Refund policy

Manual Dispute Resolution & Supplier Dependency There are no automated refunds at VAPEXPERIENCE. All claims are subject to a Manual Human Review process.

  1. Provider Binding Decision: As VAPEXPERIENCE operates on a drop-shipping model, any request for a refund, return, or replacement is strictly contingent upon the approval of our UK supplier (JM Wholesale Ltd).

  2. The "Back-to-Back" Rule: If our supplier refuses a claim for any reason (including but not limited to: expired warranty, lack of evidence, or policy exclusions), VAPEXPERIENCE will automatically deny the customer's claim. Our liability is strictly limited to what the supplier is willing to reimburse. If the supplier does not pay us, we do not pay you.

  3. Strict Exclusions: Due to health and hygiene regulations, e-liquids, disposable vape pens, CBD products, and opened hardware are non-returnable and non-refundable under any circumstances.

  4. Evidence Requirement: Customers must provide high-quality video/photographic evidence of any defect within 48 hours of receipt. Failure to provide sufficient evidence as requested by our human review team will result in the immediate closure of the case without further recourse.

Mandatory Deductions and Partial Refund Policy

Please be advised that VAPEXPERIENCE does not issue full refunds for returned items, failed deliveries, or cancelled orders that have already entered the international logistics chain. All approved refunds are subject to a Mandatory Restocking and Administrative Fee. The minimum deduction is 25% of the total order value; however, VAPEXPERIENCE reserves the right to deduct the full actual cost of international logistics, customs handling, and non-refundable payment processing fees from the final amount.

As we subsidise international shipping to offer competitive retail prices, these operational costs are non-recoverable. This non-negotiable deduction covers:

  • Logistics Subsidies: The real, non-recoverable costs associated with international transport, warehouse handling, and courier surcharges.

  • Customs & Duty Management: Fees incurred during the processing of international shipments and potential return-to-sender charges.

  • Processing Fees: Non-refundable transaction and currency conversion fees charged by payment gateways and Shopify.

  • Manual Verification & Mediation: The cost of human labour required to manually review each case and mediate between the customer and our UK-based suppliers.

Original shipping costs are strictly non-refundable. By completing your purchase and ticking the Terms & Conditions box, you expressly acknowledge and agree that any potential refund will be partial. The refund will reflect the net value of the product only, excluding all operational, transit, and administrative expenses incurred by VAPEXPERIENCE.


By purchasing from VAPEXPERIENCE and completing the payment, you accept the applicable T&Cs.