Refund and Returns Policy

As a leading provider of vape products, Elf Bar is dedicated to delivering top-quality electronic cigarettes that meet the needs and preferences of our valued customers. We understand that situations may arise where a refund or return is necessary, and we have established a clear Refund and Returns Policy to ensure a seamless and satisfactory experience for all vape enthusiasts. In this article, we will outline Elf Bar’s Refund and Returns Policy, detailing the eligibility criteria, procedures, and important considerations to facilitate a hassle-free process for our customers.

To qualify for a refund or return of vape products from Elf Bar, customers must adhere to the following eligibility criteria:

1. Unopened and Unused: Vape products must be unopened, unused, and in their original packaging to be eligible for a refund or return. Any products that have been opened, used, or tampered with may not qualify for a refund.
2. Within the Return Period: Customers must initiate the refund or return process within the designated return period, typically within 14 days of purchase. This timeframe ensures customers can assess the vape product and decide on a return.
3. Defective or Damaged: Products that are defective, damaged during shipping, or do not meet quality standards may be eligible for a refund or return. Customers should promptly notify Elf Bar of any such issues to start the resolution process.

Customers seeking a refund or return of vape products should follow these procedures for a smooth and efficient process:

1. Contact Customer Service: Customers should contact Elf Bar’s customer service team to initiate the refund or return process. Providing relevant details about the order, vape product, and reason for the refund or return request will help expedite the resolution.
2. Return Authorization: Upon approval of the refund or return request, customers will receive a return authorization and instructions on returning the vape product. It is essential to follow these instructions carefully to ensure the return is processed accurately.
3. Inspection and Resolution: Elf Bar’s quality control team will inspect the returned vape products to determine their condition and eligibility for a refund or replacement. Customers will receive notification of the outcome and the proposed resolution.

We provide a 90-day warranty for all electronic products from purchase. Our warranty covers mechanical and electrical failures within this period but does not cover external damage, general wear and tear, or accidental/liquid damage.

Please note that our warranty does not cover faults caused by accidents or misuse.

The warranty for these products will be void if there are visible signs of external damage or misuse.

If your product is outside of our 90-day warranty period, we recommend contacting the manufacturer directly, as most electrical products come with a 1-year manufacturer’s warranty.

All orders can be returned to us within 14 days of purchase.

If you change your mind and wish to return a product, you can do so within 14 days of purchase. In such cases, the returned product should be sealed in its original packaging and unopened. If the value of the item(s) you wish to return exceeds £50, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of returned items.

We can only accept returns once the seal on electronic liquids is fixed.

If you find items missing from your order, we strongly recommend rechecking the entire order, including all corners of the box and packaging materials used. Missing items are typically found within the original packaging.

We must be notified within three days of any incorrect or missing orders.

A comprehensive internal investigation will be conducted if you confirm that items are missing from your order. This includes checking all warehouse evidence records and raising disputes with the delivery courier. We must allow up to 5 working days to complete the investigation before sending any replacement items.

If you receive items damaged during transit, please notify us promptly. We will provide further instructions, as your items may be eligible for replacement or refund.

All damaged and defective items must be returned to us for inspection by our technical team.

If returned items are not in their original condition, we reserve the right to refuse returns or offer partial refunds based on our assessment.

If there are signs of external or accidental damage, we may refuse returns and return the items to you.

The buyer is responsible for any damage caused during transit due to improper packaging. We recommend taking photos before returning items.

We do not accept returns for clearance products; our warranty does not apply to these items.

In appropriate cases, we will attempt to repair defective products and then resend them. If repair is not possible, we will offer replacements or refunds.

Inspecting products and determining solutions may take up to 7 days.

If products are deemed defect-free after testing, we reserve the right to resend them in their original condition.

We strongly recommend inspecting products believed to be defective by third-party customers before returning them to us.

If you have any doubts about the products returned by your customers, you can only accept refunds or exchanges once the products undergo a thorough inspection. Customers should be informed of this process so that we can allow them sufficient time to investigate on your behalf.

If we need to refund defective, returned, or lost items, our primary option is to provide you with a gift card that you can redeem online on your next order.

Alternatively, we can refund the amount to your original payment account, which may take up to 5 working days.

Please note that refunds for orders via bank transfer will only be issued as a gift card.

Gift card balances must be used within six months from the issue date.

When requesting a refund or return of vape products, customers should keep the following key considerations in mind:

1. Packaging and Condition: Ensure the vape product is returned in its original packaging and in the same condition as when it was received to facilitate a smooth return process.
2. Timely Notification: Notify Elf Bar promptly if there are any issues with the vape product to expedite the resolution process and receive timely assistance.
3. Communication: Communicate openly with Elf Bar’s customer service team throughout the refund or return process to address any concerns or inquiries promptly.

Elf Bar is committed to providing exceptional customer service and ensuring customer satisfaction through our Refund and Returns Policy for vape products. We aim to handle refund and return requests with efficiency, transparency, and professionalism to effectively address the needs of all vape enthusiasts. If you have any questions or require assistance regarding our Refund and Returns Policy, please do not hesitate to contact our customer service team. Thank you for choosing Elf Bar as your trusted source for high-quality vape products.