Warranty
International after-sales support
Warranty & Product Support
Clear support for eligible products purchased directly from UK Vape & Tobacco Flagship Store. Review the time limits, evidence and inspection process below before submitting a claim.
12-month device warranty 7-day consumable reporting 48-hour delivery issue reporting Proof of purchase required
Start here
Coverage depends on the product and the issue
The periods below apply to purchases made directly through this website. Reporting within a stated period allows us to assess a claim; it does not by itself confirm that the claim is covered.
?
Need help before opening a claim?
Many charging, connection and airflow issues can be resolved safely through guided troubleshooting. Do not dismantle or attempt an unauthorised repair.
Reusable electronic devices
Eligible vape devices are covered against manufacturing defects for one year from the original purchase date, subject to normal and intended use.
Pods & consumables
Quality issues affecting prefilled pods, cartridges, refill units, disposable-style products or similar consumables must be reported within seven calendar days of recorded delivery.
Transit damage or wrong item
Visible parcel damage, missing products, leakage caused in transit or an incorrect item must be reported within 48 hours with photographs or video.
Accessories & other goods
Chargers and electronic accessories follow any warranty stated on their product page. Non-electronic accessories, gift cards and tobacco products are not covered by the one-year device warranty.
Commercial warranty: this warranty is provided by UK Vape & Tobacco Flagship Store for eligible direct purchases. It is additional to—and does not limit—any consumer rights that cannot lawfully be excluded in the customer’s applicable jurisdiction.
What we assess
Included and excluded issues
Warranty support is intended for genuine faults arising during normal use. It is not insurance against damage, loss, incorrect selection or normal product ageing.
Examples that may be covered
- A device that cannot be switched on or charged using the approved method after guided troubleshooting.
- An internal electronic or connection fault arising during normal and intended use.
- A manufacturing defect that materially prevents the product from operating as described.
- A sealed consumable that is unusable on first use because of a verified production defect.
- An item that arrived damaged, incomplete or different from the item ordered and was reported on time.
Examples normally excluded
- Normal wear, cosmetic marks, reduced battery capacity over time or ordinary consumable depletion.
- Accidental damage, crushing, impact, water or liquid ingress, corrosion, contamination, fire or extreme temperatures.
- Misuse, improper charging, incompatible products, unauthorised modification, dismantling or third-party repair.
- Loss, theft, customs seizure, confiscation, disposal, delivery refusal or failure to collect a parcel.
- Change of mind, flavour preference, nicotine-strength selection, puff-count expectation or compatibility chosen incorrectly.
- Minor condensation or residue consistent with normal product use, unless evidence shows an excessive product defect.
!
Stop using any product that appears unsafe
If a device becomes unusually hot, activates unexpectedly, produces smoke from the battery, is physically swollen or appears otherwise unsafe, stop using and charging it immediately. Isolate it from flammable materials where safe to do so and contact us. Seek local emergency assistance if there is an immediate fire or injury risk.
Before contacting us
Prepare these four things
Complete evidence helps us identify the product, reproduce the problem and provide the right next step without unnecessary delay.
01
Proof of purchase
Provide the UVT Store order number and the email address used to place the order. Claims are limited to direct purchases from this website.
02
Clear description
Explain what happens, when it began, how often it occurs and any troubleshooting already attempted.
03
Photos & video
Show the full product, the problem, packaging, batch or serial information and the outer delivery box where relevant.
04
Keep the evidence
Retain the product, all affected units, packaging and shipping materials until the claim is closed. Do not dispose of or return anything without approval.
Step by step
How a warranty claim is handled
A claim may be resolved remotely or may require the product to be returned to our UK warehouse for inspection.
Submit the claim
Email the order number, description and evidence to support@uvtstore.com within the applicable reporting period.
Initial review
We confirm the order, product, time period and whether more information is needed.
Troubleshooting
Where safe and appropriate, we may ask you to complete basic checks or provide an additional video.
Return if requested
If physical inspection is necessary, we issue return instructions and the approved UK return address.
Decision & remedy
After reviewing the available evidence or returned item, we confirm whether the claim is accepted and which remedy applies.
After assessment
Possible remedies for an accepted claim
The appropriate remedy depends on the product, fault, available stock, location and applicable law. An accepted claim does not automatically create a right to a specific remedy.
01
Technical resolution
Guided steps, cleaning or connection advice may resolve a fault without requiring a return.
02
Repair or replacement
We may repair the product or replace it with the same or a reasonably equivalent item, subject to availability.
03
Store credit
Store credit may be offered where replacement is impractical or where the customer agrees to this solution.
04
Eligible refund
A refund may be provided where required by applicable law or where we determine it is the appropriate resolution.
Replacement warranty: unless applicable law requires otherwise, a replacement product continues for the remainder of the original warranty period and does not automatically begin a new 12-month period.
International returns
Do not send a product back without approval
Our return address is provided only after a return has been authorised. Unapproved parcels may be refused, delayed or impossible to match to a claim.
Return authorisation comes first
Contact support and wait for written instructions before posting anything. The return must include the requested reference, product and evidence. Use suitable protective packaging and a tracked postal service. Never return a damaged lithium-battery product by air unless the carrier confirms it is accepted and our team has approved the method.
Do not deduct, charge back or arrange third-party repair costs without our written approval. Costs incurred without approval may not be reimbursed.
Product-specific rules
Important reporting and return differences
Hygiene, safety and international-delivery requirements mean that not every product follows the same return route.
Damaged, missing or incorrect delivery
Contact us within 48 hours of recorded delivery. Photograph the unopened outer parcel, shipping label, internal packaging and all received products before discarding anything.
Pods, cartridges & consumables
Report quality issues within seven calendar days of delivery. Keep every affected unit and its packaging. Opened consumables cannot be returned for preference or change of mind.
Eligible unopened returns
A return request for an eligible, unused and unopened non-faulty item must be made within 30 days. Approval and the separate Refund Policy conditions apply.
Hygiene & excluded items
Opened pods, e-liquids, tobacco and oral-use consumables; personalised products; gift cards; and clearance items are not accepted for change-of-mind returns. Valid quality issues remain reviewable.
Common questions
Warranty FAQ
Select a question to view the answer.
Which purchases are eligible for this warranty?
The commercial warranty applies only to eligible products purchased directly from this website by the original purchaser. A marketplace, reseller or another retailer must handle products purchased through its own channel.
Is the warranty transferable?
No. Unless applicable law requires otherwise, the commercial warranty is provided to the original purchaser and cannot be transferred with a privately resold or gifted product.
Does a promotional or sale item still have quality coverage?
Yes, a genuine quality issue can still be reviewed. A discount does not by itself remove fault-related rights. However, clearance or sale items may be excluded from ordinary change-of-mind returns.
Can I receive an advance replacement?
Advance replacements are not guaranteed. We may require troubleshooting, evidence and return inspection before a replacement or other remedy is approved.
Who pays international return postage?
The customer normally pays the return postage initially unless we provide different written instructions. If a defect is confirmed, any reimbursement or contribution will be determined by our approval and applicable law. Unauthorised costs are not automatically reimbursable.
Are import taxes on a replacement covered?
Destination-country authorities control import charges. Unless applicable law requires otherwise, the recipient remains responsible for local customs duties, taxes or handling fees applied to a replacement shipment.
What if I no longer have the faulty product?
We may be unable to verify or accept a claim if the product, affected consumable, packaging or requested evidence has been discarded, lost or returned without approval. Keep everything until support confirms the claim is closed.
Does the one-year period remove my legal rights?
No. This is a commercial warranty with defined coverage. It does not exclude any statutory or consumer rights that cannot legally be excluded under the law applicable to your purchase.
Ready to submit a claim?
Email our support team with your order number, a clear description, photographs and video. Please send links to large video files if your email provider cannot attach them, and do not send identity documents unless specifically requested.
