Refund and Returns Policy

If you’re not completely satisfied with your purchase, you may return it in its original condition* within 14 days for an exchange or refund. Here’s a quick guide on how to proceed and what you need to know about returns and exchanges.

How to Initiate a Return

Please contact us with your order number and relevant information using either:

Eligibility for Returns

  • Return Period: Items must be returned within 14 days of receiving your order.
  • Condition Requirements: *Items should be unopened, in their original packaging, undamaged, and in a resaleable condition.

Exclusions

For health and safety reasons, the following items cannot be returned unless faulty:

  • Tanks or Kits that include Tanks (e.g. Pod Kits)
  • Drip tips
  • Opened bottles of e-liquid
  • Disposables
  • Personalised products

Clearance Items:

  • Items purchased from the clearance section of the site are non-refundable and cannot be exchanged.

E-Liquid:

We’re happy to exchange unopened bottles for a different nicotine strength or flavour of equal value within 30 days of purchase.

Please note:

  • Opened bottles of e-liquid cannot be returned.
  • The security seal must be intact.
  • E-liquids or disposables sold as “past best before date”, “expired”, or “clearance” are non-returnable.

Coils:

Coils are a consumable part of your device and have a limited life span.

  • You should always ‘prime’ (soak) a new coil for at least 15 minutes before vaping as per manufacturers recommendations.
  • In the unlikely event that you receive coils that are DOA (Dead-On-Arrival) we require that you contact us within 48 hours of delivery with proof of the issue and we will rectify it as best we can.

Disposables:

For both hygiene reasons and due to the consumable nature of disposable devices, once the packaging is opened they are not covered by any warranty.

Terms and Conditions

  • Refund Method: Refunds will be issued as either store credit or to the original payment method.
  • Online Orders: If you return the entire order, we’ll also refund the delivery charge. For partial returns, we’ll refund the cost of the returned items only.
  • Sellable Condition: *Items are unopened, undamaged, and in original packaging.

Faulty Devices

Devices can only be returned after the 14-day period if they are genuinely faulty. Changing your mind does not qualify for a return.

What You’ll Need:

  • Proof of Purchase: Receipt or order confirmation dated within the last 6 months
  • Original Packaging: Including accessories where applicable
  • Description of the Fault: Including proof if possible

Important Notes on Device Returns

  • Accidental Damage: We cannot accept returns for physical damage, liquid damage, or USB port damage. USB ports are particularly fragile, so please handle them carefully.
  • Signs of Misuse: If a device shows signs of being dropped or misused, we reserve the right to refuse the return.
  • Device Unsuitability: If a device isn’t performing as expected, let us know! We’ll try to help you optimise it to suit your preferences.

Return Window for Faulty Devices

  • Within 30 Days: If a genuine fault is identified, we will refund or replace the device.
  • Between 30 Days and 6 Months: You’re entitled to a repair or replacement but not an automatic refund, these returns will be evaluated on a case by case basis.

Intermittent issues

  • For “intermittent” faults that cannot be immediately identified we may request that the device is left with us for 24 hours to allow us time to test, verify the issue, and record evidence of the fault.

Consumer Rights Act 2015

All products are sold in satisfactory condition, fit for purpose, and as described. This policy does not affect your statutory rights.

Disclaimer

Winchester Vapourium is not responsible for injury, damage, or loss resulting from the use of the products we sell. Use our products responsibly and ensure you are of legal age to purchase these products.

We are here to help if you have questions or issues with your purchase. Contact us or visit us in-store to discuss your options.