Refund policy

RETURN & REFUND POLICY
UK Vape & Tobacco Flagship Store
Last updated: 24 August 2026

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IMPORTANT SUMMARY
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This policy applies to products purchased directly from uvtstore.com. We currently do not accept orders for delivery within the United Kingdom.

• Eligible, unused and factory-sealed products may be requested for return within 30 calendar days after delivery.
• Transit damage, a wrong item or a product that appears dead on arrival should be reported within 48 hours after the carrier records delivery.
• Quality issues affecting pods, disposable vapes, tobacco products and other consumables should be reported within 7 calendar days after delivery.
• Eligible reusable vape devices are covered by our separate one-year commercial warranty.
• Opened pods, e-liquids, disposable vapes, tobacco products and other consumable or mouth-contact products cannot be returned merely because you changed your mind.
• Never send a product back without written return authorisation. Our return address is provided only after a return is approved.

The 48-hour reporting period helps us verify delivery damage and preserve claims against the carrier. It does not remove any non-waivable rights you may have under applicable law.

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1. CONTACT US BEFORE RETURNING ANYTHING
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Email support@uvtstore.com before sending any product back. Include:

• Your order number and the email address used for the order
• The product name, flavour, nicotine strength and quantity affected
• A clear description of the issue and when it was first noticed
• Clear photographs or video of the product, all seals, packaging and shipping label
• The serial number, security code or batch code, where present

We may request additional photographs, a short troubleshooting video or other information reasonably necessary to verify the claim.

A continuous unboxing video showing the unopened parcel, shipping label, internal packaging and first product test is strongly recommended for damaged, leaking, missing or incorrect-order claims. An unboxing video is not the only possible evidence, but a claim may be declined where the available evidence is insufficient, inconsistent or does not allow us to verify that the issue existed on delivery.

Keep the product, original packaging, delivery carton and all accessories until we confirm that they may be discarded. Disposing of them early may prevent us from verifying the claim.

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2. OUR VOLUNTARY 30-DAY RETURN PERIOD
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Subject to the exclusions below, you may request a return within 30 calendar days after delivery if the product is:

• Unused and in resalable condition
• In its original retail packaging
• Factory-sealed, with all tamper-evident seals intact
• Complete with all accessories, inserts, labels and gifts
• Identifiable as the same product supplied by us

A return request must be approved before shipment. Products sent without authorisation may be refused, delayed or returned to the sender at the sender’s cost.

This voluntary policy is additional to, and does not replace, any mandatory consumer rights that apply to your order. Where local law grants a non-waivable cancellation or return right, we will apply that right in accordance with the law.

If a mandatory EEA distance-selling withdrawal right applies to your order, you may generally notify us within 14 days after delivery and return the eligible goods within the further period required by law. You normally bear the direct return cost unless the law or our verified error requires otherwise. Statutory exceptions may apply, including to clearly personalised goods and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Any statutory refund, including any delivery-cost treatment, will be handled as required by the applicable law rather than by an undisclosed restocking fee.

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3. WHAT “UNOPENED” AND “RESALABLE” MEAN
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“Unopened” means that the original factory seal, shrink-wrap, security label or tamper-evident packaging has not been broken, removed, replaced or resealed.

“Resalable” means that the product and packaging are clean, complete and undamaged and show no sign of use, charging, inhalation, filling, installation, activation, alteration, odour, liquid residue or substitution.

We inspect returned products and may compare serial numbers, batch codes, security codes, product weight, packaging details and dispatch records. Re-shrunk packaging, substituted contents, mismatched identifiers, missing parts or signs of use will not be treated as an unopened return.

Where mandatory law permits a customer to open packaging only as reasonably necessary to inspect a product, that legal right will not be restricted by this definition. Any handling beyond what is reasonably necessary may result in a lawful deduction for loss in value.

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4. PRODUCTS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
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Unless defective, incorrect, or otherwise required by applicable law, we do not accept change-of-mind returns for:

• Pods, cartridges, e-liquids, disposable vapes, tobacco products or other consumables after their seal has been opened
• Mouth-contact, hygiene-sensitive or regulated products after opening or use
• Products that have been filled, charged, activated, inhaled from or otherwise used
• Personalised, engraved or made-to-order products
• Gift cards or store credit
• Products damaged by misuse, accidental damage, improper storage, unauthorised repair or failure to follow instructions
• Final-sale or clearance products where “Final Sale” or “Non-returnable” was prominently disclosed before purchase, except for valid quality claims
• Free promotional gifts on their own

Product dissatisfaction based only on flavour preference, cooling sensation, nicotine strength, puff count, packaging variation or device compatibility is not a defect where the product matches its description. Please check these details before ordering.

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5. DAMAGED, LEAKING, MISSING OR INCORRECT ORDERS
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Report visible transit damage, serious leakage, missing items, wrong items or a product that appears dead on arrival within 48 hours after delivery is recorded by the carrier.

For the fastest review, provide:

• Photographs of every side of the external parcel before disposal
• A clear photograph of the shipping label
• Photographs of the internal packaging and every item received
• Close-up photographs or video showing the damage, leakage or fault
• An unboxing video, if available

Do not use, charge, dismantle or continue testing a visibly damaged, swollen, overheating, leaking or unsafe battery product.

If the claim is verified, we may offer replacement, repair where appropriate, store credit or a refund in accordance with applicable law and product availability. If you contact us after 48 hours, we may process the issue under the relevant product warranty rather than as transit damage, and a carrier claim may no longer be available.

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6. FAULTY PRODUCTS AND WARRANTY
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Eligible reusable vape devices have a one-year commercial warranty from the purchase date. Full coverage, exclusions and claim procedures appear in our Warranty Policy.

Quality issues affecting pods, cartridges, disposable vapes, tobacco products and other consumables must be reported within 7 calendar days after delivery. Because these products are consumable and hygiene-sensitive, we may require photographs, video, batch information and evidence of appropriate use and storage.

Normal condensation, flavour preference, normal battery depletion, expected wear, accidental damage, blocked airflow caused by poor maintenance, use of incompatible products, unauthorised modification and damage caused by misuse are not manufacturing defects.

Do not dispose of an allegedly faulty item unless we authorise you to do so. We may require safe return, remote troubleshooting or additional evidence before approving a remedy.

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7. BUNDLES, DISCOUNTS, FREE GIFTS AND FREE SHIPPING
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Bundles and multi-buy offers are priced as a complete promotion. A full promotional refund requires all included products and gifts to be returned in eligible condition.

If we approve a partial return:

• The price of the products you keep may be recalculated without the original bundle, quantity or threshold discount.
• Any gift must also be returned unused and unopened. If it is not returned, the value displayed in the promotion or order will be deducted; if no value was displayed, the regular selling price at the time of the order may be deducted where permitted by law.
• If the remaining order no longer qualifies for free shipping, the actual outbound shipping cost may be deducted where permitted by law.

These adjustments restore the order to the price that would have applied to the products retained; they are not a penalty or an automatic restocking fee.

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8. INTERNATIONAL SHIPPING, CUSTOMS AND IMPORT RESPONSIBILITY
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Our products are dispatched internationally from the United Kingdom. Laws governing vape products, nicotine, e-liquid and tobacco vary by destination.

Before ordering, the customer is responsible for checking:

• Whether the products may lawfully be imported, possessed and used at the destination
• Personal-import quantity, capacity, nicotine and value limits
• Age requirements and any permit, declaration or identity-verification requirements
• Import duty, tobacco duty, VAT, customs charges and carrier handling fees

Unless expressly stated at checkout, duties, taxes and import fees are not included and are payable by the recipient. Amounts paid directly to customs, a tax authority or a carrier cannot be refunded by us; the customer must apply to the relevant authority if a refund may be available.

Customs authorities alone decide whether to release, tax, inspect, return, confiscate or destroy a parcel. We can provide available order documents but cannot guarantee clearance or override a customs decision.

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9. CUSTOMS RETURNS, REFUSED PARCELS AND UNCLAIMED DELIVERY
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If a parcel is held pending payment, documents, identity verification or collection, the recipient must respond within the deadline set by customs or the local carrier.

If a parcel is returned because of customs action, an incorrect or incomplete address, refusal, non-payment of charges, failed identity verification or failure to collect it, no refund or re-dispatch will be processed until the parcel physically reaches our UK warehouse and is inspected.

After receipt and inspection, and subject to product condition, safety, legal restrictions and mandatory law, we may offer:

• Re-dispatch after the customer pays the return cost, any outstanding charges and the new shipping cost
• A refund of the eligible returned product value
• Store credit for the eligible returned product value

Original shipping charges are non-refundable. Return charges, customs fees, taxes, storage charges and re-dispatch costs are the customer’s responsibility. For an order originally sent with free shipping, the actual outbound shipping cost may be deducted from a voluntary refund where permitted by law.

No refund is available for products confiscated, abandoned or destroyed by customs, or otherwise not returned to our warehouse, where this results from destination restrictions or the recipient’s failure to complete required import or delivery steps. This does not exclude a remedy where the loss was caused by our error or where mandatory law requires otherwise.

A tracking status that does not say “Delivered” does not automatically establish seller non-performance where tracking shows that the parcel is awaiting customs action, payment, documents, collection or another action by the recipient.

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10. LOST OR “DELIVERED BUT NOT RECEIVED” PARCELS
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If tracking shows no movement for an unusually long period, contact us and the local delivery partner so that an investigation can be opened. A refund or replacement is not issued while a reasonable carrier or postal investigation is still active, unless mandatory law requires otherwise.

If tracking shows “Delivered” but you cannot locate the parcel, notify us within 48 hours and first check the delivery address, safe place, reception, household members and neighbours. We may request written carrier confirmation or other evidence before deciding the claim.

We are not responsible for theft or loss occurring after correct delivery to the supplied address, safe place, authorised recipient, building reception or collection point, except where mandatory law provides otherwise.

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11. RETURN SHIPPING
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After approval, we will provide return instructions and the authorised return address. The customer must:

• Follow all carrier restrictions for nicotine, liquids, tobacco and lithium batteries
• Package the product safely and include the return authorisation details
• Use a tracked and suitably insured service
• Keep the receipt and tracking record until the case is closed
• Never send a swollen, leaking, overheating or otherwise unsafe lithium-battery product through ordinary post; contact us for safety instructions

For change-of-mind returns, customs returns, refused delivery, incorrect addresses and unclaimed parcels, return shipping and related costs are paid by the customer.

If we verify that we sent the wrong product or that the product was defective or damaged on arrival, we will cover reasonable return costs where required by law or where we expressly provide a prepaid method. We do not reimburse unapproved premium, express or uninsured shipping expenses.

Risk of loss during a customer-arranged return remains with the customer until the parcel is delivered to our authorised return address.

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12. INSPECTION, DEDUCTIONS AND RESTOCKING FEES
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Every return is inspected before a remedy is approved. We do not impose an automatic 15% restocking fee.

Where permitted by law, we may deduct or refuse the amount reasonably attributable to:

• Use or handling beyond what was necessary to inspect the product
• Broken, replaced or resealed tamper-evident packaging
• Missing products, gifts, accessories, inserts or packaging
• Damage, contamination, odour, liquid residue or unsafe return packaging
• Mismatched serial numbers, batch codes, security codes or substituted contents
• Actual outbound shipping, return shipping, customs, storage or carrier charges for which the customer is responsible under this policy

Any deduction will be based on the actual loss in value or actual cost, not an undisclosed fixed penalty. We may reject a return that is used, unsafe, materially incomplete, counterfeit, substituted or not the product we supplied.

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13. REFUND METHOD AND TIMING
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Once the returned parcel is received and inspected, we will notify you of the decision. Approved voluntary refunds are normally submitted within 10 business days after inspection. Mandatory statutory refunds will be processed within the period required by applicable law.

Refunds are made to the original payment method unless another remedy is agreed. Bank, card and payment-provider posting times are outside our control. Currency conversion differences and foreign transaction fees charged by a customer’s payment provider are not refundable by us.

Original shipping charges are not refunded except where required by law or where the return results from our verified error. Store credit is non-cash and cannot be withdrawn or transferred unless required by law.

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14. ORDER CANCELLATION
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Contact support@uvtstore.com immediately if you wish to cancel. We may cancel and refund an order before picking and packing begins. Once an order has entered picking, packing, dispatch preparation or carrier collection, cancellation or amendment is not guaranteed. After dispatch, the applicable return and international-shipping rules apply.

Pre-order cancellation terms displayed on the relevant product page also apply, subject to mandatory law.

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15. PAYMENT DISPUTES AND CHARGEBACKS
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Please contact us first so that we can investigate and offer an appropriate remedy. Starting a payment dispute does not create an entitlement to keep products or receive two refunds.

If a chargeback or payment dispute is opened, we may pause a separate refund while that dispute is active to prevent duplicate reimbursement. We may provide the payment provider with order records, customer communications, tracking, delivery attempts, customs status, proof of dispatch and evidence relating to the return or product condition.

Nothing in this section limits a customer’s lawful right to contact their card issuer or payment provider.

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16. ABUSE, FRAUD AND REPEATED CLAIMS
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We may refuse a voluntary return, restrict an account or cancel future orders where there is reasonable evidence of return fraud, product substitution, altered evidence, false non-delivery claims, repeated abusive claims or misuse of promotions. We may retain relevant records and report suspected fraud to payment providers, carriers or authorities where lawful.

This section does not permit us to refuse a valid statutory claim merely because a customer has previously made a genuine complaint.

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17. YOUR MANDATORY RIGHTS
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Nothing in this policy excludes or limits rights or remedies that cannot legally be excluded under the law applicable to your order. If a provision conflicts with mandatory law, the mandatory rule prevails and the remainder of this policy continues to apply.

By placing an order, you confirm that you have read and understood this policy, including the international shipping and customs responsibilities. This acknowledgement does not waive any non-waivable consumer right.

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CONTACT
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UK Vape & Tobacco Flagship Store
Email: support@uvtstore.com
Telephone: +44 7849 493249

Do not send returns to any publicly listed business or correspondence address. The authorised return address is supplied only after a return is approved.