Shipping and Returns

Shipping

Same day shipping
To qualify for same day shipping, your order must be received by our dispatchers before 2pm. Any order received after this deadline will be shipped the following day.

We use a number of delivery courier services depending on the size of goods and location of the required delivery and shipping method selected. Neon Vapes are not directly responsible for the delivery of your goods and cannot be held directly responsible in the unlikely event of loss or delay of your goods. However, we will act a s a liaison between our customers and the courier service where required.

Order dispatch and delivery details
it is the responsibility of the customer to enter the correct delivery address details at the time of ordering. If the customer enters the incorrect or incomplete address and goods are delivered to the wrong address, we are under no obligation to issue a refund or send replacement goods. If goods are returned to us if they have been sent to the wrong address we are not obliged to re-send at our expense, however, a refund will be offered less the postal expense. If you notice that you have provided the incorrect or incomplete details please contact us as soon as you can.

Returns

FOR ALL RETURNS YOU MUST COMPLETE A RETURNS FORM. Please email info@neonvapes.co.uk to request a form.

Please note: If you have decided you no longer require your item before it is delivered, you must still accept delivery and follow the returns process. Goods cannot be returned to the courier service.


Unwanted returns (14 day money back guarantee)
Neon vape complies with distance selling regulations and any unwanted items can be returned for a refund (not including any shipping costs incurred) if returned within 14 days of purchase. In this instance, the returned products should be sealed in their original packaging and unopened. If you are returning an item over the value of £50, we would recommend that you should consider using a trackable shipping service or purchasing shipping insurance. We cannot provide a guarantee that we will receive your returned item.
To return an item, please contact us at info@neonvapes.co.uk ASAP to request a returns form which must be completed prior to returning your goods.

We cannot accept e-liquids once their seals have been opened.

Product Warranty and returning faulty items
We provide a 90-day warranty for all electrical goods from the date of purchase. Our product warranty provides cover for mechanical and electrical breakdown but will be limited to 90 days and will not cover cosmetic damage, general wear or accidental/liquid damage. If your product has exceeded our 90-day warranty, we would advise you or your contact the manufacturer directly as most electrical products come with a 1-year manufacturer warranty.

Your warranty does not cover faults caused by misuse or accident.

When returning a faulty item, you must request and complete a returns form so we are able to track and process your request. If there is any visible outer damage or signs of dropping, then your warranty will be voided for those products. Our team will contact you within 5 days of receiving your product with a resolution. When faulty, we will always try to repair the products and send the same product back to you. If repair is not possible then we will provide a replacement or a refund.

Errors, shortages or items damaged on delivery
If you receive your delivery and believe there are items missing, the wrong products have been sent or the goods received in a damaged condition, you must notify us ASAP and within 3 days of receiving your goods. If your parcel shows outward signs of damage tampering or misuse and you suspect your goods may be damaged, please take a photo of your parcel prior to opening.