All our shipments are fully tracked with a tracking number.
We will provide tracking numbers upon request. If your shipment is lost, please inform us within 7 days. After 7 days, there is nothing else we can do to track the shipment.
Non-Faulty Goods
If you have had a change of heart, you must return the item to bgvvape.com unused and in its original condition within 7 days for a refund (online customers only).
Each returned product must include all parts, accessories, instructions, and packaging—including items such as cable ties and plug covers.
Please note that if security seals are broken or if blister packaging/original packaging has been opened, then the product is not in its original condition, and therefore you will not be refunded, including any postage costs incurred by you.
Please contact a member of our Customer Services team at +44 7375 806179 or email contact@bgvvape.com, and they will instruct you on how and where to return the items.
All you pay for is the postage cost of returning the goods. For expensive items, we recommend that you use a secure delivery method that requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address.
We do not accept responsibility for products lost or damaged in the post.
We regret that we cannot accept returns on the following non-faulty products:
- Products that have been personalized, made to order, or customized in any way.
- Products where the packaging or any individual components have been unsealed or damaged.
- Perishable products.
- Non-faulty products that do not arrive at bgvvape.com in a resalable condition.
In these cases, we will not be able to offer you a refund. We will contact you to arrange sending the product back to you and to take payment for the subsequent delivery costs.
bgvvape.com also offers a credit return policy. This applies to any non-faulty product (as mentioned above) that we cannot refund. We will be more than happy to receive any non-faulty package back and offer you credit of equal amount to spend on any other bgvvape.com products you may wish. This does not apply to faulty products. Please see below for our returns policy on faulty products.
bgvvape.com reserves the right to make a choice regarding refunds depending on the case and situation surrounding it. For any refunded item, there will be a £5 administration charge.
Faulty Goods
If the product you have ordered is faulty, you have 7 days from receiving the goods in which to return it.
Parcels or items damaged in transit must be verbally reported to bgvvape.com before 3:00 pm the next working day following delivery, and also by email within 3 days.
Please contact a member of our Customer Services team at +44 7375 806179 or email contact@bgvvape.com, and they will instruct you on how to return the items to us and issue a Returns Authorization Code. Failure to do this will delay your return being processed.
You are also required to complete a Returns Form (see the ‘warranty’ link at the bottom of the website homepage) and return this with your order.
When returning faulty items, we may still ask you to return goods yourself. Upon receipt, bgvvape.com will repair or replace the product in its entirety or by replacing the faulty component(s). We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery).
For Disposable Vapes: If you receive a pack or bulk disposable vapes from us and find that one or two of them are faulty, please do not use all of them. Instead, contact us for a replacement. We will only compensate for up to three faulty disposables if you have already opened and used the rest.
No Refunds for Opened or Used Products
We will repair or replace any defective components that are under warranty, but under no circumstances are refunds possible for any product that has been opened and/or used in any way.
If the deadline for reporting parcels damaged during transit is not met, we regret that we will not be able to issue a refund or replacement goods.
We will not confirm that we have received your return. After receipt of your goods, we aim to issue replacements or refunds within 7 working days. The cost of your gift will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.
This returns policy does not affect your statutory rights.
We do not store credit card details nor do we share customer details with any third parties.
Additional Terms
- Without a receipt, we cannot accept any returned item or entertain a customer for warranty.
- All our Mods, Batteries, and Chargers come with a 30-day warranty.
- Atomizers, Clearomizers, and Tanks come with a dead-on-arrival guarantee. For hygiene purposes, no company takes them back. You have 48 hours to report any fault on them. Most of the basic ones are disposable and usually last 2–6 weeks depending upon use.
- No returns on disliking the products in working order.
- No returns on E-liquids purchased due to hygiene reasons.
- Reward/Loyalty/Discount vouchers are redeemable with liquid purchases only and cannot be used along with other offers.
- No return on products opened and not in original packaging.
- No exchange/return/refunds for short circuit kits.
- No exchange/refunds for personal likes and dislikes of the product once opened and used.
- No refund for courier charges if the return reason is a change of mind or refusal to accept on arrival.
- Due to hygiene reasons, E-liquids, mouthpieces, and coils do not have a warranty.