Vawoo.co.uk Guarantee and Return Policy offers our customers registered on the platform and purchasing products safe and secure service within our platform. It explains your rights and responsibilities when receiving false, mis-described or damaged products and when returning items.
This Policy is a part of our Terms and Conditions. Please read this Policy along with our Terms for Buyers attentively. By registering on the platform and purchasing products from it you agree to the following Guarantee and Return Policy.
Please test all products for defects upon receiving your order and read the product information carefully to make sure you are using it properly. Do not confirm the delivery until you make sure the item you ordered meets your expectations in full.
If for some reason you receive items that arrive with extensive damage or are not working, are faulty or mis-described, please contact us.
To send requests within Vawoo.co.uk website, click My Account → Orders → Start Communication → Post a message.
You have legal right either to exchange the product, or have your money back after you prove that it has been damaged (by photo or video). If you prove that it is factory defect, we are obliged to:
- A) Either refund the cost of the item you ordered.
- B) Or send you other qualitative item (if the item is in stock).
14 Day Guarantee Period
The products placed on this website carry an implied, industry-standard 14 day warranty against defects due to manufacturing failure. You have the right to return your order and/or receive a refund within a period of 14 calendar days starting with the date you received the order. The 14 day warranty begins on the day the product is delivered and not on the day it was put to use. The delivery date is displayed on the page with the details about your order tracking.
If you experience any issues with products purchased through this website, you must contact us via communication system on the platform within 14 days of receiving your order, or within the manufacturer's specified warranty period, and explain the problem as well as the result you would like to receive. Keep in mind to provide the correct order number when explaining the problem with your order.
Your inquiry has to be answered within 24 to 48 hours and letting you know if your request has been approved or denied or if further clarification is needed.
You can always get our help by opening a dispute. Please note, that you may open a dispute before a manufacturer’s warranty period expires. Find out how to open dispute here.
For sanitary reasons, any of these items may not be accepted as return: clearomizers, cartomizers, bottled liquids, drip tips.
In case when you reached agreement to return a product, the item must be covered under warranty and must not have damage caused by user error. You must take good care of the items while they’re in your possession. If you decide to return the product because of the reason other than damage, it must be returned in a salable condition. Customer assumes all costs in shipping items back to the supplier.
Used items or products damaged due to user error do not qualify for a return as the products that are considered consumable. There is no refund possible for consumed products as well.
Other Causes of Returns
In case when you received the wrong item compared to what you actually ordered please contact us within 48 hours of receiving your package. Please do not open or use the item erroneously sent to you.
If for whatever reason you do not want your item within 14 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is your responsibility and is non-refundable. Items must be returned in their original packaging, unused and unopened in order to qualify for a product refund.
No refund can be given for the shipping cost of any products which are returned regardless of fault.
Customers who are asked to return items for refund or exchange, must send those items back within two weeks (14 days) from the day the item was received. Failure to do so will void the return.
If you have any questions regarding the return/refund process, please fill out the contact us form and our support team will contact you.