Refunds and Cancellation Policy

Unwanted goods

Our policy for unwanted goods lasts 14 (fourteen) days. If 14 days have passed since the delivery date, unfortunately we can’t offer you a refund or exchange unless the product/s are faulty.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be unopened in the original packaging.

Return shipping costs must be covered by you, we recommend posting the goods via a trackable and insured delivery, as we cannot be held responsible for goods lost in transit that have been sent by you.

Please note, we will deduct the cost of the original shipping from your refund, including where free shipping has been applied. The cost deductible will be £4.45.

Unfortunately we are unable to accept returns of the following items unless faulty;

  • Coils 
  • E-liquids 
  • Vape tanks
  • Drip tips
  • Kits or pod devices containing tanks

To complete your return, we require a receipt or proof of purchase, this can be your order number or invoice.

Please do not send your purchase back to the manufacturer.

Faulty products

It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible.

If the fault occurs within 90 days of purchase we will always offer you either a repair, exchange or refund. In all cases we reserve the right to inspect the product and verify the fault.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

Please Note: Most manufacturers need the serial number that is usually found on the packaging, please keep all original packaging for the life span of your product. 

Please note that we will not accept any returns where the customer has charged a mod, that uses external batteries, via the USB port. All manufacturers advise that all external batteries are to be charged via an external charger, as this is safer and preserves the longevity of the battery life.

Damaged products 

If you unpack your product and find it damaged, please contact us to arrange a replacement. 

Please do not discard damaged items, we require you to provide photographic evidence of the damage, including all original packaging. We are unable to raise any claims for damages without evidence.

Missing Products / Late Order

If your order has failed to arrive within 14 working days (not including Saturdays) for UK shipments, or 30 working days (not including Saturdays) for EU/International shipments, please send an email to lee@primevapes.co.uk and we'll be happy to offer you a replacement or refund.

Refunds

Once your return is received our team will inspect the items and send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1 working day.

Late or missing refunds

Refunds processed to a debit or credit card can take 3-5 working days to clear, if your refund has not been credited to your bank account after 5 working days, please contact us.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at lee@primevapes.co.uk and send your item to:

Prime Flavours Limited

Unit 35 station road workshops, station road, Kingswood, Bristol BS15 4PJ

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Returning an item to us

To return your product, you should mail your product to:

Prime Flavours Limited

Unit 35 station road workshops, station road, Kingswood, Bristol BS15 4PJ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

When shipping an item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.