At VHQ, we’re dedicated to ensuring that you receive high-quality products. If you’re not fully satisfied with any part of your purchase, we’re here to help make things right. 

Faulty Products

If you think that your product is faulty, the first thing to do is read through our comprehensive troubleshooting guide on our FAQs page. If your question isn’t answered, please get in touch with the friendly VHQ team who will provide assistance with your issue, and arrange a return or refund if necessary. 

In line with the Consumer Rights Act, you have the right to receive a full refund or exchange for products which are of unsatisfactory quality, unfit for purpose or not as described, within a 30-day period of receiving the item. After 30 days, you are not legally entitled to a refund, but please read through our detailed warranty policy below, or contact us to see if this is applicable.

Changing Your Mind

If you change your mind about your purchase, please make sure to return it to us in its original condition, and we will exchange or refund it for you. If there is nothing wrong with the product, and you’ve just changed your mind, please note that you are responsible for paying the shipping cost for returning the item. To find out how to return your item, please contact us with your order number or email address.

Unless faulty, this should be within 14 days of receiving the order in line with the Consumer Contracts Regulation 2013. Returned items must be in original, unopened packaging with no damage. Once returned, we will refund the price of the returned item back to your original purchase method. This can take up to 5 working days.

The following items are excluded from our returns policy unless faulty or not as described:

  • Tanks
  • Opened products
  • Coils
  • Opened bottles of liquid

This does not affect your statutory rights.

Our Warranty Policy

At VapeHQ we pride ourselves on providing excellent quality products, tried and tested by ourselves before making them available. Due to the increasing complexity in vaping technology, faults do sometimes crop up and we understand that this is far from ideal as nobody wants to be without their vape for very long. To ensure your total satisfaction, we offer a minimum 3 month warranty against manufacturer or factory faults on all devices, after which any defects are classified as wear and tear.

Unfortunately, we cannot replace devices which have been physically damaged from being dropped, smashed or run over, and we reserve the right to refuse a refund or return. Visible physical damage such as dents or chipped paint from dropping or water damage can also invalidate any warranty claim. But, in the event that this does happen to your device, please don't hesitate to get in touch with the friendly VapeHQ team and we'll see what we can do to get you vaping as soon as possible.


How do I contact VapeHQ if my question isn’t answered here?

Need further assistance? We’re always here to help. To get in touch with a member of the VHQ team, use our dedicated contact form to submit an email, or check the bottom right of your screen to talk to us instantly with our secure live chat feature. Want to chat in person? Call 01623 657085 with any questions you may have.