Aquila Vapes pride ourselves on the quality of our products, and our dedication to customer satisfaction and achieving your own Cloud9. That is why we offer a comprehensive returns policy.
Our returns policy lasts for 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including any outer sleeve as these contain the product serial numbers and we cannot accept any products back without this.
Please contact us first regards any product you wish to return. Once discussed, and a return agreed, please complete this form and send it to us with the goods you are returning. We recommend you use a signed for service to ensure the goods are received back safely. Please do not send your purchase back to the manufacturer.
Several types of goods are exempt from being returned due to hygeine and health & safety reasons; Opened e-liquids, drip tips (mouthpieces), opened coils, and atomisers or vaping kits which have been filled with liquid or used.
There are also certain situations where only partial refunds are granted: any product otherwise working but with obvious signs of use or wear and tear. Any item not in its original condition, that is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.
The quickest and easiest way to receive new items before your desired item sells out is to re-purchase them online and return the unused items for a refund. This way you will receive the correct items quickly and your refund will be processed once the items are back with us. Please return the unused items with a completed returns form.
Once your return is received and inspected and assuming everything is in order, we will refund the product value excluding any postage charges originally paid, back to the payment method originally used. Please allow a few days for the funds to be received back into your account.
Late or missing refunds
If you haven’t received a refund within seven working days of returning your items, please contact us first to check they have been received back. If they have and we’ve processed your refund, please contact your card issuing bank or company but please bear in mind it may take some time before your refund is officially received back into your account. If you still have not received your refund, please contact us at firstname.lastname@example.org
Sale or clearance items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
To return your product, address it to: Aquila Vapes, 13 Aytoun Avenue, Kirkcaldy, KY2 6ZL. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over £50, you should consider using a trackable shipping service or purchase shipping insurance. Regardless, we recommend you use at least a signed for service. We can’t guarantee that we will receive your returned item.