Returns and Replacements
Here at Digital Mess vapes (DM-Vapes) we believe in transparent and fair trading, 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
- To open a return, please Fill out the contact us below and state that you would like to return/refund.
- We will then review your return request for approval and send you instructions for return.
- 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.
No returns will be accepted for disposable vape products that are subject to the vape ban, except as required by law (e.g. for faulty or damaged items). All purchases of such items are considered final, and any return requests will be evaluated solely in accordance with statutory obligations.
Warranty
We provide a 30-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 30 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 30-day warranty, we would advise you to contact the manufacturer directly, as the majority of electrical products come with a 1-year manufacturer warranty.
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 2 days of receipt regarding any order errors or shortages.
In the event that you do confirm missing items from your order, a full internal investigation will need to be raised from our side. This includes checking all warehouse evidence records and raising a dispute with the delivery courier. We must allow up to 5 working days for this investigation to conclude before any replacement items can be dispatched.
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.
The buyer is 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.
Refunding Payments
In cases where we need to process a refund for a faulty, returned, or missing item, our primary option is to issue you a gift voucher that can be redeemed online when you place your next order.
Alternatively, we can refund the amount to your original payment account; please be aware that this process may take up to 7 working days to complete.
Balances on gift cards must be utilized within 1 years of the issuance date.
