Return & Refund Policy

We offer a 30-day return policy, as long as products meet the criteria outlined below.

Return Eligibility

To qualify for a return, your item must:

  • Be unused
  • Be in its original packaging
  • Be in the same condition you received it in
  • Include all components (if it’s a kit or bundle)

Items that have been opened, used, or tampered with may not be returned. 

How to Return Products? 

Contact Us First

Before sending anything back, email us at ( info@mavapour.co.uk ) or call us directly at (01492 330670) during business hours.

When you reach out, include the following:

  • Your full name
  • Your order number
  • The name of the product you want to return
  • Reason for the return

We’ll reply within 1 working day with further instructions. If your request is approved, you’ll receive the return details and shipping guidance.

Where to Send Returns

Please send your return using a tracked postal service. This protects both sides in case something goes missing in transit.

Return Address: 11 Cefn Rd, Old Colwyn, Colwyn Bay, LL29 9PN, United Kingdom  (Ma Vapour)

Note: Customers are responsible for the shipping cost. We do not offer pre-paid return labels at this time.

Can I Return Faulty Items?

Yes. 

According to UK Consumer Rights law, customers are entitled to a refund, repair, or replacement for faulty goods within a reasonable timeframe. We take this responsibility seriously and always aim to resolve faulty product issues.

If you believe your item is faulty, please contact us as soon as possible.

What We’ll Need:

  1. Your order number
  2. A short description of the issue
  3. Photos or a short video (if the issue is visible)

Once we’ve confirmed the fault, we’ll offer one of the following options:

  • A replacement (if the product is still in stock)
  • A refund via your original payment method
  • A store credit or voucher

Note: We are not liable for the return of any product that is physically damaged.

Items That Cannot Be Returned

Some items cannot be returned for hygiene and safety reasons, even if they are unused. These include:

  • Opened bottles of e-liquid
  • Used tanks or pods
  • Coils (including opened packs)
  • Drip tips (mouthpieces)
  • Any item without its original sealed packaging
  • Vape kits that show signs of use or have been filled with e-liquid
  • We also don’t accept returns of physically damaged products.

Note: E-liquid bottle purchases are non-returnable, whether they’re opened or not.

Refund Processing

After receiving your return item, we’ll check whether it meets our criteria or not. If yes, we’ll begin processing your refund. Note that:  

  • All refunds go back to the original payment method you used at checkout.
  • Most refunds are processed within 4–6 business days, depending on the customer's bank policy after approval.
  • We’ll cover the delivery cost only if we’ve made a mistake, like sending you the wrong product.

We’ll email you once the refund has been initiated.

Can I Cancel My Order?

Yes, but only if it hasn’t been dispatched yet. However, you can still return it within 30 days as long as it meets the conditions mentioned above.

Late or Missing Refunds

If you haven’t received your refund after 4-6 business days of confirmation:

  1. Check your bank account again
  2. Contact your bank or credit card provider
  3. If it’s still not there, get in touch with us and we’ll look into it for you

Need More Help?

We want your experience with Ma Vapour to be fair and simple. If you’ve read through this policy and still have questions, we’re happy to help.

Email: info@mavapour.co.uk
 Phone number: 01492 330670 

Opening times:

Mon to Fri 9-6pm

Saturday 9- 5pm

Sunday 10-4pm