Refund policy

The Vape Ground – Warranty, Returns & Refund Policy

Warranty Information

At The Vape Ground, we are committed to supplying high-quality products. If you experience an issue with your purchase, please read the information below to understand your warranty coverage and return options.

Vape Kits & Devices

Vape kits and devices that use external batteries are covered by a 14-day manufacturer's warranty from the date of purchase.

If a fault develops within this period due to a manufacturing defect, we will inspect the item and, where appropriate, offer a replacement or refund. After the initial 14-day period, any warranty claims should be made directly with the product manufacturer where applicable.

Mods & Batteries

Mods and rechargeable batteries are covered by a 14-day warranty against manufacturing defects.

Please note that batteries naturally degrade over time through normal use. The warranty does not cover damage caused by:

  • Misuse or accidental damage

  • Improper charging

  • Water damage

  • Tampering or modifications

  • General wear and tear

Tanks, Pods, Coils & Atomisers

Tanks, pods, coils, atomisers and replacement heads are consumable products and are not covered by warranty due to their limited lifespan.

However, if these items are Dead on Arrival (DOA) or faulty when received, you must notify us within 7 days of delivery. Once inspected, we may replace the item at our discretion.

The lifespan of coils and pods varies depending on:

  • E-liquid used

  • Wattage and power settings

  • Frequency of use

  • Maintenance and cleaning

Typical lifespan ranges between 2–14 days, although this can vary significantly.

E-Liquids

Due to hygiene and safety regulations, e-liquids cannot be returned once opened.

We will only replace or refund e-liquids if:

  • They arrive damaged

  • There is a manufacturing fault

  • We have supplied the incorrect item

Chargers & Charging Accessories

USB charging cables, charging cases, wall plugs and charging accessories are covered by a 12-month warranty against manufacturing defects.

If a charger develops an electrical fault during normal use, we will inspect and replace it where appropriate.

Disposable Vape Devices

Disposable vape devices are considered single-use products.

If your disposable vape is faulty or does not function on arrival, please contact us within 24 hours of delivery.

You may be asked to provide:

  • Photographs or video evidence

  • Batch numbers

  • A return of the faulty device for inspection

Where a product is confirmed as Dead on Arrival, we will replace the device or issue a refund. Return postage may also be reimbursed where applicable.

Warranty Exclusions

Our warranty covers manufacturing defects only.

It does not cover:

  • Normal wear and tear

  • Damage caused by misuse or negligence

  • Incorrect storage

  • Liquid damage

  • Accidental damage

  • Failure to maintain or clean the product

  • Use contrary to manufacturer instructions

  • Repairs or modifications carried out by unauthorised persons

  • Damage resulting from incompatible accessories or user modifications

Nothing within this policy affects your statutory rights under the Consumer Rights Act 2015.

Faulty or Damaged Goods

If your order arrives damaged or faulty, please notify The Vape Ground Customer Support Team within 24 hours of receiving your delivery.

Please do not dispose of the product before contacting us, as we may require:

  • Photographs

  • Video evidence

  • Batch numbers

  • Return of the item for testing

Once received, we will inspect the item.

If the product is confirmed to be faulty due to a manufacturing defect, we will offer one of the following:

  • Replacement

  • Repair (where applicable)

  • Full refund

Refunds will always be made using the original payment method.

If the item is found not to be faulty, or the issue is caused by misuse, accidental damage or normal wear and tear, the warranty claim may be declined and return postage costs may be your responsibility.

Returns & Refunds

Please contact our Customer Support Team before returning any item.

In some cases, we will issue a Returns Authorisation (RMA) number, which must accompany your return.

Unauthorised returns may be refused.

Customers are responsible for ensuring returned items are packaged securely.

We recommend using a tracked and insured postal service, as The Vape Ground cannot accept responsibility for goods lost or damaged during transit.

Returns should normally be sent back within 10 working days of authorisation.

Once received, returns are usually inspected within 5 working days.

Where a fault is confirmed, we will arrange either:

  • A replacement

  • Repair (where applicable)

  • Refund

Change of Mind Returns

Under the Consumer Contracts Regulations, you have the right to cancel eligible online orders within 14 days of receiving your goods.

To qualify:

  • Products must be unused.

  • They must be in their original sealed packaging.

  • Hygiene-sealed products that have been opened cannot be returned unless faulty.

The following items cannot normally be returned once opened:

  • E-liquids

  • Coils

  • Pods

  • Disposable vape devices

  • Any hygiene-sealed consumable products

Return postage for change-of-mind returns is the responsibility of the customer unless the item is faulty or supplied incorrectly.

Returns Address

The Vape Ground

Returns Department

[Insert your returns address here]

Our Customer Promise

At The Vape Ground, customer satisfaction is at the heart of everything we do.

We promise to:

  • Treat every customer with courtesy, professionalism and respect.

  • Respond to enquiries as quickly as possible.

  • Keep you informed throughout the returns process.

  • Explain our decisions clearly and honestly.

  • Correct our mistakes whenever they occur.

  • Handle your personal information securely and responsibly.

  • Investigate every complaint fairly and thoroughly.

We reserve the right to amend this policy at any time without prior notice.

This policy does not affect your statutory rights under UK consumer protection legislation.