Returns & Refunds Policy

Last updated: 13 September 2025

At HookahVape.uk, we want you to shop with confidence. This policy sets out your rights under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel (Cooling-off Period)

For online orders, you have the legal right to cancel within 14 calendar days from the day you receive your items.

• You must notify us within this period by emailing contact@hookahvape.uk.
• Once your cancellation is confirmed, you have a further 14 days to return the products.
• Items must be returned in the same condition as received: unused, unopened (where applicable), with all original packaging and labels.
• If you are returning due to a change of mind, return postage costs may be your responsibility.

2. Exclusions from Returns

For hygiene and safety reasons, certain items cannot be returned if they have been opened or used, unless faulty. This includes:

• E-liquids, cartridges, and pods (if seal is broken)
• Coils, drip tips, and other consumables (if packaging is opened)
• Personalised or custom-made products
• Gift cards

3. Faulty or Incorrect Goods

If you receive a faulty, damaged, or incorrect item:

• Contact us at contact@hookahvape.uk immediately (ideally within 48 hours of delivery) with details and photos.
• Within 30 days of receipt: you are entitled to a full refund or a replacement.
• After 30 days and up to 6 months: we will offer a repair or replacement in line with UK consumer law.
• If repair or replacement is not possible, you may be entitled to a partial refund or price reduction.
• Return costs for faulty or incorrect goods will be covered by us.

4. How to Return an Item

1. Email contact@hookahvape.uk with your order number and reason for return.
2. We will provide a Return Authorisation (RMA) and instructions.
3. Send your package securely to:

Items returned without prior authorisation may not be accepted.

5. Refunds

• Once your return is received and inspected, we will notify you of the outcome.
• Approved refunds will be processed to your original payment method within 14 days.
• We will also refund the cost of standard delivery (if paid initially). Upgraded shipping options are non-refundable.
• If the returned item shows signs of use beyond normal inspection, a deduction for diminished value may apply.
• If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@hookahvape.uk.

6. Exchanges

The quickest way to get the item you want is to return the original (once authorised) and place a new order. For faulty items, we may arrange a direct replacement.

7. Contact Us

For any questions about returns, exchanges, or product concerns, please email us at:
📧 contact@hookahvape.uk