Refund policy

Thank you for shopping with Scarlett Vapes. This policy sets out your rights and our procedures for returns and refunds, in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Your statutory rights are not affected.

Your right to cancel (14-day cooling-off period)

You have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, contact us at info@scarlettvapes.co.uk or 020 8616 9699 within 14 days of delivery.

This right does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. This includes:

  • E-liquids with broken safety seals
  • Pods and prefilled pods once opened
  • Coils, mouthpieces or drip tips once used
  • Any vape product where the manufacturer's safety seal has been broken

Eligibility for a change-of-mind return

  • The item must be unopened and in its original sealed condition
  • All original packaging and accessories must be included
  • You must tell us within 14 days of receiving the item, and send it back within 14 days of telling us
  • Please include your order number

How to start a return

  1. Email info@scarlettvapes.co.uk or call 020 8616 9699
  2. Include your order number, the item(s) and the reason
  3. We'll confirm and send you return instructions

Contacting us first helps us process your return quickly.

Returns address:
Scarlett Vapes Ltd
75 Beckenham Road
Beckenham
BR3 4PT

Damaged, faulty or incorrect items

Please check your order on arrival. If anything is damaged, faulty or incorrect, let us know as soon as possible with photos and your order number. We'll arrange a replacement or full refund at no cost to you, in line with your rights under the Consumer Rights Act 2015.

Items we cannot accept back (unless faulty)

  • Opened or used vape products
  • E-liquids with broken safety seals
  • Used pods or coils
  • Gift cards

Refunds

For cancellations, we'll refund the item price plus the original standard delivery charge within 14 days of receiving the goods back (or proof you've sent them, if sooner). Refunds go to your original payment method. Your bank may take a few extra days to show it.

For faulty items, we'll refund within 14 days of agreeing the refund.

Return shipping costs

  • Faulty, damaged or incorrect item: we cover return postage
  • Change of mind: you pay return postage

Exchanges

To swap an item, return the original and place a new order.

Contact us

Scarlett Vapes Ltd
Email: info@scarlettvapes.co.uk
Phone: 020 8616 9699
Website: scarlettvapes.com