Returns Policy

1. Overview

Euro Vapour (a trading name of Ashbe Ltd) wants you to be completely satisfied with every order. This policy sets out your rights and our procedures for returns, replacements, and refunds for trade account holders.

As Euro Vapour operates on a trade-only basis, the consumer rights provisions of the Consumer Rights Act 2015 do not apply to purchases made through a trade account. Your statutory rights as a business purchaser under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 are unaffected.

2. Damaged or Faulty Goods

If you receive goods that are damaged in transit or contain a manufacturing defect, please:

1. Contact us within 48 hours of receipt at info@eurovapour.com or +44 1708 380260.
2. Retain all original packaging.
3. Provide photographic evidence of the damage or fault along with your order number.

Upon verification, we will arrange collection at no charge and either replace the goods or issue a full credit to your account, at our discretion.

3. Incorrect Goods

If you receive goods that differ from what you ordered, please notify us within 48 hours of delivery with your order number and details of the discrepancy. We will arrange collection of the incorrect items and dispatch the correct goods as a priority, or issue a full credit if the items are no longer available.

4. Change of Mind Returns

Due to the nature of our products — nicotine-containing e-liquids with regulatory compliance requirements — we are unable to accept returns for change of mind on opened or part-used stock.

Unopened stock in its original, sealed condition may be returned within 14 days of delivery, subject to prior written authorisation from your account manager. Return shipping costs are the responsibility of the account holder. A restocking fee of 15% may apply.

We cannot accept returns of any product that has had its tamper-evident seal broken.

5. Short Deliveries

If your order arrives with items missing, please check your delivery note before contacting us, as items may have been shipped in separate consignments. If a shortage is confirmed, notify us within 48 hours of receipt and we will investigate with our courier and arrange a replacement or credit as appropriate.

6. How to Return Goods

Do not return goods without first obtaining a Returns Authorisation Number (RAN) from our team. Unauthorised returns will not be accepted and may be returned to sender at your cost. Once a RAN is issued:

1. Pack the goods securely in their original packaging where possible.
2. Mark the RAN clearly on the outside of the parcel.
3. Use a tracked and insured shipping method unless we have arranged collection.
4. Send to: Euro Vapour Returns, 135 North Street, Romford, RM1 1ED, United Kingdom.

7. Refunds

Where a refund has been agreed, it will be processed to your original payment method or as a credit on your account within 5–10 working days of us receiving and inspecting the returned goods. We will notify you by email once the refund or credit has been issued.

8. Contact Us

For all returns enquiries, please contact our team directly. We aim to respond to all returns requests within one working day.