VAPEHQ Returns Policy

by Josh Bramley

Stores Returns Policy -

Please ensure the returns process is fully completed when sending items back to us through Netsuite.

https://5732226.app.netsuite.com/app/login/secure/privatelogin.nl?c=5732226

(Which can also be found on the B2B website under your account balance)

Returns must be sent back to Head Office within 2 months of the customer returning them. This helps us maintain our targeted 14-day turnaround time.

Please ensure the RA number is clearly included inside and on the outside of the box, and that you print out a copy of the RA to include within the box

 

 

Warranty Conditions

VapeHQ will only accept products that are within the manufacturer’s warranty period at the time the faulty item was returned to the store.

Generally, this applies to:

  • Devices

  • Kits

  • Prefilled Kits (not replacement pods)

Tanks and Pods are only covered against manufacturing defects (e.g. machining faults).

If a product does not come with a warranty, we are unable to accept it back.

Please ensure all products are returned with:

  • Original packaging

  • Faulty device

  • Copy of the Exchange receipt / Original receipt

Without these, we may be unable to credit your returns.

 

 

Returns from Other Stores

If a customer presents a device that was purchased from another VapeHQ store, and:

  • The device is still within the manufacturer’s warranty period, 

  • The customer can provide the original proof of purchase (receipt),

  • Complies to usual returns procedures (including original box etc)

You may accept the device for warranty processing.

This helps uphold company values and ensures consistency across all VapeHQ locations.

If you exchange a customer’s device that was originally purchased from another store, you will still receive the correct credit for completing the exchange in your store once it’s set back to Head Office.

If in doubt, feel free to call Head Office on 01623 657085 for further assistance.

 

 

Warranty Periods by Brand

6 Months+

  • Innokin – 7 Months

  • iQOS – 12 Months (handled directly with iQOS, not VapeHQ)

6 Months

  • Aspire

  • QSeries (If the extended warranty is activated following instructions inside the box)

3 Months

  • All other brands

  • Geek Vape

  • Oxva

  • QSeries (If the extended warranty isn’t activated)

  • Vaporesso

  • VooPoo

Tanks: Manufacturing defects only which must be shown and proven by the customer at the time of purchase, examples including faulty seals.

 

Important Return Requirements

  • If a device is replaced without packaging, the faulty device must be returned in the replacement packaging which matches the colour/specification of the device.

  • Returns without a box/sleeve containing the serial number cannot be accepted.

  • If a device is sent back as a kit but only the mod is returned, credit may be issued for the kit minus the tank price.

 

 

VapeHQ Top Tips

  • Keep the box and sleeve and bring them in if there is a problem.

  • Take care with the USB port.

  • Avoid pulling on the charging cable while plugged in.

  • Use the cable provided and the charging plug we sell.

  • Warranty leaflets are available on the Franchise for free under “Sundries > HQLabs”

 

 

Battery Cells

Battery cells do not carry a warranty.

Please follow standard battery safety procedures:

  • Keep out of direct sunlight

  • Store in a cool, dry place (5°C–25°C)

  • Do not expose to water

  • Store cells in a protective case when not in use

 

 

E-Liquid Returns

(Example: Incorrect strength purchased.)

We will accept returns of e-liquids (and prefilled pods) only if they are:

  • Unopened

  • Untampered

  • In resellable condition

  • Approved by Head Office in advance


 

 

Please Note

The warranty is the manufacturer’s warranty (not VapeHQ’s). We must follow the manufacturer’s guidelines at all times.

The warranty covers manufacturing faults only. If a device shows signs of significant physical damage, we may be unable to process the claim.

 

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