Last updated: 27 September 2026
If something isn’t right, or you’ve changed your mind, this page explains what to do. The full rules are in sections 10 and 11 of our Terms and Conditions. Nothing here affects your legal rights.
Changed your mind? You have 14 days
You can cancel an online order for any reason within 14 days, starting the day after you receive it. Tell us by email at info (at) whitevapeco (dot) uk, by phone on 0330 380 0657, or in any of our shops. Please include your order number.
You can use our cancellation form if you like. It isn’t required, but it has everything we need:
You then have a further 14 days 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. You pay the return postage, and we recommend a tracked service.
We refund the price of the goods and our standard delivery charge within 14 days of receiving them back, or of you showing proof of posting. Refunds go back to the card you paid with.
Items you can’t return once opened
For hygiene reasons, you can’t return these under the 14-day right once you have unsealed them:
- 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 are fine to return. None of this applies if the item is faulty.
Returning part of a multibuy deal
The deal price is shared across the items in the deal, and each item’s share is shown on your order. If you return some of them, we refund the share you paid for those items. We don’t charge you extra for the items you keep.
Faulty, damaged or wrong item
If an item is faulty, arrives damaged or isn’t what you ordered, please contact us before sending anything back. We may ask for a photo or a short description. We pay reasonable return postage.
- Within 30 days of delivery, you can have a full refund.
- Within 6 months, you are entitled to a repair or replacement. If that doesn’t work, you can have a refund or a price reduction.
- After 6 months, you still have rights for up to 6 years, but you may need to show the fault was there on delivery.
Normal wear isn’t a fault. Examples are a coil that has burnt out after normal use, or a battery that slowly holds less charge. Nor is damage caused by misuse or by an incompatible charger.
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 doesn’t limit your rights.
Bought in one of our shops?
The 14-day right to change your mind applies only to online orders. If something you bought in a shop is faulty, your rights are the same as above. Bring the item and your receipt to any of our shops.
Returns address
White Vape Co, 81 Long Lane, Holbury, Southampton SO45 2NDPlease include your order number, and tell us whether you are cancelling or returning a faulty item.
