Warranty & Returns Policy
Returns, Refunds & Replacements
Please get in touch with our Customer Service team before returning items. You can contact us by:
- 01254 460125
- support@vampirevape.zendesk.com
Our team will provide you with an RMA (Returns Merchandise Authorisation) Number which must be included with your returned items.
If you have an account on our website, you can generate an RMA number by logging into your account area selecting ‘My Returns’, and following the steps provided. If you’re a guest user, you can generate an RMA number by clicking the link below.
You must ensure all returned items are packaged securely and sent to the address below, with the RMA number, your full name, original order number and reason for the return written on the outside.
Please be aware that any unsolicited or unauthorised returns may be disposed of, and processing a refund might not be possible.
We cannot be held accountable for items lost or damaged during return transit. It is advisable to use a recorded delivery method, fully insured for the total value of the goods, ensuring appropriate postage is paid. You are responsible for taking reasonable care of the goods while they are in your possession.
Returned items must reach us within 10 working days of contacting our Customer Service team. Failure to meet this deadline may result in refusal of the return.
In the unlikely event that any product is defective, you must inform our Customer Service team within 5 working days of receipt of goods. Any claims made after this period will not be accepted. Please do not dispose of any items or packaging, as we may require batch numbers, expiry dates, photographic evidence, and/or request that the item be returned to us.
Upon receipt of the items, we will test and inspect the product. If the item is found to be defective we will offer you a replacement or refund the product value, excluding any initial postage charges. Please allow up to 7 working days for the refunded amount to be credited back to your original payment method. All refunds will be processed using the same payment method used when placing the order.
If the goods are deemed not to be defective or damage is caused by misuse, accidental damage, or wear and tear, we will not issue a replacement or raise a credit and you will be liable for all costs incurred returning the goods to us.
We may ask you further questions either before or during the returns process, or give recommendations on product usage to reduce any unnecessary returns. Please assist our Customer Service team by providing as much information as possible regarding any reported defect.
Return Address:
Elf Bar U.K, FAO: Customer Services, Flavour Warehouse Ltd, Global Way, Darwen, BB3 0RW
Limited Warranty
Please be aware that vape kits and mods are made up of different components and are therefore subject to different warranty periods.
Please note we will require proof of purchase and, where possible, the original packaging for the product.
Vape Kits / Mods
Vape kits and mods come with a 6-month warranty starting from the purchase date. To process a warranty claim, you must return the vape kit or mod for evaluation. Please ensure that the device or mod is returned in its original packaging, undamaged to qualify for the warranty claim.
Coils / Tanks
Coils and tanks are consumable items, sold in sealed packaging and are not covered by a warranty. Coils and tanks have a variable lifespan. The only exception to this rule is in the case of a manufacturing fault. If you suspect that an item you've received is defective upon delivery, you must notify us notify us within 5 working days. Should there be a shipping error with your order, we will promptly replace the items. In case of any missing items upon delivery, you must notify us within 48 hours of receiving your order so that we can promptly investigate your claim.
E-Liquids
E-Liquids are consumable items, sold in sealed bottles and are not covered by a warranty. The only exception to this rule is in the case of a manufacturing fault. If you suspect that an item you've received is defective upon delivery, you must notify us notify us within 5 working days. Should there be a shipping error with your order, we will promptly replace the items. In case of any missing items upon delivery, you must notify us within 48 hours of receiving your order so that we can promptly investigate your claim.
Disposable Vapes / Pre-filled Pods / Refillable Pods
Disposable vapes and prefilled pods are consumable items, sold in sealed packaging and are not covered by a warranty. The only exception to this rule is in the case of an item being dead on arrival, or shipping errors on our part. If you suspect that an item you've received is defective upon delivery, you must notify us within 5 working days. We cannot accept any claims after this period. In case of any missing items, you must notify us within 48 hours of receiving your order so that we can promptly investigate your claim. For any disposable warranty claim, we require the batch number and date of expiry from the packaging. We are unable to replace or refund any disposable vape without this information. Additional video or photographic evidence may be required. Furthermore, we cannot replace or refund disposables that have been thrown away or discarded.
Batteries / Mods
Batteries and mods have a finite life span depending on usage. They each have a 60-day warranty starting from the purchase date. This warranty is void if the item has been broken due to misuse or mishandling. General wear and tear are not covered in the 60-day warranty period. If you believe your battery is faulty, please contact us stating the fault and we will assess your problem. If the issue is the manufacturer’s fault, we will replace the battery. You may be required to return the battery to us for assessment.
Battery Chargers / Cases / Docks / Leads / Wall Adaptors
All chargers sold are covered by a 12-month warranty from the date of purchase. The item must have been purchased as a separate item, and not part of a vape kit. If an item has an electrical fault such as, but not limited to, failure to emit charge, we will replace it. If the charger is deemed to be faulty due to user error or mishandling the warranty will be void. To process a warranty claim, you must return the item in question.
Warranty Exceptions
For clarity, all warranties outlined above do not apply to:
- fair wear and tear
- wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party
- failure by you to operate or use the products per instructions
- failure by you to carry out normal maintenance of the products including regular cleaning of components and connectors
- any alteration or repair by you or by a third party who is not one of our authorised repairers, or
- any specification provided by you
This does not affect your legal rights concerning products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
Any unsolicited or unauthorised returns may be disposed of. We currently have a WEEE (Waste Electrical and Electronic Equipment) system in place that allows you to return your old unwanted electrical goods: you can read more about the program here.
We are not responsible for items that get lost or damaged in transit. We recommend sending returns via a recorded delivery method, fully insured for the full value of goods, ensuring the correct postage amount is paid. You have a duty to take reasonable care of any goods whilst they are in your possession.
Returns must be received within 10 working days of contacting our Customer Service team. If an item is not returned within this time frame, we may not be able to accept it.
Once we have received the returned item, we will fully test it to verify the fault. Please allow up to 5 working days for it to be checked and the replacement dispatched, or credit issued.
Please ensure all returned items are packaged securely and sent to the address below, with the RMA (if applicable), full name, original order number and reason for return written on the outside:
Address of Returns:
Elf Bar U.K
FAO: Customer Services
Flavour Warehouse Ltd
Global Way
Darwen
BB3 0RW
Limited Warranty
Please be aware that e-cigarette kits are made up of different parts and are therefore subject to different warranty durations.
- E-cigarette kits and devices (that use external batteries) have a 6-month warranty starting from the date of purchase.
- Batteries and mods have a finite life span depending on usage. They each have a 60-day warranty starting from the date of purchase. This warranty is void if the unit has been broken due to mishandling and/or tampering.
- Clearomizers, atomizers (also known as coils or heads), pods and tanks are consumable items and are not covered under warranty. However, if they are deemed to be Dead on Arrival (faulty on receipt) and we are notified within 7 days of you receiving them, we may replace them at our discretion.
- Some tank parts regardless of make or capability are likely to wear out over time. Those parts need to be regularly maintained and/or replaced to achieve good working order of the product.
- Coils, replacement pods and tanks have a variable lifespan. This can be anywhere between 2-14 days, but this is heavily dependent on liquid, power and usage.
- E-Liquids are consumable items, sold in sealed bottles and are not covered under warranty. The only exception to this rule is in the case of manufacturing faults, or shipping errors on our part, in which case we will replace them.
- Chargers, charging cases, leads and wall adaptor plugs are covered by a warranty period of one year (12 months) from the date of purchase. If an item has an electrical fault such as, but not limited to, failure to emit charge, we will replace it.
- Disposable E-Cigarettes - Please note that you are responsible for the costs of returning any faulty disposable that has been opened and used. If your product is deemed Dead on Arrival, we will be happy to refund your shipping cost. All products will be checked by our Quality Control team to verify the DOA status and ensure they have not been used.
We reserve the right to change our warranty conditions without notice. We also reserve the right to refuse items returned to us which do not fulfil our stated requirements.
Please note, warranties are not guarantees and only cover manufacturing faults.
Warranty Exceptions
All warranties outlined above not be applicable for:
- fair wear and tear;
- wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
- failure by you to operate or use the products in accordance with instructions;
- failure by you to carry out normal maintenance of the products including regular cleaning of components and connectors;
- any alteration or repair by you or by a third party who is not one of our authorised repairers; or
- any specification provided by you
This does not affect your legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
Defective or Damaged Goods
In the unlikely event that any product is defective you must inform our Customer Service team within 24 hours of receipt of the goods. Any claims made after this time period may not be accepted. Please do not dispose of any goods prior to reporting the issue, as we may require batch numbers, photographic evidence and/or request that the item is returned to us.
On receipt of defective goods, we will test and inspect the product. If the item is found to be defective we will offer you a refund or replacement within 30 days. All refunds will be processed using the same payment method used when placing the order. If the product is no longer available we will issue a refund including your postage fees, or an exchange for an alternative product of your choosing.
If the goods are deemed not to be defective or damage is caused by misuse, accidental damage or wear and tear, we will not issue a replacement or raise a credit and you will be liable for all costs incurred returning the goods to us.
We may ask you further questions either prior to or during the returns process, or give recommendations on product usage to reduce any unnecessary returns. Please assist our Customer Service team by providing as much information as possible regarding any reported defect.
Returns & Refunds
Please contact our Customer Service team prior to returning any goods. In some circumstances, you will be given a Returns Merchandise Authorisation (RMA) number which must be included with returned items.
If you are an account holder you can generate an RMA number by logging into your account, selecting My Returns and following the steps. If you are a guest user you can generate an RMA number by clicking here.