Refunds And Returns

Here at Promax Vapes we believe in transparent and fair service, which is why we provide a straightforward returns policy, to ensure that you can be satisfied with each and every order from us.

The items available for sale on our site are described as accurately as possible, however, please note that images are for illustration purposes only and products may occasionally vary in appearance.

OUR RETURN PROCESS

Prior to contacting us regarding a faulty or damaged product, please obtain as much information as possible including pictures where applicable. This will help us to get the situation resolved as quickly as possible.

To open a return, please contact us via email at promaxvapes@aol.com or you can call us in business hours Monday to Friday, alternatively you can use the live chat feature on our website and we will endeavour to get right back to you.
We will then review your return request for approval and send you instructions for return.

Please make sure to include the order number in all correspondence regarding returns.

If you have received items that were damaged in transit, please get in contact with us as soon as possible. We will advise you of the next steps. The goods may be eligible for replacement or refund.

Errors and shortages must be notified within 3 days of receipt.

Once the returned item(s) has been received, our team will process the return and provide a resolution. Please allow up to 5 working days for the return to be processed.

WARRANTY

We provide a 90-day warranty for all electronical goods from the date of purchase. Our product warranty provides cover for mechanical and electrical breakdown, but will be limited to 90 days and will not cover cosmetic damage, general wear or accidental/liquid damage.

Your warranty does not cover faults caused by accident or misuse.

If there is any visible outer damage or signs of misuse, then your warranty will be voided for these products.

If your product has exceeded our 90-day warranty, we would advise you to contact the manufacturer directly, as the majority of electrical products come with a 1-year manufacturer warranty.

In the event that you have received a faulty item, you must notify us within 30 days of the goods being received. If you inform us of the faults after the 30 day period, then we are unable to accept returns.

All Disposable Vapes have a 30 days no quibble returns policy if the item is faulty. (please contact us and we will endeavour to replace / refund the item)

CHANGED YOUR MIND?

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

If you change your mind and wish to return the goods you purchased, you can return them within 14 days from the date of purchase. In this instance, the returned products should be sealed in their original packaging and unopened. If you are returning an item over the value of £50, we recommend that you use a trackable shipping service or purchase shipping insurance. We cannot provide a guarantee that we will receive your returned item.

We cannot accept e-liquids once their seals have been opened.

MISSING ITEMS 

Should you notice missing items from your order, we would highly recommend checking the full order once again and to inspect all corners of the box and packaging material used. Missing items are often found within the original package.

We must be notified within 3 days of receipt regarding any order errors or shortages.

FAULTY OR DAMAGED ITEMS

In the event that you have received items that have been damaged in transit, please inform us as soon as possible. We will advise you of the next steps, as your goods may be eligible for replacement or refund.

Damaged and faulty items must be returned to us for inspection by our technical team. If the returned item is not in its original condition, we reserve the right to refuse the return or to provide a partial refund based on our assessment.

Should there be signs of cosmetic or accidental damage, then we may refuse the return and send the item back to you. You the buyer are responsible for any damages incurred during transit due to inappropriate packaging. We would advise taking photographs prior to sending the return.

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

Where appropriate, we will attempt repairs to faulty products which can then be re-sent. If repair is not possible, we will provide a replacement or refund. It may take up to 7 days to inspect the product and come to a resolution.

Should the product be deemed non-faulty after testing, we reserve the right to re-send the product in its original condition.