Returns & Refunds Policy
RETURNS, REFUNDS & WARRANTY POLICY (UK)
Last Updated: June 2026
Here at LJVapes, we aim to provide a transparent and fair returns process so that you can shop with confidence. This policy explains how returns, refunds, warranties, and faulty items are handled.
This policy should be read alongside our Terms of Service. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
1. GENERAL INFORMATION
Product images on our Website are for illustrative purposes only. While we aim to display products accurately, minor variations in packaging, appearance, or design may occur.
2. HOW TO REQUEST A RETURN
To open a return request, you must contact us first:
- Email: sales@ljvapes.co.uk
- Contact form on our Website
- Live chat (during business hours, Monday–Friday)
Please include your order number and any relevant details or images to help us process your request efficiently.
Once reviewed, we will confirm whether your return is approved and provide return instructions.
3. RETURN TIMEFRAME (CHANGE OF MIND)
You have the right to return eligible items within 14 days from the date of receipt of your order, in accordance with UK distance selling regulations.
Items must be returned within 14 days of notifying us of your intention to cancel.
4. CHANGE OF MIND RETURNS
If you change your mind, the following conditions apply:
- Items must be unused, unopened, and in original packaging
- E-liquids cannot be returned if seals have been broken
- CBD products cannot be returned if opened or used (see Section 8)
For high-value items (over £50), we recommend using a tracked or insured postal service, as we cannot guarantee receipt of returned items.
5. REFUNDS (CHANGE OF MIND)
Once we receive and inspect returned goods, refunds will be processed within:
- 14 days of receiving the returned items, or
- 14 days of receiving proof of return shipment, if earlier
Refunds will be issued to your original payment method.
6. FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible (ideally within 30 days of receipt).
We may request photos or additional information to assess the issue.
Once confirmed, we will offer one of the following:
- Replacement
- Repair (where applicable)
- Refund
- Or another appropriate remedy in line with your statutory rights
Faulty items must be returned to us for inspection where required.
We aim to resolve issues within 7 working days of receiving the returned item, where possible.
7. REPORTING DELIVERY ISSUES OR MISSING ITEMS
Any missing items or order discrepancies must be reported within 3 days of receiving your order.
We strongly recommend checking all packaging thoroughly before contacting us, as items are often contained within protective packaging materials.
8. CBD PRODUCTS
CBD products are non-returnable if opened or used, unless they are faulty or incorrect.
CBD products sold by LJVapes are not intended to diagnose, treat, cure, or prevent any disease. Customers should consult a healthcare professional before use, especially if pregnant, breastfeeding, taking medication, or managing medical conditions.
CBD products are intended for adults aged 18 and over only.
9. VAPE & ELECTRONIC PRODUCTS WARRANTY
We provide a 90-day warranty on electronic vaping devices from the date of receipt.
This warranty covers manufacturing faults and mechanical or electrical failure under normal use.
The warranty does not cover:
- Accidental damage
- Liquid damage
- Cosmetic wear and tear
- Misuse or improper handling
- Damage caused by failure to follow instructions
If a fault occurs within the warranty period, we may:
- Repair the item
- Replace it
- Or issue a refund
If an item is found to have been misused or damaged, the warranty may be void.
10. PREFILLED VAPE PRODUCTS
Prefilled vape products have a 30-day faulty-item policy from the date of receipt.
If a prefilled vape product is found to be faulty within this period, we will offer a replacement or refund where appropriate.
This does not affect your statutory rights.
11. EXCLUSIONS
We do not accept returns on:
- Opened e-liquids
- Used or non-resellable hygiene-sensitive items
- Clearance or final sale items (unless faulty)
12. INSPECTION & RESOLUTION TIMES
Once returned items are received, we will inspect them and aim to provide a resolution within:
- Up to 7 working days
In some cases, more complex issues may take slightly longer.
13. CUSTOMER RESPONSIBILITY
You are responsible for ensuring returned goods are packaged securely to prevent damage in transit. We cannot accept liability for items damaged due to inadequate packaging.
We recommend retaining proof of postage for all returns.