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In stock at our Leicester and Coventry stores. Click & collect available!
In stock at our Leicester and Coventry stores. Click & collect available!

Returns and Refunds

Returns and Refunds

This page explains how returns and refunds work at Touch of Vape, including your legal cancellation rights, what can and cannot be returned, and how to send an item back. Please read it before you order, and contact us if anything is unclear.

Our policy

If you buy from us online, you have the right to cancel your order within 14 days of receiving it, under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the item to us. This is your "cooling-off" period and applies to most online purchases.

Because vape products carry health and hygiene considerations, the cooling-off right is limited for certain items. Under the same regulations, we cannot accept the return of products that are sealed for hygiene reasons once that seal has been opened. In practice this means:

  • Unopened, sealed items only for change-of-mind returns — devices and e-liquid must be unused and in their original sealed packaging.
  • Faulty items are always returnable, whether opened or not. This is separate from the cooling-off right and is covered by the Consumer Rights Act 2015.

If you simply want a different flavour or strength and the item is still sealed, that is fine within the 14-day window. If you have opened or used a product and it is not faulty, we are unable to accept it back for hygiene and safety reasons.

How to return an item

  1. Contact us first. Email internetsales@touchofvape.com or call us (numbers below) before sending anything back. Tell us your order number, the item, and whether it is a change-of-mind return or a faulty item. We will confirm whether the item is eligible and how to proceed.
  2. Package the item. Return the product unused, in its original sealed packaging where the hygiene rule applies, with all parts and accessories. Include your order number or a copy of your confirmation so we can match the return to your order.
  3. Send it to our returns address. Post the item to:

    Touch of Vape Returns
    Unit 2 Forge Corner,
    Enderby Road,
    Blaby,
    Leicester,
    LE8 4FZ

    For change-of-mind returns the cost of return postage is the customer's responsibility. For faulty items we will cover the return cost.
  4. We process your refund. Once we have received and checked the item, we will refund you within 5 working days to your original payment method (see Refund timing below).

What can and cannot be returned

Item Returnable?
Sealed, unopened devices and kits ✓ Yes — within 14 days, unused and sealed
Unopened, sealed e-liquid bottles ✓ Yes — within 14 days, unused and sealed
Faulty items (any product) ✓ Yes — always, separate from the 14-day right
Opened e-liquid ✗ No — hygiene reasons
Used coils or used pods ✗ No — hygiene reasons
Used batteries ✗ No — safety reasons

Faulty items

If an item develops a fault or arrives damaged, please contact us first so we can sort it out. Faulty items can be returned regardless of whether they have been opened, under the Consumer Rights Act 2015.

You can also bring a faulty item into either of our stores. If you would prefer, our team can test the item in person at our Leicester (Blaby) or Coventry store to confirm the fault and discuss a repair, replacement or refund.

Refund timing

Once we have received your return and checked the item, we will issue your refund within 5 working days. Refunds are made to the original payment method used for the order. Depending on your bank or card provider, it may take a few additional days for the money to appear in your account.

Contact us

For anything about a return or refund, contact us before sending an item back:

  • Email: internetsales@touchofvape.com
  • Leicester (Blaby) store: 0116 278 0777
    Unit 2, Forge Corner, Enderby Road, Blaby, Leicester, LE8 4FZ
  • Coventry store: 024 7650 2777
    173 Daventry Road, Coventry, CV3 5HF
  • Store hours: Monday to Friday 9am–6pm, Saturday 9am–5pm, closed Sunday.

This page sets out our returns and refunds process. It does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. See also our Privacy Policy and Terms of Service.

For adult smokers and vapers only. All orders are age-verified. 18+.