Return and Refund Policy


Here is a guide about situations where you can seek a refund and the details of the amount refunded to you in each scenario:

  1. If you cancel the order after placing it, and the warehouse team has not yet processed the order, you can get a full refund, including shipping charges.
    Note: Once the warehouse team has processed your order, you cannot cancel the order anymore.
  2. Refunds are only initiated if the received product is faulty or damaged, not for change of mind or flavour preferences. If the customer receives a product they don't like in terms of flavour or it doesn't match their preferences, a refund wouldn't be applicable. However, if they receive a different product than the one they ordered, then a refund would be applicable.
  3. After receiving the order, if you return the product within the due period and want a refund, you will receive a refund of the product value but no refund for shipping charges.
  4. If a customer has entered an incorrect address, the responsibility for any refund does not fall upon us.
  5. In case of parcel return due to an incorrect address, a refund will be processed for the total order amount, minus a deduction of £2.99 as a shipping cost.
  6. If a customer claims a parcel is lost but the courier partner provides legitimate proof of delivery to the designated location, no refund will be issued.
  7. If our customer support team requires any information to process the order, such as ID verification, and you are not willing to provide it, we will grant a full refund along with shipping charges and not process your order further.
  8. If any item in your order is out of stock, you will get a refund for the missing product and receive the rest, but if all the products in your specified order are out of stock, you will be eligible for a complete refund for cancellation of the order due to unavailability of stock.
  9. If you receive a product and it turns out to be faulty or does not work as required, you can contact our customer service. The customer support team might ask for a picture or video to further verify your complaint. Once we get the proof, you will receive a full refund without shipping charges.
  10. If you receive any order and the product(s) are damaged or leak, you will get a full refund without shipping charges.
  11. If any of the products in your order are missing, you can receive a complete refund, but without the shipping cost.
  12. You can also be served with discount codes as a quick resolution to any complaints, or we can also send replacements to you.

The refund time is 2 - 14 working days for the amount to reflect in the customer's account.

When you become eligible for a refund, you will receive the amount in the same account that you used to make the order payment from.

Refer to the following policies for further details about refunds and returns.


To send your item back, wait for the RMA form to arrive. Once you receive the form, ensure to fill it out accurately. After filling it, you can put it back in the return package.

1. Our goodwill guarantee: Vape At Door solely offers terms that reflect the goodwill guarantee to its customers, which are more benevolent than your legal rights under the Consumer Contracts Regulations. Our goodwill guarantee allows you to return the products within 30 days of delivery. Remember that the products must not be consumed and be fully sealed in the original packaging. This goodwill guarantee will not affect your legal rights concerning faulty or misdescribed products.

2. You cannot change or return the product once you have unsealed or consumed it.

3. How much time is required to change the product? Once you (or someone you nominated) receive the products, you will be given 30 days to reconsider your decision. For example, if you order your products and the delivery is split into several days over different dates, you will still get 30 days to change your mind from the day you received the last product on the last delivery day!

4. To return the product, you must contact us via email. Make sure to add a note with your name and order number. If you forgot your order number, just include your name and address. Also, write a reason why you are returning your products.

5. If you order something and then reconsider your decision, just send off the products within 14 days and inform us about your wish to cancel the contract. To ensure that our products are not lost, kindly send them via a traceable method. Make sure you have proof of sending the product. Remember, if you don’t have evidence, you will not get your money back. Also, we’ll only refund your amount when we receive our product.

6. We pay the cost of return: We’ll spend the cost of return under the following scenarios:

  • If you receive a faulty product or it lacks described features (In this case, avoid using the product).
  • Ending the contract because you have a delay in the product delivery due to circumstances beyond our control. Or we might inform you about the changes in the product or errors in the price or its description. Or there could be something wrong at our end that lets you make that decision.


Besides these scenarios, you must pay the return costs (including where you exercise your right to change your mind).

7. With our 28-day return policy, your faulty product can be returned; if a particular product features a warranty period that extends beyond this period, you can exercise it by contacting the manufacturer.

8. If you order a product and cannot pay the amount in due time, we must cancel your order. We may also cancel the order if you provide your correct address.

There is no RMA form required to initiate a return. The customer has to inform Customer Support regarding the return and should give the below information while returning the order/products:

  • Name
  • Registered Email Address or Cell number
  • Order Number
  • Reason for Return
  • Items Returned

There is no refund of shipping charges for returned items. Also, the customer has to bear the shipping cost while returning the product/order.

Customers can initiate a return within 30 days. It should be in proper packaging and should have not been used and must be in a resalable condition.

The customer needs to contact customer support for any further assistance while returning the order.