Refund & Return Policy

We offer a voluntary 30-day return policy for eligible purchases made by retail consumers and business customers, including wholesale customers. This means you have 30 days after receiving your item to request a return, subject to the eligibility requirements, exclusions and customer-specific rights set out below.

Nothing in this policy limits or excludes any statutory rights available to consumers under applicable law.

To be eligible for a return under our voluntary 30-day return policy, your item must be in the same condition that you received it: unworn, unused and unopened, with all tags, seals and original packaging intact. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@vapeaurawholesale.co.uk. Our team will provide you with all the necessary return instructions by email.

Once your returned item has been received and inspected, an approved refund will be processed within 14 calendar days. 

If your return is accepted, we’ll send you a return shipping label, where applicable, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@vapeaurawholesale.co.uk.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions and Non-Returnable Items

Certain types of products cannot be returned, including:

• Products that have been opened, used or activated;

• Products with broken or removed seals;

• E-liquids, rechargeable vapes, pods, coils and other consumable vape products that have been opened;

• Personal care or hygiene-sensitive products;

• Custom-made, personalised or special-order products;

• Perishable goods;

• Hazardous materials;

• Flammable liquids or gases;

• Gift cards; and

• Clearance or final-sale products.

These exclusions apply to change-of-mind returns and do not affect your rights where an item is faulty, damaged, incorrectly supplied, not as described, or where a return is otherwise required by applicable law.

For change-of-mind returns, customers are responsible for return shipping costs unless we agree otherwise or applicable law requires us to cover them. We will cover reasonable return costs for faulty, damaged or incorrectly supplied items. Where required by applicable law, eligible consumer refunds will also include the standard outbound delivery charge.

Please get in touch if you have any questions or concerns about your specific item.

Sale items and gift cards are generally non-returnable, except where the item is faulty, damaged, incorrectly supplied, or where a return is otherwise required by applicable law.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK and European Union 14-Day Cooling-Off Rights

UK and European Union consumers who purchase eligible goods online, by telephone or through another distance-selling method may have the statutory right to cancel their order within 14 days of receiving the goods, without providing a reason.

After notifying us of the cancellation, the consumer must return the goods within the period required by applicable law. These statutory rights are separate from, and are not reduced by, our voluntary 30-day return policy.

The cancellation right may not apply to certain sealed, hygiene-sensitive, personalised, perishable or other exempt products once they have been opened, unsealed, used or activated, where permitted by applicable law.

For purchases made in a physical retail store, change-of-mind returns are accepted under our voluntary 30-day return policy, subject to the eligibility requirements and exclusions stated in this policy.

This section applies to consumers only and does not apply to purchases made wholly or mainly for business purposes.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved or not.

If approved, you’ll be automatically refunded to your original payment method within 14 calendar days.

Please remember that it can take some additional time for your bank, credit card company or payment provider to process and post the refund.

If you have not received confirmation that your refund has been processed within 14 calendar days of approval, please contact us at info@vapeaurawholesale.co.uk 

At Vape Aura Wholesale, customer satisfaction is our priority. Please review our additional refund terms below:

If you no longer wish to proceed with your order before it has been dispatched, you may request a cancellation and refund.

In the event that the device, product, flavour, strength or variation you ordered is unavailable, our team will first offer a suitable alternative.

If you choose not to replace the unavailable item with another device, product, flavour, strength or variation, you will be entitled to a full refund for the unavailable item or items.

Once your refund has been processed, it typically takes 3 to 7 business days for the funds to be reflected in your original payment method. The exact timeframe may vary depending on your bank or payment provider.

Refunds will always be issued to the original payment method used to place the order.

If you have any questions regarding your return or refund, please contact our customer support team at info@vapeaurawholesale.co.uk, and we’ll be happy to assist you.