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Delivery & Returns

Delivery Help, Terms and Conditions

  • Place your order by 4pm on a weekday (Royal Mail) or 3pm (APC) - excluding Bank Holidays and we will dispatch it the same day
  • Orders placed after 4pm are dispatched the following day
  • Orders placed after 4pm on Fridays will be dispatched on Monday
  • Orders placed during a Bank Holiday weekend will be dispatched on the first working day after the Bank Holiday
  • UK Delivery

    FREE shipping on orders over £49.99 for all UK addresses, sent via 24 Hour Royal Mail Tracked or Courier Express delivery.

    • £2.95 - Standard - 48 Hour Royal Mail Tracked Delivery (2-3 days) (Choose this option if you live in a block of flats where parcel carriers other than Royal Mail have no access to the building and/or you live in a remote rural area)
    • £3.50 - 24 Hour Royal Mail Tracked - Next Day Delivery (Please order by 4pm, Mon-Fri)
    • £3.75 - Next Day Delivery - APC Courier Express* (Please order by 3pm, Mon-Fri)
    • £7.95 - Special Guaranteed Next Day Delivery by 1pm (Please order by 4pm, Mon-Fri)

    To obtain the quickest delivery method for our customers we may use a Parcel Carrier for some Next Day deliveries.

    Next Day deliveries are not Guaranteed but more than 98% are delivered Next Day.

    *Some remote regions of the UK (i.e. Highlands & Islands) have limitations on Next Day/Special Guaranteed services. These parcels are only being delivered by Royal Mail. Please visit the Royal Mail website for full details and service restrictions on all mail services.

    • For your security a signature from an adult (18+) is required to confirm delivery for both Royal Mail and Courier deliveries. Exception - if you tell us to leave your parcel in a "safe place" without signature required. If you know that you will not be at home to receive and sign for your parcel, please select an alternative delivery address or specify a neighbour or a "safe place" option. 
    • If you are not at home to receive your parcel, Royal Mail or Courier has the right to leave your parcel with a neighbour.
    • Please enter your address and postcode carefully. Unfortunately we cannot take responsibility for incorrect addresses supplied by our customers.
    • You may also arrange to have the goods collected from us if this is more convenient.
    • If you use a "safe place" option with your shipping method V2 cannot be responsible for any non-delivery or non-receipt of parcels where the courier or Royal Mail states that they have delivered the parcel per your instructions.
    • If you have a BFPO address please select one of the Royal Mail shipping options.
  • EU and International delivery

    European and International Delivery (Rest of the World outside the UK)

  • Tracking Information

    Your Tracking Code will be added to your order (and emailed to you) on the day your order is dispatched.

    Standard & Special Guaranteed Deliveries are sent via Royal Mail. You can enter your Tracking Code on the Royal Mail Track and Trace web site to follow the progress of your order.

    Express Deliveries are sent via APC Overnight. APC Overnight’s delivery services are enhanced by the APC Tracking System which ensures your order has traceability every step of the way. 

  • Your Order Status

    We update your Order Status whilst we are preparing, checking and despatching your order. Here are the most common order statuses: 

    • Awaiting Fulfilment: Your order and payment have been received.  Thank you.
    • Awaiting Shipment:  The order has been picked & packed, and is waiting for a Royal Mail Tracking Number to be assigned.
    • Shipped:  It is on the way and has been assigned a Tracking Number. Follow the progress of your delivery on the Royal Mail web site here.
    • Pending:  There is a query on the order and we need to speak to you OR we have already spoken to you. You can view any Comments and Updates in the Notes section of your Order (if you have created an Account).  If we have not spoken to you or emailed you, please call or email us. 

 

Returns Information

We are committed to high standards of customer service and satisfaction and we are confident of V2 Cigs quality and taste we are therefore pleased to offer our customers enhanced customer service.

Please read the instructions provided to you to ensure that you get the best possible use of your product.

Our standard returns/refund policy is in accordance with the UK Online and Distance Selling Regulations which outline your rights regarding online orders.

We want you to be satisfied and happy with your electronic cigarette or vaporizer. If you need help using your e-cigarette batteries, cartridges, e-liquid or vaporizers we can give you the best service if you call our dedicated Customer Service team on 01733 555 555 or via email on team@buyv2cigs.co.uk

DOWNLOAD OUR RETURNS FORM

  • Goods that you wish to return or are unwanted

    If you are not satisfied with your purchase you may return it and we will give you a refund for the value of the goods which are unused and in a resalable condition.

    1. Please notify us within 14 days from receipt of your purchases that you wish to return them.
    2. Please download and complete our RETURNS FORM
    3. Include the completed Returns Form with your purchases when you send them back to us.
    4. We recommend that you return your purchase via recorded delivery and that you retain proof of postage/tracking.
    5. We are unable to process incomplete Return Forms.
    6. You should get your refund within 14 days once it has been agreed that you are entitled to a refund.
    7. Please be aware that you are responsible for cost of the return postage.

     

    For a full refund all the product(s) must be:

    1. Unused and in an undamaged condition, and must be in a resalable condition with the original packaging.
    2. All consumable items are sold in sealed containers. Refunds can only be offered, in accordance with the Consumer Contracts Regulations and Health and Safety Regulation, where all the seals are intact and the items are unused. This include: 
    • V2 Blank Cartridge
    • EX Blanks
    • V2 Pro Series 3
    • All Express Kits
    • All E-Liquids
    • All E-Liquid Sampler Packs
    • All Cartridge Sampler Packs

     

    Please send your Returns to:

    V2 Cigs UK

    1st Floor, 54 Broadway

    Peterborough. PE1 1SB, UK 

  • Damaged Or Faulty Goods on arrival

    We do our best to ensure that your goods arrive in perfect working condition.

    If your goods arrive damaged or faulty please notify us as soon as practically possible.

    1. Call our Customer Care Team on 01733 555 555 or email us on team@buyv2cigs.co.uk for a pre-paid postage label.
    2. Please download our Returns Form and enter your details.
    3. Include the returns form with the item you are returning.
    4. We cannot process incomplete return forms
    5. We reserve the right to inspect and test any product that is returned to us on the basis that it is damaged or defective.
    6. Should the returned items be found, after inspection and testing, to be damaged or defective a refund or replacement product will be given within 14 days of agreeing that you are entitled to a refund.
    7. Should we establish that you are not entitled to a refund or a replacement we will return the items to you at your expense.      

    For NON EU CUSTOMERS: Please notify us within 7 days of receiving your purchase, return the goods to us and we will give you a store credit for the cost of postage.

  • Faulty goods within 30 days

    In the unfortunate event that a product fails within 30 days of your purchase being received:

    1. Stop using the product as soon as you become aware that there is a fault.
    2. Notify us as soon as practically possible.
    3. Please complete and download our Returns Form 
    4. Include the completed returns form with the purchase you are returning.
    5. We cannot process incomplete return forms.
    6. We recommend that you return your purchase to us via recorded delivery and that you retain proof of postage. The cost of any return postage you have paid will be refunded to you if we agree that the items are faulty.
    7. We reserve the right to inspect and test any product that is returned to us on the basis that it is faulty or has failed.
    8. In order to establish the fault we will conduct through tests on the product.  In most instances we will take photographs of the returned products.
    9. Should we find that the product is faulty we will offer you a replacement.  This does not alter your right to a full refund if you prefer.
    10. In the event that the tests show the product to be in good working order or that the product has been damaged by misuse, physical abuse or incorrect operation in a manner that is inconsistent with the specified use, we will return the product to you at your cost.

    Replacements for Batteries are limited to a maximum of 3 replacements per order for 3 months after the original purchase. This applies to:

    • Classic V2 batteries
    • Ex Series batteries

    Refunds or replacements for Pre-filled cartridge packs will be given if a maximum of 2 cartridges have been used from each pack.

    Your statutory rights are not affected.

  • V2 Cigs Limited Replacement Policy

    V2 Cigs Pro Series Limited Warranty

    The V2 Pro Limited Warranty is offered to original purchasers who have acquired their V2 Pro product from the V2 Cigs UK website. If you purchased your V2 Pro product from a shop, please return the product to that shop.

    We warrant that your V2 Pro product will be free from defects in material and workmanship under normal use and service for six months.

    The V2 Pro Limited Warranty applies only to V2 Pro electronic components. This warranty does not apply to Cartridges.

    If your cartridge needs to be replaced, please dispose of it yourself. Please do not send any cartridges, New or Used, to V2 Cigs UK, unless we specifically request this. You will not receive anything for returned cartridges and will be solely responsible for the cost of shipping. Any cartridges returned to V2 Cigs will be disposed of.

    This warranty does not cover any defects or costs caused by:

    • Modification, alteration, repair or service of this product by any persons or company other than www.buyv2cigs.co.uk;
    • Physical abuse to, or misuse of the product or operation thereof in a manner inconsistent with the use indicated in the V2 Pro User Guide; or
    • Any use of the product other than that for which it was originally intended (i.e. the use of unapproved accessories, like non-compatible V2 Pro chargers or power adaptors). 

    Any express warranty not provided herein, and any remedy other than the warranty contained herein that might arise by interference or operation of law, is hereby excluded and disclaimed including the implied warranties of merchantability and of the fitness for a particular purpose. Replacement or repair of product is your exclusive remedy under this warranty.

    The V2 Pro Limited Warranty is limited to a maximum of one (1) replacement on any given order. The item must be defective (this is not an exchange system), and will be replaced with an equal item from available inventory.

    Subject to the above warranty, in the event that your V2 Pro device fails to operate satisfactorily, contact our customer service department for replacement instructions. You must speak with a customer service representative before sending your V2 Pro electrical components for replacement. Components sent without first contacting a representative will not be eligible for replacement.

     

    Electronic Device Limited Replacement Policy 

    To qualify for the V2 Cigs Electronic Device Limited Replacement Policy the product(s) must have been purchased directly from 1111 EC Services Ltd trading as V2 Cigs UK, and you must have bought E-Liquid, Pre-Filled Cartridges or Ex Blanks directly from V2 Cigs within the last 60 Days. 

    This Limited Replacement Policy is limited to the following products and is not applicable to V2 Pro Series, E-liquids, Pre-Filled Flavour Cartridges or Disposable products.

    • V2 Cigs Classic Batteries
    • V2 Cigs Express Charger / Wall Adapter
    • V2 Cigs EX Batteries 

    If you purchased your product from a physical retailer, please return the product to the retailer. 

    The Limited Replacement Policy on the products listed above is limited to a maximum of 3 replacements on any given order. To qualify for a replacement under the terms of the Limited Replacement Policy, the product must be defective. Replacement products are provided from our current inventory which may result in V2 Cigs sending an alternative but equivalent product. 

    The Limited Replacement Policy is not intended to be an exchange system. 

    Defects or damage caused by any of the following will void this Limited Replacement Policy: 

    1. Modification, alteration, repair or service of this product by any persons or company other than V2 Cigs UK
    2. Physical abuse to, or misuse of the product or operation thereof in a manner inconsistent with the use indicated in the V2 Cigs instruction manual; or
    3. Any use of the product other than that for which it was originally intended (i.e. the use of unapproved accessories, such as non -V2 chargers or power adapters) 

    Subject to the above Limited Replacement Policy, if your V2 Cigs device fails to operate satisfactorily, please follow these instructions: 

    1.  Call the Customer Care Team on 01733 555 555 or email team@buyv2cigs.co.uk to tell us about the issue that you are having with the products. Please provide the team with your order number and a detailed explanation of the difficulty you are experiencing with the device or its components. All this information is required to process your Limited Replacement Policy request.
    2. Once we have established that your product needs replacement, we will ship you a brand-new item. All replacement parcels are sent at the next available shipping time and should be delivered to you within 3 - 4 days of your call to customer care.
    3. If V2 Cigs requests that you return your device, please securely package your item(s) in an envelope with a completed Returns Form detailing your order number and explaining the nature of the problem. Send the items to V2 Cigs, First Floor, 54 Broadway, Peterborough, PE1 1SB. 

    Shipping costs paid at the time of purchase are not eligible for a refund.

    If you have any questions regarding our Limited Replacement Policy, please feel free to contact our Customer Care Team at: 01733 555 555.

    YOU MUST BE OF LEGAL SMOKING AGE TO BUY AND/OR USE ANY VSAVI/V2 PRO SERIES DEVICE.