The Ace of Vapez Return’s Policy
Faulty Items:
Hardware (Kits and mods):
We offer a 6 months warranty on all regulated box mods and electronic cigarettes where found faulty. If the item is found to be faulty we are happy to refund or exchange.
Coils:
If you have ordered the wrong coils and kept the packaging unopened we are happy to process a refund or exchange. If the packaging has been opened and found faulty with its first use please fill out the returns form and include it when sending this back to us. We will test the coil and get back to you whether there is a coil fault. If there’s no fault found or we can see that the coil has been used over a course of time we are not able to refund due to health and safety.
Tanks:
Our returns policy does not include tanks which have leaked e-liquid due to incorrect assembly or coil insertion. Please ensure the correct coils are fitted, the vg/pg ratio is suitable for the coil used and the tank is fitted correctly.
E-Liquid:
Our warranty does not extend to e-liquid items due to the nature of the products. For health and safety reasons, as well as hygiene, we cannot offer warranty. Unless our staff determine that the item received is the incorrect item or if there are any other extenuating circumstances we will refund. If we have sent the wrong e-liquid by mistake please do not open it and let us know so that we can exchange the items. We are unable to refund If you do not like the flavour or if you have opened the bottle.
Batteries/ Chargers:
The following batteries have a 30-day warranty if charged with an external charger:
- 18350
- 18650
- 20700
- 21700
Unfortunately, our warranty does not cover damaged USB charging ports.
Disposables:
Unfortunately, we cannot refund or exchange disposables as they are classed as ‘dead on arrival’. Please be aware that the number of puffs advertised is estimated by the manufacturer.
Clearance stock stated OOD:
We are unable to refund items if they state that they are OOD
Unwanted Items:
If you would like to return an item as you have simply changed your mind please ensure that the packaging is intact and unopened. Please follow the return instructions down below.
How to do a return:
If you wish to return an item to The Ace of Vapez, please contact us via 01902 302 058 or retail@taovdistro.co.uk as some issues can be resolved over phone and email. This will allow your order to be tracked as it's returned and significantly speeds up the return process.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with all included parts present and in its original packaging. You’ll also need the receipt or proof of purchase. Please remember to include your name, address and order number in your return to help us locate the origin, this will really help speed up the process and forgetting could cause severe delays on traceability which will be out of our control.
To start a return, you can contact us at retail@taovdistro.co.uk. Please note that returns will need to be sent to the following address:
F.A.O
The Ace Of Vapez Online Retail Returns
Unit 29 Planetary Industrial Estate
Planetary Road
Willenhall
Wolverhampton
WV13 3XA
We also heavily recommend that when returning items to us, you send via Royal Mail Recorded (signed for) - this covers you to avoid lost/missing items.
You can always contact us for any return question at retail@taovdistro.co.uk.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at retail@taovdistro.co.uk.