Refund
Vape Gala prioritises its customers, so we have set up some simple refund policies to ensure a better customer experience. Below is a detailed guide on how to claim a refund.
- If you cancel the order within a short amount of time, especially when our warehouse team has not started processing it, you’ll be refunded the entire amount, including the product price and shipping charges.
- However, if our warehouse team begins with your order processing, cancellation and refund would not be possible.
- Once you receive the order and decide to return it, you can claim a refund. A successful refund process will offer you a refund for the product price. But no shipping charges will be returned.
- In case of a lost order, whereby the delivery service confirms the missing product, you will be refunded the product price and shipping charges.
- If our customer representative team calls to ask for an ID verification and you’re not comfortable providing it, you will be refunded the entire amount.
- If you order multiple items and one or more are out of stock, you will receive a complete refund for the missing items. You will be refunded the entire amount if all items are out of stock.
- If your item is damaged or faulty, contact our customer support team. They will ask for a video or picture verification before generating a full refund.
- If you receive your order and an item is missing, you will receive a refund for the product without shipping charges.
- Other than refunds, we can offer discount vouchers or replacements as a quick resolution.
- The refund time is 2 – 14 working days.
- You will receive the refund in the same account you used to pay for the order. This is applicable when you become eligible for a refund.
- If you plan to end the contract with us based on something we’ve done or are planning to do, ending the contract on the below-mentioned reasons, the contract will be ended instantly, and you will be issued a complete refund of the order you did not receive yet. The reasons include:
- We informed you about the product price error or incorrect description after you ordered it, and you do not wish to proceed.
- There’s a chance your order may be delayed due to unexpected situations or unavoidable events.
- You are free to legally end the contract if there’s something wrong at our end.
If you receive a broken, worn out, leaked or damaged product, here’s what can be done:
- We offer you a discount voucher as a replacement. If the item is single, the voucher will contain the shipping fee.
- Our customer support team will act accordingly if you prefer a replacement or refund. However, shipping charges will not be refunded.
A fourteen-day window for cooling off: (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.” The day you receive the order is when the 14-day period begins. Therefore, we will refund you if you change your mind about your items within 14 days.
- We will process a replacement order if a customer receives an incorrect item. We will refund the entire amount if a customer refuses to accept the replacement order.
- When a customer pays for an order that was not placed or is charged twice for the same item, we return to the customer any overcharged amounts, including delivery costs.
- Customers who are younger than 18 are not allowed to place orders. Consequently, parents are responsible if someone places an order using one of their cards. Therefore, we will not generate a refund for that. The buyer must return the goods in an unopened, resalable state to receive a refund.
- How we return your money: We will refund you the amount you paid using the payment method you used to purchase the goods and services.
The following deductions will occur if you change your mind:
- If the item you returned was defective or not working properly but wasn’t initially damaged, the amount of your return will be decreased (shipping expenses excluded). Furthermore, if we refund your money before we inspect the product and find any issues later, you will still need to pay a fair price.
- Any refunds you are entitled to will be processed as quickly as possible. If you decide to change your mind at any point, you have 14 days to request a refund of your purchase. Please remember that the refund period begins when you receive the order.
- Selecting the least expensive delivery option we provide will yield the most return on investment in delivery expenses. If we offered product delivery within 1-3 days for a certain price and you chose delivery within 24 hours at a higher price, we would only reimburse the amount you would have paid for the less expensive delivery option. For example, when issuing a refund, we would take into account the 1-3 days delivery charges to return you back instead of the higher price you paid.
Please be informed that we only reimburse shipping costs in cases where we are at fault.
- Items that are opened from the entire order will not be refunded. Let’s take a scenario where you order a pack of five coils, utilise two after receiving them, and then decide you would like to return the other three. In this case, we will reimburse you for the cost of the final three coils that are still sealed and unopened; items that have been opened cannot be returned.
Return Policies
Wait for the RMA form to arrive before returning your item. Complete the form accurately as soon as you receive it. Once you’ve filled it out, you can place it in the return package.
For example, a customer may order ten vapes from us, use two or three of them, and return the remaining ones because he was unhappy with the purchase. He is eligible for a return if the remaining seven products are returned within the cooling-off period.
We would refund the standard or least amount of shipping if he ordered the product on an urgent delivery rather than the original shipping charges he paid. We do not reimburse him for any expenses in returning the item. We only reimburse the unpacked and resalable products; we will not be held accountable for the cost of the devices you have used.
For example, a customer may order ten vapes from us, use two or three of them, and return the remaining ones because he was unhappy with the purchase. He is eligible for a return if the remaining seven products are returned within the cooling-off period.
We would refund the standard or least amount of shipping if he ordered the product on an urgent delivery rather than the original shipping charges he paid. We do not reimburse him for any expenses in returning the item. We only reimburse the unpacked and resalable products; we will not be held accountable for the cost of the devices you have used.
- Our Goodwill Guarantee: Vape Gala only provides its UK customers with terms that uphold this more generous promise than your 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.
- Once the product has been opened or used, it cannot be changed or returned.
- How long does it take to replace the product? You have thirty days to change your mind after you (or the person you nominated) receive the products. You still have 30 days from the day you receive the last product on the last delivery day to change your mind.
- To return the product, you must email us. Remember to include a note with your order number and name. If you can’t remember your order number, simply provide your name and address. Include a note explaining why you are returning the items.
- If you place an order and later change your mind, simply return the items to us and let us know you would like to terminate the agreement within 14 days. Please send the products using a traceable method to ensure they aren’t lost. Ensure you have documentation proving the product was sent. Remember that you will only receive your money back if you have the supporting documentation. Furthermore, we will only reimburse your money once we receive the items.
We cover the return expense: The following scenarios will determine how we will spend the cost of return:
- Do not use a product that is defective or does not have the advertised features.
- We are terminating the agreement because events outside of our control are causing a delay in your product delivery. We may notify you about modifications to the product, inaccuracies in the cost or description, or both. A problem might permit you to make that choice.
In addition to these cases, you are responsible for covering the return expenses (including if you use your right to withdraw).
- You can return any defective product to us within our 28-day return policy. If a product has a warranty that lasts longer than this, you can use it by contacting the manufacturer. (This is for the PODs we currently own.)
- If you order a product and cannot pay the balance by the deadline, your order will be cancelled. We might cancel the order if you provide us with an inaccurate address.
No RMA form is needed to begin a return. Customers must notify Customer Support of the return and provide the following details when returning an order or merchandise.
- Name, cell phone number, or registered email address
- Order No.
- The rationale behind the returned items
- Items to return
Shipping costs are not reimbursed for returned goods. The customer must also cover the cost of shipping when returning an order or product.
- Customers can start the return process within 30 days. The item must be in resalable condition, in the original packaging, and not have been used.
Consumers should be aware of the following rules when contemplating a “Change of Mind” about a product:
- The product needs to stay sealed and undamaged in its original packaging.
- The product needs to be returned in a resalable state.
- The cost of return shipping is entirely the customer’s responsibility.
- When returning the product, kindly include the assigned Order Number and briefly explain the reason for the return.
- To help with tracking, kindly provide 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.
Defective or damaged goods, Incorrect or absent items sent
Please contact our customer support team if you come across any situations involving “Faulty Products,” “Wrong Items Sent,” or “Missing Items.” You can accomplish this by contacting (support@vapegala.co.uk) via email. Please attach a video to your email demonstrating whether the problem is a defective, damaged, or incorrect item.
support@vapegala.co.uk
