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We know how frustrating it can be when something isn't quite right with a delivery or if your vape kit becomes faulty. On this page you will find answers to the most frequently asked questions including essential information on how to return a product. If you'd like to speak to a friendly member of our customer service team, please click the Contact Us button at the bottom of this page.

You can return an item by getting in touch with our customer service team, Monday to friday, either via live chat, email or telephone. Once the reason for return is confimed and the return is approved, we will send you out a returns form to print and complete. Please send the item back to the address on the form along with completed document (A handwritten note with the information required on the form is acceptable if you dont have means of a printer).

Please Note: Most manufacturers require the serial number of the returned product to accept the transaction this is usually found on the packaging of the device. Therefore we recommend that you keep all original packaging for the life span of your product.

We aim to resolve all returns queries within 24hours after receiving the returned item. Our customer service team are trained to effectively reach an agreeable outcome as quickly and simply as possible to achieve minimal inconvenience for the customer.

Please inspect your items as soon as they arrive. All damage must be reported within 48 hours of receipt of delivery. Please take pictures of the damage/how the items have arrived, as this will help in our teams investigation to assist you with your return. In some cases we may require the item/s to be returned back to us, therefore we recommend you please do not dispose of the items and keep hold of them until the case is resolved.

As well as damaged items, missing items must also be reported within 48 hours. Once reported we will investigate our stock levels and check our packing station CCTV to find out what went wrong so we can resolve the issue and work towards improving our service so this does not happen again.

On the rare occasions an item does arrive damaged or an item is missing, as long as the appropriate information is provided we can usually offer a replacement or refund which can be discussed with our customer service representatives once your return is approved.

Although most manufacturers use rigorous quality control methods before shipping their prodcuts, occasionally a customer can receive a brand new but faulty product. Under UK law, all electronic items possess a 6 month warranty from the date of receipt for any fault not caused by the following: Misuse, wear and tear, accidental damage, neglect. Since disposable pod kits are single use, consumable products however, they do not come with a warranty.

If your product is faulty please contact our customer service team via live chat where we can help you to resolve the issue or potentially offer a replacement or refund.

Our high street stores operate separately from our online store. While purchases made from any one of our high street stores can be returned to any other of our physical stores (Excluding Minworth), orders made online must be returned to our distribution centre through our customer service department. Get in touch via Email, telephone or live chat for more help with a return.

Please note: Attempts to return online orders to our physical stores will not be handled by the store staff. You will be referred to our customer service team.

You have 14 days to return anything you decide you no longer want. The items must be sealed (Where applicable), in the original packaging, un-damaged and in a condition that is deemed re-sellable. Please contact us via email, live chat or telephone to arrange a return.

Unfortunately, we are unable to accept returns on eliquids that have been used or where the tamper seal has been damaged. This is due to health and safety reason.

If you have received an item in error, please contact us within 48 hours of receipt and we will arrange a return of the incorrect item where applicable and arrange for the correct item to be sent to you. In same cases you may be offered a refund on the item. To ensure a smooth and efficient solution, please take a photo of the item received in error if possible. This can then be emailed to us or sent via our live chat when reporting the issue.

Please take care to inspect your items on arrival and before use. If an incorrect item is used by mistake a return/refund may not always be possible.

If you have purchased an item from us that is prohibited in your country it will be returned to us automatically, or on rare occasions disposed of by customs. When we receive the order back we will refund you with the total order value minus any charges incurred on our account which included return carriage, original postage and any handling fees, this refund will only be processed once we get the fees back from the courier which can take an unspecified amount of time.

Evolution Vaping LTD do not accept responsibility for any delays or issues caused by customs or international laws on prohibited products. It is down to the customer themselves to ensure they are allowed to import the items before placing an order, and that they are prepared to settle any customs/duty fees that may also be charged by their country on arrival.

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