Overview
We want you to be happy with your purchase from Shoppers Vape Mart. This policy explains your rights to cancel or return an order, and how refunds and faulty items are handled, in line with the UK Consumer Contracts Regulations 2013.
Your right to cancel (UK customers)
If you are a UK consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, contact us at sales@shoppersvapemart.com within 14 days of delivery. You will then have a further 14 days to return the goods to us.
Important exceptions – hygiene and sealed products
For health, safety, and hygiene reasons, we cannot accept returns or offer refunds on the following once the seal or packaging has been opened or broken:
- E-liquids and shortfills
- Nicotine pouches
- Coils, pods, and other consumable/disposable items that come into contact with the mouth or e-liquid
Unopened, unused items in their original, undamaged packaging can be returned within 14 days of delivery for a full refund.
Faulty or damaged items
If an item arrives faulty, damaged, or not as described – including devices, pod kits, and hardware – please contact us within 30 days of delivery at sales@shoppersvapemart.com with your order number and photos of the fault. We will offer a repair, replacement, or full refund, including return postage costs, in line with your statutory rights under the Consumer Rights Act 2015.
How to request a return
- Email sales@shoppersvapemart.com with your order number and the reason for your return.
- We will confirm whether your item is eligible and provide return instructions.
- Pack the item securely in its original packaging where possible and send it back to the address we provide.
- Once we receive and inspect the item, we will process your refund or replacement.
Refunds
Approved refunds are issued to your original payment method within 14 days of us receiving the returned goods (or of you providing evidence you have sent them back, if earlier). Original delivery charges are refunded only when the return is due to our error or a fault.
International orders (including US customers)
Customers outside the UK are also welcome to return unopened, unused items within 14 days of delivery under the same conditions above. Please note that return shipping costs for international orders are the customer’s responsibility unless the item is faulty or incorrect, and any customs or duties paid are non-refundable.
Contact us
For any questions about returns or refunds, contact us at sales@shoppersvapemart.com.
Last updated: September 2026.