Refund policy

Refund Policy

IVAPE.DELIVERY LIMITED — Trade Returns Policy Last updated: 19 April 2026

This policy sets out how we handle returns, refunds, and cancellations for trade orders placed on ivape.delivery. It forms part of our Terms of Service.

ivape.delivery sells only to trade buyers in the course of business. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 do not apply. Returns are accepted on the terms below as a matter of commercial policy.

1. Right to return unwanted stock

You may return unwanted stock within 14 days of delivery provided the goods are:

  • unopened and unused;
  • sealed in their original manufacturer packaging;
  • free from damage, stickers, price labels, or marks; and
  • accompanied by the original order number.

Goods outside this condition cannot be returned.

2. Items we cannot accept back

  • E-liquids and any goods with tamper-evident seals that have been broken
  • Short-dated stock less than 30 days from best-before
  • Opened multi-packs (sealed inner units count as opened once the outer is broken)
  • Clearance, end-of-line, or expressly non-returnable stock as marked at the time of order
  • Goods that were dispatched correctly and that you no longer want, where more than 14 days have passed

3. Restocking fee and refund amount

We refund the goods value less:

  • a 10% restocking fee to cover inspection, returning to stock, and administration;
  • the original outward carriage cost, which is not refunded.

Return carriage is at your cost. We do not reimburse return shipping unless the return is our fault (see Section 5).

4. How to return stock

  1. Email accounts@ivape.direct with your order number, the items you want to return, and the reason.
  2. Wait for a return authorisation before shipping anything back — unauthorised returns may be refused at the door and sent back at your expense.
  3. Send the goods, with the original order number inside the parcel, to:

Unit 29, Longton Exchange, Longton, Stoke on Trent, ST3 2HT

  1. We recommend using a tracked, insured service. We are not liable for returns lost or damaged in transit to us.
  2. Once received and inspected, we process refunds within 10 working days to the original payment method.

5. Short delivery, damage, or wrong items (our fault)

If a delivery is short, damaged in transit, or contains the wrong items, email accounts@ivape.direct within 3 working days of delivery, with photographs and the order number.

We will either re-dispatch the correct goods or refund in full, including all carriage. We cover the cost of returning incorrect or damaged items.

6. Faulty goods after acceptance

For goods that prove faulty after acceptance but within the manufacturer's warranty period, email accounts@ivape.direct with the order number, product details, and a description of the fault. We will liaise with the manufacturer and coordinate replacement or refund.

7. Order cancellation before dispatch

You may cancel an order for a full refund at any time before we have issued dispatch confirmation. Email accounts@ivape.direct as early as possible.

8. Contact

  • Email: accounts@ivape.direct
  • Phone: 07566 874 571 (Mon–Fri 09:00–17:30, Sat 09:00–17:00, Sun 10:00–16:00)
  • Returns address: Unit 29, Longton Exchange, Longton, Stoke on Trent, ST3 2HT

Version: 2026-04-19