Returns & Refunds Policy | ivgecig.co.uk 30-Day Worry-Free Guarantee
We get it – purchasing vape equipment online is a leap of faith. That’s why we’ve got our 30-day worry-free returns & refunds policy to make you feel as comfortable as if you’d nipped in to your local vape store. If your IVG experience isn’t up to scratch, we’re onto it.
Policy Details
- Returns & Exchanges Period
You have 30 calendar days from receipt to exchange or return. No hurry, no pressure.
- Conditions
Here’s the easy part: just return everything of the same type you removed from the box when you received it. We know you’ll need to unbox the outer box to inspect your equipment – okay. The snag is keeping all original accessories with the product when you return.
- Exceptions
The only items we don’t accept back are personalized items (those are custom-made for you) or items showing excessive signs of wear beyond a quick glance.
- Process
- Email us at [email protected] or call us – our staff actually like to sort out issues
- We’ll normally reply on the same day with your tailored solution and return address
- Package it up according to our easy-to-follow shipping instructions
- As soon as we have it in our hands, our quality control team performs a quick check (within 48 hours, typically) and you’ll be ready for refund or replacement in 15 business days max
- Shipping Fees
- We shipped something to you that wasn’t quite what you expected → Clearly we fix it up for you
- You just changed your mind → Return shipping on you get’cha set up with our wholesale carrier rates
- Fun fact: We’ve saved our customers £3.50 on return postage over the last month with our partner program
- Special Note
Our support staff can skip refunds when they make sense – we don’t like waiting almost as much as you do.
Exchange is very easy – just email [email protected] and tell us that you want to exchange. You’ll only be charged for having us reship your new selection.
Refund Time
From our warehouse to your bank account: usually 15 business days max after we’ve approved your return. Our finance team process batches on Tuesdays and Thursdays, so you may catch the fast cycle.
Customer Support
Seriously, we’d prefer you ask rather than guess. Contact our support grizzled veterans at [email protected] – they’ve heard it all. For instant responses, our FAQ page actually solves 80% of common questions in under two minutes.