty.

Exception: If a vape kit, mod, pod, or e-liquid arrives defective or stops working shortly after delivery, please contact us immediately. We will evaluate the issue under our Dead on Arrival (DOA) policy and may offer a replacement or refund.

Are Open Vape Kits, Mods, or Pods Refundable?

No, open vape kits, mods, or pods are not refundable at Vape Up, as they cannot be returned for resale due to hygiene and safety standards.

If your device is faulty, please contact support within 48 hours of delivery for troubleshooting or replacement options.

Can I Return E-Liquids and Nicotine Salts?

Yes, you can return e-liquids and nicotine salts to Vape Up if they have not been opened or used, in accordance with safety and hygiene requirements.

Once the childproof seal or shrink wrap is broken, the product cannot be refunded unless it is defective.

What Is Vape Up's Refund Policy on Vaping Accessories?

Vape Up's refund policy on vaping accessories states that:

- Used or opened accessories cannot be returned

- Unused accessories may be returned within 30 days in original packaging

- Faulty accessories are covered under our Dead on Arrival policy

Examples of accessories include coils, tanks, batteries, chargers, and replacement glass.

Can Damaged or Defective Products Be Returned?

Yes, but with limitations.

Damaged or defective products that contain hazardous materials, flammable liquids, or gases may not be returnable by post due to shipping restrictions. In these cases, Vape Up will request photos and video evidence and may offer a replacement or refund without requiring a physical return.

We prioritise customer health and safety while preventing potential contamination during shipping.

Are Incorrect Items Refundable?

Yes, incorrectly received items are eligible for a refund at Vape Up and are processed promptly once the complaint is verified.

If we sent you the wrong product, we will:

- Cover the return postage costs

- Issue a full refund or send the correct item

- Process your request within 24 hours of receiving the returned item

What Is the Processing Time for My Refund?

The processing time for refunds at Vape Up is within 24 hours after the returned products reach our designated returns address.

Once processed, your bank or payment provider may take an additional 3 to 5 business days to show the refund in your account.

How Soon Will I Receive My Refund?

You will receive your refund from Vape Up after your return request is approved and the returned item has been inspected. The amount will be refunded to your original payment method.

Typical timelines:

- Refund approval: within 24 hours of return receipt

- Refund visible in your account: 3 to 5 business days (depends on your bank)

Are There Any Products That Are Non-Refundable?

All products are eligible for consideration under Vape Up's refund policy, as long as they comply with our terms.

However, the following are generally non-refundable unless faulty:

- Opened e-liquids or nicotine salts

- Used vape kits, mods, or pods

- Products with broken safety seals

- Items returned after 30 days

We prioritise customer satisfaction and aim to provide fair resolutions on a case-by-case basis.

What Is the Best Way to Reach Vape Up Customer Support?

The best way to reach Vape Up customer support is:

📧 Email: letstalk@vapeup.co.uk – recommended for refund requests 

Please have your order number ready before contacting us.