TERMS & CONDITIONS

Totally Vapour Ltd

Last updated: 8 May 2026  |  Company No. 08694450  |  VAT No. GB187544959

1. About These Terms

These terms and conditions (‘Terms’) govern the supply of products (goods, digital content and services) by Totally Vapour Ltd to you. Please read them carefully before placing an order. By placing an order with us, you confirm that you have read, understood and agree to be bound by these Terms.

If you think there is an error in these Terms, please contact us before placing your order.

Consumer or Business?  Some provisions of these Terms apply differently depending on whether you are purchasing as a consumer (an individual buying for personal, non-commercial use) or as a business. Where this is the case, it is clearly indicated.

2. Who We Are & How to Contact Us

We are Totally Vapour Ltd, a company registered in England and Wales.

When we use the words ‘writing’ or ‘written’ in these Terms, this includes emails. If you contact us by email or post, please include your order number to help us assist you efficiently.

3. Our Contract With You

3.1 Acceptance.  Your order is an offer to purchase. A legally binding contract is formed when we send you an email confirming acceptance of your order.

3.2 Rejection of orders.  We may decline your order if: the product is out of stock; we cannot meet a specified delivery deadline; we identify a pricing or description error; age verification cannot be confirmed; or for any other lawful reason. If we decline your order, you will not be charged.

3.3 Order number.  We will assign an order number to every accepted order. Please quote this number in all correspondence with us about your order.

3.4 Age restriction.  All products containing nicotine or intended for use with e-cigarettes are restricted to persons aged 18 or over. By placing an order, you confirm that you are at least 18 years of age. We use Agechecked to verify age at checkout.

4. Our Products

4.1 Vaping Devices, E-Liquids & Accessories

Please read the following important information carefully before using our products:

• Products must be used strictly in accordance with the instructions provided. Contact us at support@totally-vapour.co.uk if you have any questions.
• The majority of our e-liquids contain nicotine, which is a toxic and addictive substance. Nicotine-containing products are intended for use only by adult committed smokers. They are not suitable for non-smokers, persons under 18, pregnant women, or individuals with certain medical conditions (including heart disease, diabetes, high blood pressure, emphysema or asthma) unless approved by a GP.
• Our products are NOT smoking cessation aids and have not been approved by the MHRA, EMA or FDA for that purpose. They are not intended to treat, prevent or cure any disease, condition or addiction.
• E-liquid containing nicotine can be fatal if ingested by a child. All products must be stored safely, out of reach of children and animals at all times.
• Skin contact with e-liquid should be avoided. In the event of skin contact, wash thoroughly with soap and water. If contact occurs with the eyes, rinse thoroughly and seek medical advice.
• Do not eat, drink or smoke when handling e-liquids. Wash hands thoroughly after handling.
• We cannot accept liability for personal injury arising from failure to follow product warnings or instructions.

4.2 Batteries & Charging

• Batteries must only be charged using the charger supplied with the product. Do not use mobile phone adaptors or other non-compatible chargers.
• Never leave batteries charging unattended or for prolonged periods.
• Charge batteries on a non-combustible surface only.
• Do not expose batteries to extreme temperatures or moisture.
• Do not carry batteries loose in pockets or bags alongside metal objects. Use non-conductive storage containers.
• Inspect batteries before charging. Dispose of any damaged battery safely; do not charge it.
• We cannot accept liability for personal injury caused by failure to follow these warnings.

4.3 Product Images & Packaging

Images on our website are for illustrative purposes only. Actual product colours and packaging may vary. We make every reasonable effort to display colours accurately but cannot guarantee exact colour reproduction on all devices.

5. Changes to Your Order

To request a change to your order, contact us as soon as possible. We will confirm whether the change is possible and advise of any impact on price, delivery timings or other terms. If the change is not possible or its consequences are unacceptable to you, you may end the contract (see Section 8).

6. Our Right to Make Changes

6.1 Minor changes.  We may make minor changes to a product or these Terms to reflect changes in law, regulatory requirements, or to address security issues, without prior notice.

6.2 Significant changes.  Where we make a significant change to a product or these Terms, we will notify you in advance. You may then contact us to end the contract before the change takes effect and receive a refund for any products paid for but not yet received.

6.3 Digital content updates.  We may update digital content from time to time. Updated content will always match the description provided at the time of purchase.

7. Delivery

7.1 Delivery costs.  Delivery costs are displayed on our website and confirmed at checkout.

7.2 Delivery timeframes.  Estimated delivery times are displayed during the order process. We aim to dispatch all orders promptly, and will notify you of the expected delivery date when your order is confirmed.

7.3 Delays outside our control.  If supply or delivery is delayed due to circumstances beyond our control (e.g. severe weather, carrier disruption), we will contact you as soon as possible. We will not be liable for such delays, but if the delay is substantial you may contact us to cancel your order and receive a full refund.

7.4 Failed delivery.  If no one is available to accept delivery and the goods cannot be posted through your letterbox, our carrier will leave a card explaining how to rearrange delivery or collect from a local depot.

7.5 Uncollected orders.  If you do not rearrange delivery or collect your order within a reasonable time, we may contact you for further instructions. We reserve the right to charge reasonable storage or re-delivery costs. If we cannot reach you, we may end the contract and issue a partial refund (see clause 10.2).

7.6 Risk and ownership.  Risk in the goods passes to you on delivery. Ownership passes once we have received payment in full.

7.7 Late delivery rights.  If we miss the agreed delivery deadline, you may treat the contract as ended immediately if: (a) we have refused to deliver; (b) delivery within the deadline was essential and we were aware of this; or (c) you told us before we accepted the order that delivery by that date was essential. In other cases, you may set a new reasonable delivery deadline and cancel if we miss it. We will refund any amounts paid for undelivered goods and cover return costs where applicable.

8. Your Right to End the Contract (Consumers Only)

This section applies to consumers only and does not apply to trade sales.

8.1 When you can end the contract: 

• The product is faulty or misdescribed (see Section 11)
• We have done something wrong or told you about a change you don’t agree to (see clause 8.2)
• You have changed your mind within the cooling-off period (see clause 8.3)

8.2 Ending due to our fault.  If you are ending the contract because of something we have done (e.g. material change you disagree with, pricing error, significant delay, suspension of supply for over 56 days, or breach of contract), the contract ends immediately and we will refund you in full. You may also be entitled to compensation.

8.3 Cooling-off period (Consumer Contracts Regulations 2013).  For most online purchases, you have 14 days from the day you receive your goods to change your mind and cancel, without giving a reason.

8.4 Exceptions to the cooling-off right.  The 14-day right to cancel does not apply to:

• Digital content once you have started downloading or streaming it
• Services once fully completed
• Products sealed for health or hygiene reasons once unsealed
• Sealed audio, video or software once unsealed
• Products that become inseparably mixed with other items after delivery

8.5 Split deliveries.  If your order arrives in multiple deliveries, your 14-day cancellation period begins on the day the last delivery is received.

9. How to End the Contract & Returns

This section applies to consumers only and does not apply to trade sales.

9.1 How to cancel.  Contact us by:

• Phone: 0121 706 3332
• Email: support@totally-vapour.co.uk (include your name, address, order number and phone number)
• Post: Totally Vapour Ltd, 76a Wharfdale Road, Tyseley, Birmingham, West Midlands, B11 2DE

9.2 Returning goods.  If products have already been dispatched or received, you must return them within 14 days of notifying us of your cancellation. You may return goods in person to our store or post them to our address above.

9.3 Who pays return costs.  We will cover return costs if: the goods are faulty or misdescribed; we have caused the issue; or you are exercising your statutory cooling-off right. In all other cases, you are responsible for return postage.

9.4 Refunds.  We will refund you using the same payment method you used. Refunds include standard delivery costs (we will not refund premium delivery upgrades). We may reduce your refund to reflect any diminishment in the value of goods caused by handling beyond what would be permitted in a shop.

9.5 Refund timing.  If exercising your right to change your mind, we will process your refund within 14 days of receiving the returned goods (or evidence you have sent them). In other cases, within 14 days of your cancellation notice.

9.6 Business Returns Policy

The following applies to trade customers only:

• We operate a no-returns policy for trade customers except where: items not on the purchase order have been sent; goods arrive damaged due to our dispatch error; goods are subject to a safety or public policy recall; or goods are faulty (our standard warranty applies).
• Goods whose packaging has been tampered with or which have been used will not be accepted for return.
• To initiate a return, contact our team to obtain a Returns Merchandise Authorisation (RMA) number. Return the goods at your expense, clearly labelled with an explanation. We will inspect the goods and either replace them or issue a credit at our discretion.

10. Our Right to End the Contract

10.1 We may end the contract if you: 

• Fail to pay when due and do not pay within 7 days of a reminder
• Fail to provide information necessary for us to fulfil your order within a reasonable time
• Fail to accept delivery or collect goods within a reasonable time

10.2 Compensation.  If we end the contract due to your breach, we will refund any advance payments for goods not yet provided, but may deduct or charge reasonable compensation for costs we incur as a result.

10.3 Withdrawing a product.  We may discontinue a product by giving you at least 14 days’ notice in writing. We will refund any advance payments for products not yet delivered.

11. If There is a Problem With Your Product (Consumers Only)

This section applies to consumers only and does not apply to trade sales.

If you have a complaint or concern about a product, please contact us by phone on 0121 706 3332 or by email at support@totally-vapour.co.uk.

We are under a legal duty to supply products that conform to our contract with you. Your key legal rights under the Consumer Rights Act 2015 are summarised below.

To return a rejected product, you may bring it to our store, post it to us, or (where it is not suitable for posting) allow us to arrange collection.

12. Price & Payment

12.1 Pricing.  All prices include VAT and are shown clearly on our website at the time of ordering.

12.2 VAT changes.  If the VAT rate changes between your order date and the supply date, we will adjust your invoice accordingly, unless you have already paid in full.

12.3 Pricing errors.  If we discover a pricing error after you have ordered, we will contact you before processing your order. Where a lower price was displayed, we will honour it. Where the correct price is higher, you may choose to proceed or cancel. If a mispricing was obvious and should reasonably have been apparent to you, we may end the contract and refund you in full.

12.4 Payment methods.  We accept Visa, Mastercard, Maestro and PayPal. Payment is collected at the point of dispatch.

12.5 Invoice disputes.  If you believe an invoice is incorrect, contact us promptly. We will not apply interest on disputed amounts while they are being investigated.

13. Our Liability

13.1 Consumer Customers

The following applies to consumers only:

• We are responsible for foreseeable loss or damage that results from our breach of these Terms or our failure to exercise reasonable care and skill.
• We do not limit or exclude liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your statutory rights under the Consumer Rights Act 2015; or defective products under the Consumer Protection Act 1987.
• If defective digital content we supply damages your device and this is caused by our failure to use reasonable care and skill, we will repair the damage or pay compensation.
• We only supply products for domestic and private use. We are not liable for any business losses (lost profit, revenue, data, opportunity or goodwill) if you use our products for commercial purposes.

13.2 Business Customers

The following applies to trade customers only:

• Our total liability to you for all claims arising out of or in connection with a contract shall not exceed 100% of the price paid by you for the products in question.
• We are not liable under any circumstances for: loss of profits, revenue, sales or business; loss or corruption of data; loss of business opportunity; loss of anticipated savings; loss of goodwill; or any indirect or consequential loss.
• Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of title under the Sale of Goods Act 1979, or defective products under the Consumer Protection Act 1987.
• Except as expressly stated, we give no warranties or representations in relation to the products, and all implied terms are excluded to the fullest extent permitted by law.

14. Personal Data

We will use the personal information you provide to process and fulfil your order, take payment, and (where you have opted in) keep you informed about similar products and offers.

We handle all personal data in accordance with our Privacy Policy, available at totally-vapour.co.uk. For full details of how we use your data, your rights, and how to contact us regarding data matters, please refer to that policy.

We may pass your personal information to credit reference agencies where we extend credit to you. We will only share your data with other third parties where required or permitted by law.

15. Other Important Terms

15.1 Transferring the contract.  We may transfer our rights and obligations under these Terms to another organisation and will notify you in writing. This will not affect your rights. You may not transfer your rights or obligations to another person without our written consent, except that you may transfer any guarantee to a new owner of the relevant product.

15.2 Third party rights.  This contract is between you and us only. No third party has any right to enforce its terms (except as described in clause 15.1 in relation to guarantees).

15.3 Severability.  Each clause of these Terms operates independently. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue in full force.

15.4 Waiver.  If we delay or fail to enforce any right under these Terms, this does not mean we have waived that right. We may still enforce it at a later date.

15.5 Governing law.  These Terms are governed by the law of England and Wales. You may bring legal proceedings in the English or Welsh courts. If you live in Scotland, you may also use the Scottish courts. If you live in Northern Ireland, you may also use the Northern Irish courts.

15.6 Alternative dispute resolution.  If you are not satisfied with how we handle a complaint, you may wish to use an alternative dispute resolution (ADR) service. ADR allows an independent third party to consider your dispute without going to court. We will provide details of our ADR provider on request.

15.7 Online dispute resolution.  The European Commission’s Online Dispute Resolution (ODR) platform is available at ec.europa.eu/consumers/odr. While this is primarily an EU tool, UK consumers may also find it useful depending on the circumstances.

16. Rewards Points / Loyalty Scheme

The following terms apply to the Totally Vapour Rewards Club (‘Programme’). These terms supplement, and should be read alongside, our main Terms and our Privacy Policy. By creating a Totally Vapour account, you accept these terms. We may update these terms from time to time; continued use of your account following any update constitutes acceptance of the revised terms.

16.1 Eligibility

• You must be an individual aged 18 or over with a valid email address to participate.
• You may update your personal details at www.totally-vapour.co.uk.

16.2 Earning Points

• Points are earned based on qualifying spend on the Totally Vapour website from the date you become an account holder.
• Points are issued once all qualifying orders have been dispatched. You will receive an email notification when points are credited (if you are opted in to marketing emails).
• We reserve the right to change earning rates at any time. Changes will be published on our Loyalty Rewards page.

16.3 Redeeming Points

• Points may be redeemed against any eligible order on our website.
• You may redeem up to 100% of an order’s value using Reward Points.
• A minimum of £5 worth of points must be accumulated before redemption.
• Points cannot be redeemed on JUUL products or in conjunction with other promotional codes (except bonus reward point offers).
• Points have no cash value and are non-transferable.

16.4 Expiry

• Accrued points expire after 12 months of inactivity (no points spent).

16.5 Returns

• Returns and cancellations involving Reward Points are subject to our standard returns policy.

16.6 Suspension & Termination

We reserve the right to suspend or terminate a Member’s Reward account immediately if we reasonably believe that these Terms have been breached, or if the Member has been involved in theft, misconduct, fraud, or abusive behaviour towards us or our staff.

We reserve the right to modify, suspend or terminate the Programme at any time at our sole discretion.

16.7 Business Sale or Transfer

If Totally Vapour is sold or if the Programme is transferred to another company, we may transfer all rights and obligations under these Terms and all Member data to the new owner without further consent. Such a transfer will not alter the rights of Members until the new owner updates these Terms.

16.8 Liability

Our liability under the Rewards Programme is limited to crediting a Member’s account in accordance with these Terms. Nothing in these Terms limits our liability for death, personal injury or fraud.

Totally Vapour Ltd  |  76a Wharfdale Road, Tyseley, Birmingham, B11 2DE  |  info@totally-vapour.co.uk