Refund and Returns Policy

At Red Box Vape, we want you to be completely satisfied with your purchase. If you need to return an item, request a refund or report a problem with your order, please review our Returns & Refunds Policy below.

1. Returns Policy

We offer a 30-day returns policy for eligible products. If you wish to return an item because you have changed your mind, please contact us within 30 days of receiving your order.

To qualify for a return under our extended 30-day policy, your item must:

• Be unused and in its original condition.
• Be returned in its original packaging.
• Have all original accessories and components included.
• Have any applicable hygiene or tamperproof seals intact.
• Be accompanied by proof of purchase or a valid order number.

Returns outside our standard eligibility criteria may be declined unless you are exercising your statutory consumer rights.

Our 30-day returns policy does not affect your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

2. Products Excluded from Returns

For hygiene and safety reasons, certain products may not be eligible for change-of-mind returns once opened or used.

These include:

• Coils: Coils must be unused, unopened and in their original packaging to qualify for change-of-mind returns under our extended policy.
• Hygiene-Sealed Products: Products that are unsuitable for return due to health protection or hygiene reasons may be excluded from cancellation rights if their seals have been broken after delivery.

These exclusions do not affect your statutory rights if a product is faulty, damaged or not as described.

3. Your Right to Cancel an Online Order

Under the Consumer Contracts Regulations 2013, customers purchasing online generally have the right to cancel their order within 14 days of receiving their goods, without providing a reason.

If you wish to cancel your order, please email online@redboxvape.com within the applicable cancellation period.

Once you have notified us of your cancellation, you have a further 14 days to return the goods.

Some products may be exempt from cancellation rights, including qualifying hygiene-sealed products that have been unsealed after delivery.

Where a statutory cancellation applies, we will refund eligible payments, including the cost of standard outbound delivery where required by law. Additional charges for premium delivery services may not be refundable.

We may make a deduction for any reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

4. How to Request a Return

To request a return, please contact our customer support team at online@redboxvape.com.

Please include the following information:

• Your order number.
• Your full name and email address.
• The product you wish to return.
• The reason for your return.
• Photographs of any damage or faults, where applicable.

If you have a registered account, you can find your order information by signing in to the My Account section of our Website and viewing your order history.

Our customer support team will review your request and provide return instructions where required.

Please do not send products directly to the manufacturer.

5. Refunds

Once your returned item has been received and inspected, we will notify you by email of the outcome of your return.

If your refund is approved, it will normally be processed back to your original payment method. Where this is not possible, we will contact you to arrange an appropriate alternative.

For returns made under your statutory cancellation rights, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

For other eligible returns, we aim to process approved refunds promptly following inspection.

Please allow additional time for your bank or payment provider to make the refunded amount available in your account.

6. Late or Missing Refunds

If you have been notified that your refund has been processed but have not yet received the funds, please follow these steps:

1. Check your bank account or original payment method.
2. Contact your card provider, as refunds can take several working days to appear.
3. Contact your bank to check whether the refund is pending.

If you have completed these steps and still have not received your refund, please contact us at online@redboxvape.com with your order number.

7. Sale and Discounted Items

Sale and discounted items are covered by the same statutory consumer rights as full-priced products.

Eligible sale items may be returned under your statutory cancellation rights, subject to the applicable conditions and exemptions.

Our additional 30-day change-of-mind returns policy applies to regularly priced items only. Returns of sale or clearance items outside the statutory cancellation period are considered at our discretion.

If a sale item is faulty, damaged or not as described, your statutory rights remain unaffected.

8. Faulty or Damaged Products

If you receive a product that is faulty, damaged or not as described, please contact us as soon as possible at online@redboxvape.com.

When contacting us, please provide your order number, a description of the issue and photographs where possible.

Under the Consumer Rights Act 2015, you may be entitled to a refund, repair or replacement, depending on the circumstances.

Customers generally have a short-term right to reject faulty goods within 30 days of receiving them. Additional rights may apply after this period.

Where a product is confirmed to be faulty or otherwise does not conform to the contract, we will provide an appropriate remedy in accordance with your statutory rights.

Where a return is required for a qualifying fault, we will arrange or reimburse reasonable return postage costs.

9. Exchanges

We offer exchanges or replacements where a product is faulty, damaged or otherwise eligible for replacement.

If you would like to request an exchange, please email online@redboxvape.com with your order number and details of the issue.

Exchanges are subject to product availability. If a suitable replacement is unavailable, we will discuss the appropriate alternative with you in accordance with your consumer rights.

10. Gift Purchases

If an item was purchased as a gift and needs to be returned, please contact our customer support team with the original order number or proof of purchase.

Refunds are normally issued to the original payment method used when placing the order.

If you are the recipient of a gift, we may need to contact the original purchaser to arrange a refund or discuss an alternative resolution.

11. Return Shipping

Before returning an item, please contact our customer support team for return instructions.

For change-of-mind returns, customers are responsible for the direct cost of returning their items unless we agree otherwise.

Where a product is faulty, damaged or not as described, we will cover reasonable return postage costs where required by law.

We recommend using a tracked delivery service when returning products, particularly for higher-value items.

Please retain your proof of postage until your return has been processed.

Return delivery times may vary depending on your location and chosen courier.

12. Delivery Disputes

If your order has been marked as delivered by the courier but you have not received it, please contact us at online@redboxvape.com.

We will liaise with the delivery company to investigate the issue and work towards a suitable resolution.

Courier investigations may take up to 21 days in some circumstances. However, we will aim to resolve delivery disputes as quickly as possible, and any investigation timeframe will not affect your statutory consumer rights.

13. Contact Us

If you have any questions about returns, refunds, exchanges or delivery disputes, please contact our customer support team.

Email: online@redboxvape.com

Please include your order number when contacting us so we can assist you as efficiently as possible.