Availability and cancellations
The live policy says goods and services are subject to availability and that unavailable items are refunded in full within 30 days. It states that customer cancellation attracts a 10% administration fee.
Batteries and DOA warranty
The live policy states that batteries have a 30-day guarantee and issues within that period must be sent in writing with a video of the fault. Other items carry a DOA (dead on arrival) warranty; issues must be reported within 24 hours of receipt.
Faulty items
Send a short video showing the issue to [email protected]. If Vanilla Vape deems the product faulty beyond fixing, the live policy states that the customer may be offered a voucher for the item’s value or a replacement if possible. The product must be returned at the customer’s expense.
Disposables and sale items
The live policy treats disposables as consumable items and states that disposable devices are not returnable. It also states that no returns or refunds are entertained on sale items.
