Refund policy

Refund & Returns Policy

Last updated: October 2025

Thank you for shopping with Hookah Vape UK.
We want every customer to be satisfied with their purchase. This policy explains your rights and our procedures for returns, exchanges, and refunds, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Eligibility for Returns

You may return most new, unused, and unopened items purchased from HookahVape.uk within 14 days of delivery for a refund or exchange.
To be eligible for a return:

  • The item must be in its original, unopened packaging, and in the same condition as received.

  • A valid proof of purchase (order number or invoice) is required.

We cannot accept returns that do not meet these criteria.

2. Exclusions

For health and safety reasons, the following items are non-returnable once opened or used:

  • E-liquids, coils, pods, and disposable vapes

  • Mouthpieces and hygiene-sensitive accessories

  • Any product showing signs of use, damage, or tampering

Faulty products are handled separately under Section 4 below.

3. Return Procedure

  1. Contact our Customer Support team at contact@hookahvape.uk within 14 days of receiving your order to request a return authorisation.

  2. Once approved, we will provide instructions and a return address.

  3. Pack items securely, including your order number and contact details.

  4. Ship your return using a tracked postal or courier service; we recommend DPD, Royal Mail Tracked, or similar.

Customers are responsible for return shipping costs unless the item is faulty or sent in error.

4. Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or not as described:

  • Notify us within 7 days of receipt via contact@hookahvape.uk.

  • We may request photographic evidence to expedite the claim.

  • Upon confirmation, we will offer a replacement or full refund, including delivery costs.

Products deemed defective will be tested and assessed before a refund or replacement is issued.

5. Refunds

  • Approved refunds will be processed within 5–10 business days after we receive and inspect the returned item(s).

  • Refunds are issued to the original payment method only.

  • Delivery fees (£7.99 Standard DPD) are non-refundable, except where the return is due to our error or a faulty item.

You will receive an email confirmation once your refund has been completed.

6. Exchanges

If you would like to exchange an unopened item for another product, please return the original product in accordance with Section 3 and place a new order on our website.

7. Cancellations (Cooling-Off Period)

Under UK consumer law, you have the right to cancel your online order within 14 days of receipt without giving any reason.
To exercise this right:

  • You must inform us in writing at contact@hookahvape.uk within the 14-day period.

  • Products must be returned within 14 days of notifying us.

  • Refunds will be made within 14 days of receiving the returned goods.

8. Exceptions

We reserve the right to refuse refunds for:

  • Items returned beyond the permitted timeframe;

  • Items not in resalable condition;

  • Repeated return requests are deemed unreasonable or abusive.

9. Contact Information

For all return, refund, or exchange enquiries, please contact:

📧 contact@hookahvape.uk
📍 Hookah Vape UK, 22 Cedar Road, MK420HR, United Kingdom

We aim to respond to all customer service emails within one business day.

10. Policy Updates

We may update this Refund & Returns Policy from time to time to reflect operational, legal, or regulatory changes.
The latest version will always be available on hookahvape.uk with the most recent “Last updated” date displayed above.