Returns Policy
Returns Policy
At Shisha Vibe, we are committed to your complete satisfaction. This policy outlines our return, exchange, and warranty procedures. Please carefully review this policy before making a purchase.
General Returns – Unopened and Sealed Items:
Customers have the right to change their mind. Should you wish to return an item you no longer want, you have up to 30 days from the date of receipt (as confirmed by Royal Mail tracking delivery) to do so, provided that the item remains unopened and in its original packaging. After we receive the returned item and confirm its condition, a full refund will be processed. Please note, return shipping costs are the customer’s responsibility.
E-Liquids, Tanks, Coils, and Similar Items:
Due to hygiene and safety reasons, we are unable to accept returns of E-Liquids, Tanks, Coils, and similar items. This includes if you have simply changed your mind or do not like the product.
Due to the fact that we cannot ascertain if e-liquids have been doctored/tampered with, we are not able to accept returns of any e-liquids whether they are unopened, unused, or remain sealed unless we have sent you incorrect e-liquids in your order. This includes products containing E-Liquid such as pre-filled pods.
Faulty Items:
If you believe a product to be faulty, please get in contact with us immediately. We will provide you with guidance and instructions for returning the item for assessment. All products that are returned as faulty will undergo a testing and investigation process. If a fault is confirmed, the product will be replaced or refunded, depending on the specific situation.
For any product that you may believe to have arrived DOA (Dead on Arrival), you must contact us within 48 hours of receiving your order.
Disposable Vapes:
At Shisha Vibe, we strive to offer quality products and services to our customers. This policy outlines our refund and exchange policy specifically for our disposable vapes.
Time Frame: Due to the nature of disposable vapes and them being classified as perishable goods, the usual refund/exchange timeframe of 30 days does not apply. Our disposable vapes are intended to last for a minimum of 600 puffs, which under typical usage should not exceed a 24-hour period. If you experience an issue with your disposable vape product, you have a limited timeframe from the time of purchase to report the fault to us. The timeframe is as follows:
- For purchases of 1 to 3 vapes: 24 hours per vape
- For purchases of 4 vapes: 5 days
- For purchases of 5 vapes: 6 days
- For purchases of 6 vapes: 7 days
- For purchases of 8 vapes: 10 days
- For purchases of 10 vapes: 14 days
Please note that the above timeframes start from the date of purchase. If the fault is not reported within these timeframes, we regret that we cannot offer a refund or an exchange.
Faulty Items: A refund or an exchange is only applicable if the vape is faulty, i.e., it arrived dead on arrival and never worked in the first place. This does not include situations where you think the vape went quicker than expected, didn’t last as long as expected, or if you simply did not like the taste.
Testing Process: When a faulty vape is reported within the stated timeframe, we reserve the right to take the product and set it for testing. This process can take 2-3 working days, during which we will come to a judgment and contact you whether we accept the return or not. Please be aware that meeting the time limit for each vape does not automatically mean that your request for a refund or an exchange will be accepted. We are committed to providing a fair and thorough investigation for each case.
Thank you for your understanding, and we appreciate your business.
Warranty Policy:
All time frames are from the date of delivery.
Built-In Battery Box Mods – 6 Months
External Battery Box Mods – 6 Months
AIO Vape Kits (built-in/external battery – 6 Months)
Pod Vape Kits (built-in/external battery – 6 Months)
Tanks – Dead on Arrival Only
External Batteries (18650/21700) – 30 Days
Coils / Atomisers – Dead On Arrival Only
Disposable Devices – Dead On Arrival Only
Vape Kits/Mods: We provide a 6-month warranty period for vape kits and mods from the date of receipt. This warranty does not cover any accidental damage, wear and tear, or any damage caused by misuse. If there is visible physical damage on the kit or mod, the warranty is void. Items returned under warranty must be in their original packaging.
Batteries: All our batteries come with a 1-month warranty period from the date of receipt. This warranty is void if the battery has been mishandled or misused. General wear and tear are not covered in the 1-month warranty.
Coils: Coils do not come with a warranty. However, if a coil is found to be dead on arrival, please inform us within 48 hours of arrival.
Tanks: Tanks do not come with a warranty. However, if a tank is found to be dead on arrival, please inform us within 48 hours of arrival.
Reporting Faults:
For reporting any faults or issues, please contact us immediately within the respective timeframes stated above. Delay in reporting can result in the warranty being void.
Shipping of Returns:
Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service to ensure your return is delivered successfully.
This policy is subject to change, and we reserve the right to refuse a return if it does not meet our guidelines. We appreciate your understanding and cooperation.
Thank you for choosing Shisha Vibe.
Note: This policy applies to the purchase of products from our website and does not affect your statutory rights. If you have any questions or concerns about our return and refund policy, please do not hesitate to contact us.