Return and Refund Policy

How to Return a Product?

Returning an item to VapeGala is pretty simple. Here's how:
Step 1: Ensure the product is not used, has its original packaging, and the condition is same as it was at the time of receiving. If your items do not meet this criteria, they will not be accepted.
Step 2: Use our email support@vapegala.co.uk or Live Chat service to contact us. Please do provide your full name, order number, and reason for the return.
Step 3: Once we approve your request, we'll send you detailed return instructions. For safety reasons, we recommend initiating the product delivery using a tracked shipping method.
Our Return Address:
Please note: Return shipping costs are your responsibility unless we issue any new policy.

Same-Day Delivery Returns (Liverpool)

• Order the item you like, and when you receive it, hand your original item back to the delivery rider.
• If you no longer want the ordered products, follow our standard return process and send them back to the address listed above.

We initiate refunds for Same-Day Delivery items after inspection from our end. Refunds are given after deducting delivery costs.

What if My Item is Faulty or Defective?

We stand by the quality of our products. If you receive a faulty item, here's what to do:

1. Reach Out: Contact us immediately with a detailed description of the issue, also mention your order number.
2. Provide Evidence: We may request images or a brief video demonstrating the fault to verify the issue before generating a refund.
3. Get a Replacement: We'll issue a voucher equal to the product's value if our team confirms the fault. You can then use this voucher to place a new order for a replacement, choosing either Same-Day Delivery (Liverpool) or Carrier Delivery.

What if I Received a Wrong Order?

We will process a replacement order at our earliest if you receive an incorrect item. If you don’t want the replacement order, we will refund the entire amount.

Is Change of Mind Applicable for Return/Refund?

You should be aware of the following rules when contemplating a “Change of Mind” about a product:

• The product must be sealed and undamaged in its original packaging.
• The product must be returned in a resalable condition.
• The cost of return shipping is entirely your responsibility.
• Please include the assigned Order Number and provide a brief explanation for the return.
• To facilitate tracking, please give the shipment reference or tracking information for the returned item.
• A refund will be given as soon as we receive the returned goods and verify they are in good condition.

A Fourteen-Day Window for Cooling Off

According to the Consumer Contracts Regulations 2013, if you live in the UK and purchase something you haven’t seen in person, you are entitled to a 14-day “cooling-off period.” This period begins from the day you receive the order, and we will refund you if you change your mind about your items within 14 days.

Our Goodwill Guarantee

Vape Gala only provides its UK customers with terms that uphold this more generous promise than their legal rights under the Consumer Contracts Regulations. Thanks to our goodwill guarantee, you have 30 days from the delivery date to return the products. Remember that the products must remain completely sealed in their original packaging and not be used. This goodwill guarantee will not impact your legal rights concerning defective or misrepresented goods.

Missed Same-Day Delivery (Liverpool)

Life happens, and we understand that missed deliveries can occur:

• First Missed Attempt: Tell our support team, and we'll be happy to reschedule your delivery for the very next day.
• Second Missed Attempt: After a second missed attempt, we will hold your order for collection at our Liverpool store.

VapeGala Liverpool Store Address:Unit 1, Euro House, Ground Floor, 1 Overbridge Road, Salford, England, M7 1SL.

Non-Returnable Items

We do not accept returns on the following items due to health and hygiene reasons:

• Vape kits or accessories without original packaging
• Used tanks, atomisers, or pods
• Opened e-liquids
• Drip tips (mouthpieces)
• Opened coils or refillable pods

Not sure if your item is eligible for return? Please don't hesitate to contact us. We're always happy to help!

How Our Refunds Work?

We'll process your refund using your original payment method.
Important Note:

• Refunds typically take 2–14 business days to reflect in your account, depending on your bank's processing time.
• Delivery charges are non-refundable, except in the following cases:
  • The product is genuinely faulty or was misrepresented.
  • There was a delay beyond our promised delivery timeframe.

Order Cancellations

Here is how you can cancel your orders at VapeGala
Important Note:

• Before Dispatch: If your order hasn't shipped yet, contact us ASAP via email or Live Chat. We'll cancel it and issue a full refund (product price and shipping charges).
• After Dispatch: Unfortunately, we cannot cancel orders that have already been shipped. However, you're welcome to return the order once it arrives by following our standard return process.

Some Refund Promises From Us!

• Lost Order: If your order is lost and the delivery service confirms the missing product, we will generate a full refund.
• Your Privacy, Your Choice: If our customer representative team calls to request ID verification and you’re not comfortable providing it, we will refund the entire amount.
• Out-of-Stock Items: If you order multiple vape products and accessories, and one or more items are out of stock, you will receive a complete refund for the missing items. If all items are out of stock, we will refund the entire amount.
• Missing Items: If you receive your order and an item is missing, you will receive a refund for the product, excluding shipping charges.

A Few Exceptions

Please note that:

• If the item is single, we offer a discount voucher as a replacement. The voucher will include the shipping fee. If you prefer a replacement or refund instead, shipping charges will not be refunded. The refund will be issued to the same account used for the original payment.
• If you opted for a faster delivery at a higher price (e.g., within 24 hours) while the standard delivery time is 1–3 days, we’ll refund the delivery cost based on the standard, less expensive option.
• If the item you returned was defective or not working properly but wasn’t initially damaged, the refund amount will be reduced, including deductions for shipping expenses. If we refund your money before inspecting the product and later find any issues, you will still be responsible for paying a fair price adjustment.

Need Further Assistance?

Our dedicated team is here to make your shopping experience easy and stress-free.

• Email us: support@vapegala.co.uk
• Live Chat: Available on our website during business hours.

We're always happy to help with any questions or concerns you may have!