WARRANTY & PRODUCT RETURNS
To be eligible for a return, your item must be unused and in the same condition that you received it. All hardware must be in the original packaging, including any outer sleeve as these contain the product serial numbers. We cannot accept any hardware back without this. You are welcome to keep any free gifts or samples – those are yours!
Please email us with your return request, including your original order number and the reason you would like to return any or specific items from your order. We will reply with further instructions on how your items can be sent back (subject to returns approval).
If your return is approved, please ensure your items are well packaged so they don’t get damaged on their way back to us.
Totally Vapour Batteries have a finite life span. They are under warranty for 60 days starting from the date of receipt. This warranty is void if the unit has been broken due to mishandling and/or tampering.
Totally Vapour Clearomizers, Atomizers, Disposable Vapes, Coils and Tanks are consumable items and are not covered under warranty. However, if they are deemed to be Dead on Arrival (faulty on receipt) and we are notified within 7 days of you receiving them, we may replace them at our discretion.
E-Liquids and Disposable Vapes are a consumable item, sold in either sealed bottles or sealed plastic and are not covered under warranty. The only exception to this rule is in the case of a manufacturing fault, or shipping error on our part, in which case we will replace them.
Some goods are exempt from being returned due to hygiene reasons. These include:
- Opened e-liquids
- Tanks / Atomisers / Pods which have been filled with liquid, used or removed from their sealed packaging.
- Vape Kits which have been filled with liquid or used
- Drip tips (mouthpieces)
- Opened coils or pods.
- Disposable Vapes.
One Year (12 Months) Limited Warranty
Totally Vapour chargers, charging cases and wall adaptor plugs are covered by a warranty period of one year (12 months) from the date of purchase. If an item has an electrical fault such as, but not limited to, failure to emit charge, we will replace it.
Any issues pertaining to user error such as, but not limited to, physically mishandling the item will result in the warranty being void.
If you ordered the wrong product, we can exchange it as long as it is safely returned to us unopened and unused within 14 days of receipt. We do kindly ask that you pay for the return postage and packaging. Please contact customer services and request an RMA Number to ensure a speedy turn-around.
Totally Vapour Limited reserves the right to change our warranty conditions without notice. We also reserve the right to refuse items returned to us which do not fulfil the requirements stated above, or if the correct RMA process has not been followed.
Warranties are not guarantees and only cover manufacturing faults. Damage, wear and tear or any subsequent damage that may occur are not covered under the warranty.
Conditions of Returns
In order to return a product, you must have a Returns Merchandise Authorisation (RMA) Number from a member of our Customer Service Team. Any unsolicited or unauthorised returns sent to us will be disposed of.
Returns MUST be received within 10 working days of the RMA Number being issued. If an item is not returned within this time frame, we will no longer be able to accept it.
Once we have received the returned item, we will fully test it to verify the fault. Please allow up to 5 working days for it to be checked and the replacement dispatched or credit issued.
Should we discover that there is not a fault, or that it has been caused by user error, we will not issue a replacement or raise a credit. You will then have 14 days to either collect the item or we will dispose of it.
Totally Vapour are not responsible for reimbursing any shipping cost for returning items.
Totally Vapour are not responsible for items that get lost in transit. Therefore, we suggest sending returns via a trackable service and ensuring the correct amount for postage is paid.
Please ensure your returned items are packaged securely and sent to the following address, with the RMA number clearly written on the outside:
Totally Vapour Returns
76a Wharfdale Road
Please include a copy of your purchase receipt and details of the fault.