Last updated: 27 September 2026
These terms apply to every order you place with us through www.whitevapeco.uk or our web app at app.whitevapeco.uk. Please read them before you order. They explain who we are, how we sell to you, your right to cancel, and what happens if something goes wrong. Nothing in these terms affects your legal rights as a consumer.
1. About us
We are White Vape Co Ltd, trading as White Vape Co. We are registered in England and Wales, company number 11469015. Our registered office is 39 Hollybank Crescent, Hythe, Southampton SO45 5FZ. Our VAT number is GB 351310055.
We also run shops in Hythe (25 The Marsh, SO45 6AJ), Totton (19 Salisbury Road, SO40 3HX) and Holbury (81 Long Lane, SO45 2ND). Opening hours are on our Our Stores page.
You can contact us:
- by email: info (at) whitevapeco (dot) uk
- by phone: 0330 380 0657, during shop opening hours
- by post: White Vape Co, 81 Long Lane, Holbury, Southampton SO45 2ND
- in person, at any of our shops
If we need to contact you, we will use the email address, phone number or postal address you gave us with your order.
2. You must be 18 or over
Vaping products, e-liquids and nicotine products are age-restricted. It is illegal to sell them to anyone under 18. It is also a criminal offence for an adult to buy them on behalf of someone under 18 ("proxy purchasing"). We sell only to adults aged 18 or over, and only for their own use.
By placing an order you confirm that:
- you are 18 or over;
- you are not buying on behalf of anyone under 18; and
- the person who receives the parcel, or collects the order from a shop, is 18 or over.
How we check your age
We check the age of online customers before we send an order. At checkout we check your name and address against the UK electoral roll through our age verification provider, AgeVerifyUK. If that does not confirm you are 18 or over, we ask you to upload a photo of an in-date photo ID. The photo is checked automatically by our verification service. If that can’t confirm your age, you can ask a member of our team to look at it. ID images are never kept longer than the check needs. How we use this information is explained in our Privacy Policy.
If we cannot verify your age, we will cancel the order and refund you in full. We may refuse or cancel any order, or close any account, if we believe the goods are for someone under 18. We may report suspected proxy purchasing to Trading Standards.
Our shops operate Challenge 25. When you collect an order, staff will ask for photo ID if you look under 25. If you cannot show acceptable ID, we will not hand over the order.
3. Our products and the law
- Every nicotine e-liquid and device we sell complies with the Tobacco and Related Products Regulations 2016. Nicotine e-liquids are no stronger than 20mg/ml and come in refill bottles of no more than 10ml. Tanks and pods hold no more than 2ml.
- Shortfill e-liquids contain no nicotine. They have space in the bottle for you to add a nicotine shot. Please follow the instructions on the bottle.
- Since 1 June 2025 it has been illegal to sell single-use (disposable) vapes. Every device we sell is rechargeable and either refillable or uses replaceable pods.
- From 29 October 2026 it is also an offence to sell nicotine products, including nicotine pouches, to anyone under 18 (Tobacco and Vapes Act 2026). We already sell them only to adults.
- Our products are for adult smokers and vapers. They are not suitable for non-smokers or anyone who is pregnant or breastfeeding. If you have a medical condition, ask your GP or pharmacist before use.
Using products safely
Please read and follow the manufacturer’s instructions and safety warnings, especially for batteries and chargers. Keep all products out of the reach of children and pets. Nicotine is toxic if swallowed. Never carry loose lithium-ion batteries in a pocket or bag with coins or keys, and use only a compatible charger.
Product descriptions are a guide, and colours may differ slightly from the photographs. Coil and pod compatibility is based on the manufacturer’s information. If you are not sure a part fits your device, contact us or ask in a shop before you buy.
Our products are sold for personal use, not for resale. We may limit the quantity of a product in a single order.
4. Your account
You can check out as a guest or create an account. An account lets you see your orders, save your addresses and collect Vape Club points. Keep your password private, and tell us straight away if you think someone else has used your account. Please give accurate details and keep them up to date.
You can close your account at any time by contacting us. We keep some records after an account is closed where the law requires it, such as order and VAT records. Our Privacy Policy explains how long we keep them.
We may suspend or close an account that is used fraudulently, to buy for someone under 18, or in serious breach of these terms.
Marketing emails
When you place an order, you can tick a box to receive emails from us about news, new products and offers. By ticking it, you also agree that we can see whether you open our emails and which links you click. We use this to send fewer emails that don’t interest you and to improve the ones we send. Every marketing email has an unsubscribe link, and you can also contact us to stop them at any time. Unsubscribing does not affect your orders, your account or your Vape Club points.
5. How the contract is formed
When you place an order, you are offering to buy the goods. We will email you to confirm we have received your order. That email is not our acceptance. The contract between us is formed when we email you to say your order has been dispatched, or that it is ready to collect.
We may decline an order before we accept it, for example if:
- we cannot verify your age;
- the item is out of stock;
- the item is shown at the wrong price (see section 6); or
- we suspect fraud.
If we decline an order, we will tell you and refund any payment in full.
Our stock is shared between the website and our three shops. Occasionally an item sells out in a shop just after you order it online. If that happens, we will tell you and offer a replacement, a wait until it is back in stock, or a full refund for that item.
6. Prices and payment
All prices are in pounds sterling and include VAT. Delivery charges are shown at checkout before you pay. The total at checkout is what you pay: we do not add hidden or compulsory fees.
We work hard to make sure our prices are right. If we find an obvious pricing error before we accept your order, we will contact you. You can then confirm the order at the correct price or cancel it for a full refund. If we accepted your order at an obviously wrong price that you should reasonably have spotted, we may end the contract and refund you.
We accept debit and credit cards through our payment provider, Worldpay. Card details go straight to Worldpay and are never stored by us. Your bank may ask you to confirm the payment (3-D Secure). Payment is taken when you place your order.
7. Product bundles, offers and discount codes
- Product bundles apply automatically in your basket once you have enough qualifying products. The qualifying products are shown on each bundle page. You can mix and match within a bundle unless the bundle page says otherwise.
- The bundle price is shared across the items in the bundle, and each item’s share is shown on your order. If you return some items from a bundle, we refund the share you paid for those items. We do not charge you extra for the items you keep.
- Offers last while stocks remain or until the end date shown.
- Only one discount code can be used per order unless the code says otherwise. Each code has its own conditions, such as an expiry date or minimum spend, shown when the code is issued.
- Bundles and codes cannot be exchanged for cash.
8. Delivery
We deliver to addresses in the United Kingdom. We do not currently ship outside the UK.
- Royal Mail Tracked 48: £3.95 for parcels up to 2kg. Free on orders over £30.
- Royal Mail Tracked 24: £4.99 for parcels up to 2kg. Free on orders over £100.
- Local delivery to SO40 and SO45 postcodes: £3.75. Free on orders over £25.
Heavier parcels cost more, and the exact charge is shown at checkout before you pay. Orders placed before 3pm Monday to Saturday are normally dispatched the same day. Later orders go out on the next dispatch day. We do not dispatch on Sundays. Delivery times are estimates, counted from dispatch. Full details are on our Delivery page.
If we have not delivered your order within 30 days of accepting it, or by any date we agreed with you, you can cancel and get a full refund. The goods become your responsibility once they are delivered to the address you gave us, or once you collect them.
Please check your address at checkout. We cannot change it after the order has been dispatched. If a parcel comes back to us because the address was wrong or incomplete, we will contact you. We can resend it for a further delivery charge, or refund you less the original delivery charge.
If a parcel arrives damaged or with items missing, please tell us as soon as you can. Telling us within 48 hours helps us claim from Royal Mail, but it does not limit your legal rights under section 11.
9. Click and collect
You can choose Store Pickup at checkout and collect your order from one of our shops. There is a £2 charge. Please wait for our email saying your order is ready before you visit, and bring your order number. You may be asked for ID (see section 2). If you have not collected your order within 14 days, we will contact you. If we cannot arrange collection, we will cancel the order and refund you for the goods.
10. Your right to change your mind
If you are buying as a consumer, you can cancel your order for any reason within 14 days. The 14 days start the day after you receive the goods. If your order arrives in more than one delivery, they start the day after you receive the last item. You can also cancel before your order arrives.
Items you cannot return once opened
For health and hygiene reasons, you cannot return these items under this right once you have unsealed them after delivery:
- e-liquids, nicotine shots and nicotine pouches whose seal or shrink-wrap has been broken;
- coils, pods and cartridges taken out of their sealed packaging;
- drip tips and mouthpieces taken out of their sealed packaging; and
- tanks, pods and devices that have been filled with liquid or used.
Unopened items in their original sealed packaging can be returned within the 14 days. This does not affect your rights if an item is faulty (see section 11).
How to cancel
Tell us clearly that you want to cancel. You can email info (at) whitevapeco (dot) uk, write to us at White Vape Co, 81 Long Lane, Holbury, Southampton SO45 2ND, or tell us in one of our shops. Please include your order number. You can use the model cancellation form at the end of these terms, but you do not have to.
You then have 14 days from telling us to send the goods back to White Vape Co, 81 Long Lane, Holbury, Southampton SO45 2ND, or to bring them to any of our shops. Unless the goods are faulty or not as described, you pay the cost of posting them back. We recommend a tracked service, because the goods are your responsibility until they reach us.
Your refund
We refund the price you paid for the goods, and our standard delivery charge. If you chose a more expensive delivery option, such as Tracked 24, we refund only the Tracked 48 price. If your order had free delivery, there is no delivery charge to refund. If you return only some items from a product bundle, see section 7.
We refund you within 14 days of receiving the goods back, or of you showing proof that you posted them, whichever is sooner. If you cancel before dispatch, we refund you within 14 days of you telling us. Refunds go back to your original payment method.
If you handled an item more than was needed to check it, and that has reduced its value, we may take the loss in value off your refund.
11. Faulty or incorrect goods
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not:
- within 30 days of delivery, you can reject the goods for a full refund;
- within 6 months, you are entitled to a repair or replacement. If that is not possible, or does not fix the problem, you are entitled to a refund or a price reduction. During these 6 months the fault is presumed to have been there on delivery unless we can show otherwise;
- after 6 months, you still have these rights for up to 6 years, but you may need to show the fault was there on delivery.
We pay reasonable return postage for faulty or incorrect goods. Please contact us before sending anything back, so we can tell you the best way to return it. We may ask for a photo or a description of the fault.
Normal wear is not a fault. Examples are a coil that has burnt out after normal use, or a battery that slowly holds less charge over time. Nor is damage caused by misuse, by not following the manufacturer’s instructions, or by using an incompatible charger. Some manufacturers give their own warranty as well. It is in addition to your legal rights, not instead of them.
12. Vape Club loyalty points
Vape Club is our free loyalty scheme for account holders. It works online, in our app and in our shops.
- You earn 2 points for every £1 you spend online or in our app, and 4 points for every £1 you spend in our shops. Points are added once your order is completed or collected.
- You can also earn points for joining, for referring a friend, for leaving product reviews, on your birthday, and on the anniversary of joining. The current amounts are shown on our Vape Club page.
- 100 points are worth £1. You can spend points once you have 500 or more, online, in our app or in our shops. If you turn points into a voucher, the voucher lasts 180 days.
- Points expire 6 months after the date you earned them. When you spend points, your oldest points are used first. Your balance is shown in your account.
- Points have no cash value and cannot be transferred or exchanged for cash.
- If you return or cancel an item, we remove the points you earned on it. If you paid with points, we add them back to your account.
- We may cancel points gained through fraud or misuse of the scheme.
- We may change or end the scheme. If we do, we will give you at least 30 days’ notice by email and on our website, and you can use the points in your account during that time.
13. Price match
Our price match guarantee is explained on our Price Match page. We match the price before you pay: at the till in our shops, or by messaging our team before you order online. We do not refund, credit or give Vape Club points for price differences after a sale.
14. Product reviews
Only customers who have bought a product from us can review it. Reviews must be your honest opinion and must not contain offensive material, personal information, links or mentions of other retailers. We check every review before we publish it, and we don’t publish reviews that break these rules. We never reject or edit a review because it is negative. Vape Club members receive points for leaving a product review, whatever the rating, and we say so next to the reviews. By posting a review, you allow us to show it on our website and in our app with your first name or display name.
15. Using our website and app
- You may use our website and app only for lawful purposes. You must not try to interfere with them, access them without permission, or copy their content for commercial use.
- The content, images, logos and design belong to us or our licensors, including the White Vape Co name and logo.
- We may change, suspend or withdraw parts of the website or app, for example for maintenance.
- Links to other websites are there for convenience. We are not responsible for their content.
- We send marketing emails and push notifications only as explained in our Privacy Policy, and you can switch them off at any time. Our Cookie Policy explains the cookies we use and how to change your choices.
16. Our responsibility to you
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it was obvious it would happen, or if we both knew it might happen when the contract was made.
We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for your legal rights in relation to the goods, and for defective products under the Consumer Protection Act 1987.
We sell to you for private use only. We are not responsible for any loss of profit, business or business opportunity.
17. Your personal information
We use your personal information as set out in our Privacy Policy, including the information used to check your age.
18. Complaints and disputes
If you are unhappy with anything, please contact us first. We aim to reply within 5 working days.
These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
19. Other important terms
- We may update these terms from time to time. The terms that apply to your order are the ones shown when you placed it.
- If a court decides any part of these terms is invalid, the rest still applies.
- If we do not enforce a right straight away, we can still enforce it later.
- Only you and we have rights under this contract.
Model cancellation form
You don’t have to use this form, but it has everything we need. Copy it into an email to us, or download it, fill it in and send it back.
