Returns Policy
Returns & Refunds
14-day cooling-off on sealed devices. Faulty items covered. Fair, clear, and built around UK consumer law.
We want you to be happy with your purchase. If you're not, we're here to help — subject to the conditions below.
01Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days from the day after delivery to cancel your order for any reason. You do not need to give us a reason.
To exercise your right to cancel, you must notify us in writing (email is fine) within the 14-day window. Simply contact us at support@herbvape.co.uk stating your order number and that you wish to cancel.
02Conditions for Return
To be eligible for a return under the cooling-off period, the item must be:
- Unused and in its original, sealed condition — the hygiene seal must not be broken or tampered with
- Returned in the original packaging with all accessories, manuals, and materials included
- Free from damage, marks, odour, or signs of use
We inspect all returned items. If an item is returned in a condition that reduces its value (e.g. missing packaging, visible use, broken seal), we reserve the right to deduct a reasonable amount from your refund to reflect the loss in value.
03Hygiene Exemption — Used Vaporisers
Important: Dry herb vaporisers are classified as sealed goods that are not suitable for return due to health protection and hygiene reasons once the seal has been broken or the device has been used.
Under Regulation 28(3)(b) of the Consumer Contracts Regulations 2013, your right to cancel does not apply once:
- The device has been powered on and used with any material
- The hygiene seal on the packaging has been broken or removed
- Any mouthpiece, chamber, or airpath component has come into contact with plant material or vapour
This means that once you have used the device, we cannot accept a change-of-mind return. We encourage you to read our detailed product guides and reviews before purchasing to ensure the device is right for you.
04How to Request a Return
- Email us at support@herbvape.co.uk within 14 days of delivery, including your order number, the item(s) you wish to return, and your reason (optional but helpful).
- Wait for confirmation — we will reply within 2 business days with return instructions and, where applicable, a prepaid return label.
- Post the item — pack it securely using the original packaging. You are responsible for the item until it reaches us.
Do not send items back without contacting us first. Returns sent without prior authorisation may be delayed or refused.
05Return Shipping
The customer is responsible for return postage costs unless we are providing a prepaid label at our discretion. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
We will provide a prepaid return label at no cost to you.
06Refunds
Once we receive and inspect your return, we will process your refund within 14 days. Refunds are issued to the original payment method. Please allow an additional 3–5 business days for the funds to appear in your account depending on your bank or card provider.
If a partial refund is applied due to diminished value (see Section 02), we will notify you before processing.
07Faulty or Defective Items
This policy does not affect your statutory rights under the Consumer Rights Act 2015. If your item is faulty, not as described, or not fit for purpose:
You are entitled to a full refund.
If repair or replacement is not possible, you are entitled to a full refund.
You may need to demonstrate that the fault was present at the time of delivery.
To report a fault, email us at support@herbvape.co.uk with your order number, a description of the issue, and photos or video if possible. We aim to respond within 2 business days.
08Exchanges
We do not offer direct exchanges. If you'd like a different product, please return the original item under this policy and place a new order.
09Non-Returnable Items
The following items cannot be returned under any circumstances (except where faulty):
- Used vaporisers where the hygiene seal has been broken (see Section 03)
- Accessories that have been used (mouthpieces, screens, chambers, dosing capsules)
- Gift cards
- Items purchased in a sale or clearance event (unless faulty)
10Late or Missing Refunds
If you haven't received your refund within the expected timeframe:
- Check your bank or card statement again
- Contact your bank or card provider — processing times vary
- If you've done both and still haven't received your refund, contact us at support@herbvape.co.uk
We're here to help.
Email us with your order number and we'll get back to you within 2 business days with instructions and, where applicable, a prepaid return label.
support@herbvape.co.ukWe aim to respond to all enquiries within 2 business days.
This policy was last updated on 15 April 2026 and applies to all orders placed on or after this date. This policy does not affect your statutory rights.