In case you change your mind about your purchase, please make sure you return it in its original condition and we will exchange or refund it for you.
Unless the item happens to be faulty, this should be within 14 days of receiving the order. Original condition means that the item has to include original packaging, the item is undamaged and in a sellable condition.
Once the item is returned to us, we will refund back to original purchase method. This includes items purchased in and vape deal or clearance sale.
What can’t be returned?
The below items are excluded from our goodwill returns policy unless faulty or not as described
Coils
Opened bottles of liquid
Personalised products
This does not affect your statutory rights.
Terms and Conditions
If you happen to have changed your mind about an item, you can return it, provided that it is in sellable condition, for an exchange or refund. Unless faulty this should be done within 14 days of receiving the item.
We will refund back to original method of payment; this includes any items on sale.
Unwanted items when we mention sellable condition we expect this to mean;
- Original packaging
- Undamaged (excludes normal examination of the product as you might have done in store)
For online and telephone orders items we will refund delivery provided all the order is returned. If you are returning some of your items, then we will only refund the total cost of the returned items.
This does not affect your statutory rights
Payment Methods and Refund
When returning an item, the chosen payment method at the time of the purchase of your item, will determine how your refund is processed.
Credit / Debit Card – Your refund will go back to the same card you purchased on.
PayPal – This will be debited into your PayPal account straight away.
Gift-card or Online Credit – This credit will be added back onto your account and will be available to use against your next purchase.
Returning a non Faulty Product
When shopping with us over the phone or online you’ll be pleased to know that you are covered by the Consumer Contracts Regulations 2013. These regulations have been set-up for you to be able to cancel your order if the goods aren’t what you expected. After all, we do all make mistakes now and again
This regulation allows you to return an item to us up to 14 days after delivery. During this time, you must make sure you look after the product(s). Items when returned to us must be in a sellable condition and including original packaging.
You’ll be refunded back to your original payment method including postage. We will process your refund as soon as the item has come back to us. It can take up to 5 days for your bank to transfer the funds to you but this is bank dependant.
To find out how to return to us free of charge please contact us with your order number or email address at 0800 999 3357 or email us at Info@lite-up.co.uk
These regulations do not apply to coils or juices as these are perishable items and also doesn’t apply to items that have been personalised.
This doesn’t affect your statutory rights
Returning a Faulty Item
As we all know sometimes there are manufacturing faults in items that stop them working. We like to make sure that this is resolved with minimum of fuss and time for our customers.
In the unlikely event your item does stop working there is a 6-month warranty on our products (not including coils and liquids, see below). During this time, we can offer a refund or exchange on faulty items.
If you contact us at the support by phone, email or online chat we can go through any fixes for the item and make sure with you that the item is faulty, we don’t want you to send something back when it may have been accidently put into sleep mode for example.
Once we have made sure the item was faulty we will then send over the details on how to get the item back to us along with the free returns postage label.
The above does not apply to coils and juices as these are perishable items.
International Returns
Please refer to returning and item not faulty and also faulty for terms of returns.
Posting back an international return
Before posting an item back to us please contact us to confirm the return. We will refund any postal charges you incur to return the items. Please note that this refund will be in sterling and may therefore not equate exactly to the amount paid owing to exchange rates.
The refund will be completed within 4 days of the item being received back to us.
