Terms and Conditions
IMPORTANT TERMS
Welcome to our UK-based vape business. To purchase any of our e-cigarettes and related products, you must be over 18 years of age. Please note that we verify your age before fulfilling your order.
Terms and Conditions:
1.1 What these terms cover: These terms and conditions govern the supply of our e-cigarettes and related products to you.
1.2 Why you should read them: It is important to carefully read these terms before submitting your order to us. They explain who we are, how we will provide products to you, how you and we can make changes to or end the contract, what to do if there is a problem, and other crucial information. If you believe there is an error in these terms, please contact us to discuss it.
INFORMATION ABOUT US AND HOW TO GET IN TOUCH
2.1 About us: We are Vape Expert Limited, a UK-based company with UK Company Registration Number# 14400946. Our registered office is located at 80-90 Paul Street , London . England EC2A 4NE.
2.2 How to contact us: You can easily reach us through our customer service team by phone at + 44 (0) 330 133 7775, via the live chat feature on our website, or by email at [email protected].
2.3 How we contact you: In the event that we need to get in touch with you, we’ll do so via phone or in writing, using the email or postal address that you provided when placing your order.
2.4 What “writing” means: When we use the terms “writing” or “written” in these terms and conditions, it covers email communications as well.
OUR AGREEMENT WITH YOU
3.1 Accepting your order: Once you place an order, we will send you an email to confirm that we have received it. This email is not an acceptance of your order. Acceptance of your order will occur when we email you to confirm that the product is available and has been dispatched. At this point, a legally binding agreement between you and our company will come into existence.
3.2 Unacceptable orders: If we cannot accept your order, we will notify you by email and will not charge you for the product. This may happen if the product is out of stock if there is an error in the product’s price or description if there is a safety issue if we cannot verify that you are over 18 years old, or if you reside in a country where we cannot supply the product (please refer to clause 3.4 below).
3.3 Order number: Once your order has been accepted, we will assign an order number and let you know what it is. If you need to contact us about your order, please refer to this order number to help us assist you better.
3.4 Country-specific regulations: Due to regulations specific to certain countries, including the EU’s Tobacco Products Directive (2014/40/EU), we are unable to sell certain electronic cigarette products to consumers who reside in the following countries.
3.5 Compliance with local laws: If you are a non-UK resident, it is your responsibility to ensure that the products you purchase from us comply with the local laws in your country. You also take responsibility for importing the goods into your country. We will not be held responsible for products stopped at customs or those that do not meet the legislation of your country.
3.6 Age verification: We only sell e-cigarettes and related products to individuals over the age of 18. By law, we are prohibited from selling these products to anyone under 18 years of age.
3.7 Electronic verification: To comply with our legal obligations and prevent fraud, we conduct electronic verification on all customers. We use Experian, a third-party electronic verification service, to verify your name, address, and date of birth when you open an account. If your personal details change, we may conduct electronic verification again.
3.8 Documentary evidence: If we are unable to verify your age through electronic verification, we will request that you provide documentary evidence, such as a copy of your passport or driver’s license, to prove that you are over 18 years old. We will not ship products until we have verified your age. If we are unable to verify your age electronically and you fail to provide documentary evidence to prove your age, we will cancel your order and refund any payment you have made.
OUR PRODUCTS
4.1 Variations in product appearance: Our products may appear slightly different from the images displayed on our website. The images shown on the website are for illustrative purposes only. While we have taken every measure to accurately depict the colors of our products, we cannot guarantee that the device’s display will reflect the precise color of the product. Thus, your product may differ slightly from the images displayed on our website.
4.2 Differences in packaging: The packaging of our products may vary from the images displayed on our website. You are not allowed to return a product simply because the packaging does not match the image shown on our website.
4.3 Safety of our products: The use of e-cigarettes involves some safety risks. Therefore, we strongly advise that you carefully read the instructions provided with your product before using it. For more information on product safety, we recommend checking out our Vape Battery Safety Tips and How To Vape Guides.
YOUR REQUESTED CHANGES
5.1 If you would like to make a change to your order, please contact us: We understand that sometimes changes are necessary, and we will do our best to accommodate your request.
5.2 Informed changes: We will inform you whether the change is possible and any potential impact on the product’s price, the timing of supply, or other necessary changes. We want to make sure you are fully aware of any changes before agreeing to them.
5.3 Ending the contract: If we cannot make the requested change or if the changes’ consequences are unacceptable to you, you may terminate the contract according to clause 8 – Your rights to end the contract. We understand that sometimes things don’t work out, and we want to make sure you have the flexibility to make the decisions that are right for you.
OUR RIGHT TO CHANGE
6.1 We may need to make minor changes to our products under certain circumstances: We assure you that these changes will not significantly affect your use of the product, and we will always strive to ensure our products meet the highest standards of quality and safety.
6.2 Minor changes may occur under the following circumstances:
(a) Changes in relevant laws and regulatory requirements – sometimes laws change, and we need to update our products to meet those requirements.
(b) Minor technical adjustments and improvements, addressing safety issues – we may need to make minor tweaks to our products to ensure they remain safe and reliable for our customers.
DELIVERY COSTS AND SCHEDULE
7.1 Full Transparency: We want to be transparent with our delivery costs and schedule so you know exactly what to expect.
7.2 The cost of delivery will be displayed on our website during the ordering process. We believe in keeping our prices competitive while still ensuring that our customers receive top-quality products.
7.3 We will notify you of the delivery schedule during the ordering process: We will deliver the product to you as soon as possible, but no later than 30 days after we accept your order. We understand that you’re excited to receive your products, and we want to make sure you receive them in a timely manner.
7.4 We are not responsible for any delays beyond our control: If an external event delays our product’s supply, we will contact you to minimize its impact. We will not be held liable for such delays, but if the delay is significant, you may end the contract and receive a refund for the products you paid for but did not receive. We will do our best to keep you informed of any delays that may arise.
RESPONSIBILITY AND OWNERSHIP
8.1 We want to ensure that you receive the best possible experience with our products: The product will be your responsibility from the time of delivery. This means that you should take care of the product once you receive it, and any damage or loss that occurs after delivery will be your responsibility.
8.2 You will own the product after we dispatch it to you: This means that you are free to use the product as you see fit, subject to any applicable laws and regulations. We hope that you will enjoy our products and that they will enhance your vaping experience.
ENDING THE CONTRACT
9.1 Rights: You have the right to end the contract with us.
9.2 Your will: Your rights when ending the contract depend on whether there is anything wrong with the product, or our performance and when you decide to end the contract.
9.3 Faulty product: If the product you’ve bought is faulty or misdescribed, you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back).
9.4 End contract: If you want to end the contract because of something we have done or have told you we are going to do.
9.5 Refund: If you have changed your mind about the product, you may be able to get a refund if you are within the cooling-off period, as explained in clause 9.6.
9.6 Regulations: The Consumer Contracts Regulations 2013 provides UK residents with a legal right to change their minds within 14 days and receive a refund for most products bought online. However, this right may be subject to deductions.
9.7 Goodwill guarantee: Our goodwill guarantee extends the period to 30 days from the delivery date for UK customers to return the goods, which is more generous than your legal rights under the Consumer Contracts Regulations. Nevertheless, this goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed products.
9.8 Change of mind: The right to change your mind does not apply to products sealed for health protection or hygiene purposes, such as vape kits, that have been unsealed after you receive them.
9.9 Nomination: You have 30 days after the day you (or someone you nominate) receive the goods to change your mind unless your goods are split into several deliveries over different days. In this case, you have until 30 days after the day you (or someone you nominate) receive the last delivery to change your mind about the goods.
HOW TO END THE CONTRACT
10.1 Email us: To end the contract with us, please let us know by calling customer services at 01923 479 992 or emailing us at [email protected]. Please provide your name and order number or your name and delivery or billing address.
10.2 Return Policy: If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. Please see clause 10.3 for instructions on returning products.
10.3 Ending the contract: If you are exercising your right to change your mind, you must send off the products within 14 days of telling us you wish to end the contract. We pay the cost of returns through Royal Mail. Please see our returns page for information on how to return the products. We will not be able to refund you the price of the products until we receive the returned products.
REFUNDS
11.1 Delivery costs: We will refund you the price you paid for the products, including delivery costs, by the method you used for payment.
11.2 Exercising right to change your mind: If you are exercising your right to change your mind, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop. Please see our returns page for information about what handling is acceptable and examples.
11.3 We will make any refunds due to you as soon as possible: If you are exercising your right to change your mind, then your refund will be made within 14 days from the day on which we receive the product back from you or; if earlier, the day on which you provide us with evidence.
PRICE AND PAYMENT
12.1 Legal rights: As a UK resident, you have certain legal rights when purchasing goods from us, including the right to receive goods that are as described, fit for purpose, and of satisfactory quality. Under the Consumer Rights Act 2015, you are entitled to a refund or replacement if the goods are faulty and to a refund if the goods cannot be repaired or replaced within six months of purchase. If the goods do not last a reasonable length of time, you may be entitled to some money back within six years.
12.2 Product price: The price of the product, including VAT, will be displayed on the order page when you place your order. We take all reasonable care to ensure that the price of the product is correct. However, if we discover an error in the price of the product after you have placed your order, we will contact you to inform you of the correct price and give you the option of cancelling your order or reconfirming it at the correct price. If we are unable to contact you, we will treat the order as cancelled and refund any payment made.
12.3 Changes in VAT: If the rate of VAT changes between the date of your order and the date we supply the product, we will adjust the VAT rate that you pay unless you have already paid for the product in full before the change in the rate of VAT takes effect.
12.4 Incorrect pricing: We take all reasonable care to ensure that the prices of the products on our website are correct. However, if we discover an error in the price of any product that you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled and refund any payment made.
12.5 Payment: Payment for the products must be made in full before we dispatch them.
12.6 Invoice disputes: If you think that an invoice is incorrect, please contact us promptly to let us know. We will not charge you interest on the disputed amount until we have resolved the issue.
RESPONSIBILITY FOR LOSS OR DAMAGE
13.1 Personal responsibility: We are responsible for any foreseeable loss or damage that you suffer as a result of our breach of these terms and conditions or our negligence. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
PERSONAL INFORMATION
14.1 Usage of personal information: We will only use your personal information as set out in our privacy policy. By using our website, you consent to the processing of your personal information as described in our privacy policy.
OTHER IMPORTANT TERMS
15.1 Transfer of Agreement: We may transfer our rights and obligations under these terms and conditions to another organization, but this will not affect your rights or our obligations under these terms and conditions. We will always notify you in writing if this happens.
15.2 No Other Rights: This contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.3 Illegal Contract Terms: If any court or relevant authority finds any part of this contract to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect.
15.4 Delay in Enforcement: If we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms and conditions, or if we delay in taking steps against you in respect of your breach of this contract, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date.
15.5 Governing Laws and Legal Proceedings: These terms and conditions are governed by English law. If you are a resident of England or Wales, you can bring legal proceedings in the English or Welsh courts. If you are a resident of Scotland, you can bring legal proceedings in the Scottish or English courts. If you are a resident of Northern Ireland, you can bring legal proceedings in the Northern Irish or English courts.
15.6 Amendments: We may update these terms and conditions from time to time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes. We may also notify you of changes to these terms and conditions by email.
15.7 Force Majeure: We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions that are caused by events outside our reasonable control (Force Majeure Event). A Force Majeure Event includes any act, event, non-happening, omission, or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock-outs, or other industrial action; civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic, or another natural disaster; the impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transport; the impossibility of the use of public or private telecommunications networks; and the acts, decrees, legislation, regulations, or restrictions of any government.
15.8 Entire Agreement: These terms and conditions and any document expressly referred to in them constitute the entire agreement between us and supersede all previous discussions, correspondence, negotiations, arrangements, understandings, or agreements between us relating to the subject matter of these terms and conditions.
15.9 Severability: If any provision or part-provision of these terms and conditions is or becomes invalid, illegal, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this clause shall not affect the validity and enforceability of the rest of these terms and conditions.
15.10 Waiver: If we fail to insist upon the strict performance of any of your obligations under these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
15.11 Third Party Rights: A person who is not a party to these terms and conditions shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these terms and conditions. This clause does not affect any right or remedy of any person which exists or is available otherwise than pursuant to that Act.
15.12 Contact Us: If you have any questions or comments about these terms and conditions, please contact us by email or telephone.
