Returns Policy

We want you to be happy with your order. If there’s a problem, here’s how our returns policy works.

Our Returns Policy at a Glance

Our returns policy gives you 14 days from delivery to report a faulty or incorrect item, and we’ll sort a replacement or refund. Because of hygiene and regulatory rules around vaping products, we can’t accept returns simply because you’ve changed your mind once an item has been opened or used — this is standard across UK vape retailers, not something specific to us.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, email us at shop@ohhvapesofscotland.co.uk (or use our Contact page) within 14 days of delivery and we’ll arrange a replacement or refund. Let us know the order number, which item is affected, and what’s wrong with it — a photo helps us diagnose hardware faults faster and often means we can send a replacement without asking you to post anything back first.

Change of Mind

Due to hygiene and regulatory reasons, opened e-liquids and used devices cannot be returned unless faulty. This is in line with standard UK e-commerce practice for age-restricted, single-use-once-opened products, and it protects every customer from receiving previously used stock. Unopened, unused items in original packaging can usually still be returned within 14 days — get in touch and we’ll confirm.

How Refunds Are Processed

Once a return or fault is approved, refunds are issued to your original payment method and typically show up within 3–5 working days, depending on your bank or card provider. Replacements are dispatched using the same delivery method as your original order unless you ask us to change it.

Know Your Rights

Beyond our own returns policy, UK consumers also have statutory rights under the Consumer Rights Act for goods that are faulty, not as described, or not fit for purpose — see gov.uk’s consumer protection guidance for the full detail. Our policy is designed to work alongside those rights, not instead of them.