Refund policy

We want you to be happy with your order. This policy explains your rights and how to return something. It doesn’t affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Changed your mind? You have 14 days to cancel

You can cancel your order for any reason within 14 days of the day after you receive it. If your order arrives in more than one delivery, the 14 days start the day after the last item arrives.
To cancel, tell us within those 14 days by email (sales@vaporshopdirect.com) or by phone (0121 706 6841). Please include your order number.
You then have a further 14 days to send the items back.
When you return items because you’ve changed your mind, you pay the return postage. We recommend a tracked service, because you’re responsible for the parcel until it reaches us.

Sealed e-liquids (health and hygiene)

For health and hygiene reasons, you can’t cancel for e-liquids (nic salts, shortfills and nic shots) once their seal or sealed packaging has been opened after delivery. If they’re still sealed, you can cancel as normal. This exception doesn’t apply if the item is faulty (see section 3).

2. Your refund

We’ll refund you within 14 days of receiving the items back. If you send us proof that you posted them, we’ll refund within 14 days of that, if it’s sooner.
If you cancel the whole order, the refund includes the standard delivery charge you paid. If you chose a faster delivery option (for example, Next Day Delivery), we’ll refund the cost of our cheapest standard delivery, not the extra.
We refund to your original payment method and don’t charge a fee.

3. Faulty, damaged or wrong items

Everything we sell must be of satisfactory quality, fit for purpose and as described. If it isn’t, it’s our responsibility to put it right.

Within 30 days of delivery: you can reject a faulty item and get a full refund. You can also ask for a replacement instead.
After 30 days: we’ll replace the item. If that isn’t possible, or doesn’t fix the problem, you can have a refund or a price reduction. Within the first 6 months, we assume the fault was there when you received the item, unless we can show otherwise.
Please contact us as soon as you notice a problem (for example, a leaking or damaged bottle), with your order number and a photo or short description. Please keep the item and its batch number until we’ve replied.
For faulty, damaged or incorrect items, we pay the return postage. We’ll tell you how to send the item back, or reimburse your reasonable postage costs.

4. Sale and deal items

Sale and multi-buy deal items have the same statutory rights as full-price items, including the 14-day right to cancel and your rights for faulty goods. If you return part of a multi-buy deal, we refund what you actually paid for the returned items.
Some items are clearly labelled “Short Date” (close to their best-before date) or “Out of Date” (past their best-before date) on the product page. Because this is shown before you buy, you can’t return these items just because of their date. Your other rights stay the same.

5. How to return an item

Contact us first by email at sales@vaporshopdirect.com or by phone on 0121 706 6841. Include your order number and the reason for the return.
Pack the items securely and include a note with your order number.
Send them to: Ramsey E-Liquids Returns, 91 Redfern Road, Tyseley, Birmingham, B11 2BH.

6. Who we are

Ramsey E-Liquids is a trading name of RSB Traders Ltd, registered in England & Wales (company no. 09671933, VAT GB252254132). Registered office and trading address: 91 Redfern Road, Tyseley, Birmingham, B11 2BH.