Refund policy
We hope that you will be completely happy with the items you purchase from us but if you are not satisfied or you change your mind then this policy sets out what you can do. There can be numerous reasons as to why you might want to return items, if there is a fault, the items are not what you ordered or maybe because you have simply changed your mind.
If you change your mind
If you live in the UK then you have the right to return goods within 30 days of receiving them if you’ve changed your mind.
What cannot be returned
You are unable to return items if they were sent to you in sealed condition for health protection or hygiene purposes once you have unsealed them (e.g. vape kits and coils). If you want to return goods you must not unseal them.
This does not affect your statutory rights.
What to do to return the goods
If you want to return the goods please contact us by emailing us at customersupport@multivape.co.uk quoting your name, order number and home address.
The goods must be returned to us in saleable condition. This means that you must not have handled them more than you would have done in a retail store. The goods must be sealed and returned in their original packaging.
Delivery costs must be covered by you and will not be refunded.
Refunds
We will refund you the price you paid for the products, by the method you used for payment. However, please note the following:
- A deduction may be made to reflect any reduction in the value of the item if this has been caused by handling them any more than would have been done in a retail store
We will aim to issue a refund within 3 working days after we receive the goods back from you.
If the goods are not what you ordered
If we have sent you items which are not what was ordered then please let us know by email at customersupport@multivape.co.uk, quoting your name and order number or your name and home address.
We will arrange to send you the correct goods as soon as possible along with the return of the incorrect items.
If the goods are not as described
If you receive an item which is not as described please let us know by emailing us at customersupport@multivape.co.uk quoting your name and order number.
We will either provide you with an exchange or refund to you the amount you paid for the misdescribed items including the delivery cost. The refund will usually be paid within 3 working days.
If the goods are faulty
Occasionally goods purchased may stop working due to a manufacturing fault. Please contact us by email at customersupport@multivape.co.uk quoting your name and order number. Once the item has been returned to us, if the item is found to have stopped working as a result of a manufacturing fault within six (6) months of the date on which you received the item (with the exception of batteries, coils or e-liquids as these are perishable items) then we will offer you a refund or look to exchange the item.
What to do if you believe the goods are faulty
If an item you have purchased is not working as you expect it to, please email at customersupport@multivape.co.uk for advice.
Refunds
Upon receiving a returned item we will either provide you with an exchange or refund the amount paid including delivery cost. We aim to refund within 3 working days.