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Refund and Returns Policy

Last updated: 9 September 2026. This policy does not affect your statutory rights as a consumer.

Your right to cancel (14 days)

If you are a consumer in the UK or EU, you have the right under the Consumer Contracts Regulations 2013 (and equivalent EU rules) to cancel your order for any reason within 14 days of the day you receive your goods. To exercise this right, email info@thcvapestores.com with your order number and a clear statement that you wish to cancel. You then have a further 14 days to return the goods to us.

Items that cannot be returned once opened

For health protection and hygiene reasons, the right to cancel does not apply to sealed goods that have been unsealed after delivery. This includes vape pens, cartridges, pods, e-liquids, edibles, gummies, oils, flowers, hash, extracts and any other consumable once the tamper seal or packaging has been opened. Unopened items in their original sealed condition can be returned within the cancellation period.

Faulty or incorrect items

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If a product arrives damaged, does not work (for example a disposable vape that does not activate) or is not what you ordered:

  1. Contact us within 30 days of delivery at info@thcvapestores.com with your order number, a description of the problem and photos or a short video where possible.
  2. We may ask you to return the item so we can inspect it. Where we ask for a faulty or incorrect item to be returned, we reimburse the reasonable cost of tracked return postage once the item reaches us — keep your postage receipt.
  3. Once the fault is confirmed you can choose a replacement (subject to stock) or a full refund, including any delivery charge you paid on the original order.

How to return an item

  1. Email us first so we can issue a returns reference and the returns address. Unannounced returns may be delayed or may not reach us.
  2. Pack the item securely in its original packaging with all accessories and your returns reference.
  3. Send it using a tracked service; you are responsible for the goods until they reach us.

For change-of-mind returns you pay the cost of return postage. Items must arrive unused, unopened and in resalable condition.

Refunds

Refunds are issued to the original payment method within 14 days of the day we receive the goods back (or, if earlier, within 14 days of you providing evidence that you have sent them). If you paid by bank transfer or Revolut, we will ask you for the account details to refund to. Where you chose a delivery option more expensive than our standard service, we refund the cost of the standard service only. Depending on your bank, funds may take a further 3–5 business days to appear.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original for a refund and place a new order.

Non-returnable situations

  • Products unsealed or partially used (unless faulty).
  • Products damaged through misuse, incorrect charging or storage.
  • Parcels refused or seized by customs authorities outside the UK.
  • Free gifts or promotional items, unless the full order is returned.

Complaints and dispute resolution

If you are unhappy with how we have handled a return, email info@thcvapestores.com with “Complaint” in the subject line and we will respond within 5 business days. UK consumers can seek free, independent advice from Citizens Advice. EU consumers can contact their national consumer protection body or the European Consumer Centres Network (ECC-Net) for help with a cross-border complaint. We are not currently a member of an alternative dispute resolution (ADR) scheme.

See also our Shipping Policy and Terms & Conditions, which include our business details.