Return Policy
VAPE SUPERSTORE RETURNS POLICY
Last Updated: 14/07/2026
Not entirely happy with your order? We'll help you put it right. At Pirate Vapes, we take returns on everything we sell, within the conditions below, whether you've changed your mind or something's turned up faulty. The one thing to do first: get in touch before you send anything back, so we can log it and point you to the right address.
RETURNING OR EXCHANGING AN UNWANTED ITEM
You have 28 days from the day your order arrives to return or exchange something you no longer want. Two timings matter inside that: tell us within 14 days of receiving the order that you want to return it, then get the item back to us within 14 days of us issuing your return details.
It needs to come back unused and in the same condition it reached you, in its original packaging, with your order number and the reason for the return inside the parcel. That order number is what lets us match the return to you. Without it, your parcel sits unidentified in the returns pile and takes far longer to deal with.
Return postage on unwanted items is down to you. Prefer an exchange to a refund? Same process: tell us what you'd like in its place, and we'll swap it once your return reaches us.
Some things we can't take back once opened, for hygiene reasons: e-liquids, nic salts, pods, drip tips, and mouthpieces, unless they are faulty. Sealed and unused, they're fine to return.
IF SOMETHING ARRIVES FAULTY
If a product arrives faulty, stops working as it should, or isn't what you ordered, putting it right is on us, and you won't pay anything towards return postage. Get in touch, and we'll arrange a repair, replacement, or refund, based on what's wrong and what you'd prefer.
Your rights here come from the Consumer Rights Act 2015. If a product is faulty, you have 30 days from receiving it to reject it for a full refund. Within the first six months after that, Treat Verse Ltd will repair or replace a faulty item, and if neither is possible you're entitled to a refund. None of the timings for unwanted returns above chip away at these rights.
Arrived damaged in the post? Let us know within 48 hours of it landing, with a photo if you can manage one, and we'll get a replacement moving. If a parcel is simply running late or hasn't turned up, that's a delivery question rather than a returns one: our Delivery Information page covers what to do.
WHERE TO SEND YOUR RETURN
Don't post anything back before speaking to us. Contact us first at support@piratevapes.co.uk with your order number and the problem, and we'll give you a returns authorisation and confirm the address. Returns that turn up unannounced can't be processed, and an unmarked parcel is a nightmare to trace.
Getting your return back to us is your responsibility until it arrives, so use a tracked service, and for anything worth more than £50, an insured one. A tracking number is the only proof it's on its way, and we can't cover returns that go missing in the post. If you'd rather not arrange your own postage, ask about our pre-paid returns label: the cost simply comes off your final refund.
HOW YOUR REFUND WORKS
Once your return reaches us, we check it over and email to confirm it's arrived and where your refund stands. Approved refunds go back to the card or method you paid with. From there it's usually 3 to 5 working days for the money to appear, though that last stretch sits with your card issuer rather than us.
On an unwanted return, we refund what you paid for the goods. Cancel a full order inside your 14-day statutory window, and we'll refund the standard delivery you paid too, though not the extra for any express upgrade. Delivery is always refunded on faulty items.
Would store credit suit you better than waiting on a card refund? Say so when you contact us, and we'll set that up instead.
CANCELLING OR CHANGING AN ORDER
Caught it in time? If your order hasn't gone out yet, contact us as quickly as you can at support@piratevapes.co.uk, and we'll cancel or amend it. Once it's packed and with the courier, we can't pull it back, but your 14-day right to cancel still applies once it arrives. Just follow the unwanted-item steps above.
WARRANTY INFORMATION
Vape devices are covered by a manufacturer warranty, and the periods by product type are set out on our Product Warranty page. For any warranty claim, we'll need your proof of purchase and, where you still have it, the original packaging. It isn't red tape: it's what lets us log the fault with the brand and turn your replacement around faster.
STILL NEED A HAND?
Not sure whether your item qualifies, or just want to check a timing before you post it? Contact us at support@piratevapes.co.uk and we'll talk it through, or check our FAQs for the quick ones. Whatever happens, your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 stand alongside everything here.