Returns & Refunds
Changed your mind? Our published Returns policy and Terms & Conditions offer UK customers a 30-day goodwill return period for unopened, unwanted goods. Items returned under this additional goodwill offer must be unused, in their original condition and packaging, including any serial-number sleeve. This goodwill offer is separate from, and does not reduce, your statutory rights. For most online purchases, you can tell us you wish to cancel within 14 days of receiving the goods and then have a further 14 days to send them back. You do not need to give a reason when exercising this statutory cancellation right. Hygiene-sealed products The statutory change-of-mind right does not apply to goods sealed for health protection or hygiene reasons if the seal has been broken after delivery. This may include sealed e-liquids, mouthpieces, coils, tanks, pods or kits, depending on the product and its seal. This restriction does not remove your rights where goods are faulty, unsafe, not as described or otherwise do not meet legal requirements. How to arrange a return or cancellation Contact info@wildfirevape.co.uk or call 01323 920040 . Give your name, order number and details of the item. You may also submit an available request through your account . Ask us to confirm the return arrangements and postage method. You do not have to wait for permission to notify us of a statutory cancellation. If an order has not yet been dispatched, we will try to stop it; if it has left, the returns process may be necessary. Pack the item securely. Include a note with your name and order number, and keep proof of posting. We recommend a tracked or signed-for postal service. Returns address: Wildfire Vape 50 High Street Newhaven East Sussex BN9 9PA United Kingdom Our published terms provide for return postage through Royal Mail. Please contact us to arrange the appropriate service before paying for postage yourself. Where goods are faulty, incorrect or not as described, we will meet reasonable necessary return costs as required by law. Do not post damaged batteries without obtaining safe-return instructions. Faulty or incorrect items Contact us as soon as you discover a problem. We may be able to help without requiring a return. Photographs and your order details can help us identify an incorrect item or fault. Our existing policy describes a three-month product warranty. That warranty is additional to your legal rights, not a deadline after which those rights end. Goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and timing, you may be entitled to a refund, repair or replacement under the Consumer Rights Act 2015. Sale and clearance items have the same statutory rights as full-price items. You do not lose those rights solely because you opened the packaging to discover a fault. Refunds Refunds are made to the payment method used for the original purchase. Approval of a return request is not confirmation that money has already been refunded; we will confirm the outcome separately. For a statutory cancellation, we refund the amount due, including the cost of our least expensive standard delivery option where applicable, within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. Extra costs for an upgraded delivery service need not be refunded. Where permitted by law, a deduction may be made for handling beyond what would be reasonably allowed in a shop. Once a refund is issued, your payment provider may take up to five working days to show it in your account. If it has not arrived, contact us first so we can check the refund, then contact your payment provider if necessary. Exchanges and questions Please contact us to arrange an exchange or discuss a return from outside the UK. We will explain the available options and any applicable delivery arrangements. Nothing in this policy excludes or restricts your statutory rights. For more detail, read our Terms & Conditions .
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