Returns Policy & Process

Returns Policy & Process

  • If you are unhappy with your purchase, you are able to return your item for a refund or exchange within 14 days of receipt with a valid proof of purchase
  • If 14 days have lapsed, we are unable to offer you a refund or exchange
  • To be eligible for a refund or exchange, goods must be returned in a re-saleable condition – products must be returned unopened and unused, with the seals of any packaging still intact.  The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items
  • Please do not send your purchase back to the manufacturer
  • Please email us at before sending your item back to us at info@avapien.co.uk confirming your order number, name and address and why the item isn’t suitable.  Please note our returns address further down.

Refunds

  • We will acknowledge your return via email once it has been received and inspected.  We will also notify you if the refund cannot be processed.
  • Any approved refunds will be received via your original method of payment within 14 working days

Please be aware that partial or non-refunds could apply if:

  • Devices, tanks, coils, atomizers, batteries or other products have obvious signs of use- PLEASE SEE OUR WARRANTY SECTION FOR MORE DETAILS
  • Any item not in its original condition showing signs of damage or missing parts for reasons not due to our error
  • Eliquids are strictly non-refundable for health and safety reasons
  • 14 days have lapsed since you received your purchase

Late or missing refunds (if applicable)

  • If you have not received your refund within 14 working days of your refund acknowledgment, please email us at info@avapien.co.uk detailing your order number, name and address and we will track the refund for you
  • Please note some credit providers can have slightly longer processing times but we will do our best to resolve this as quickly as possible for you

Sale items 

  • Please note we do not offer refunds for sale items, unless they are faulty

Exchange (if applicable)

  • We will offer you a like for like replacement if your item has a manufacturer’s fault.  Please email us at info@avapien.co.uk with your order number, name and address detailing the fault so we can handle this as quickly as possible for you

Returns Address & Postal costs:

Kemp House, 152-160 City Road, London EC1V 2NX

Shipping

  • You will be responsible for paying for your own shipping costs for returning your item
  • Shipping costs are non-refundable

 If you are shipping an item over £50, we recommend using a trackable shipping service via Royal Mail or purchasing shipping insurance as we will not be held accountable for items not received or have gone missing.

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