Returns & Refunds

You have 14 days by law to change your mind. We extend that to 30 days for unopened, unused items. Faulty goods are covered separately and for longer.

Last updated: 3 August 2026

1. Cancelling before dispatch

We pick and pack quickly, so contact us as soon as possible if you want to stop an order — email support@hayativapes.uk or call 01772 875800. Once an order has entered picking we may not be able to catch it, in which case follow the change-of-mind process below after it arrives.

2. Changing your mind

Under the Consumer Contracts Regulations you may cancel most online purchases within 14 days of receiving them. We extend this to 30 calendar days. To qualify, the item must be unopened, unused and undamaged, in its original manufacturer packaging, with all seals and labels intact.

Contact us first and we will confirm the return address. Return postage for a change of mind is yours to pay, and we recommend a tracked service — until it reaches us it remains your responsibility. Refunds are issued to the original payment method within 14 days of us receiving the goods.

What cannot be returned once opened

For health and hygiene reasons we cannot accept the return of e-liquids, nicotine salts, pods or any sealed item once the seal is broken, unless the product is faulty. This is a standard exemption under the Consumer Contracts Regulations and does not affect your rights over faulty goods.

3. Faulty, damaged or incorrect items

If something arrives broken, stops working, or is not what you ordered, tell us and we will replace or refund it — including your postage. Under the Consumer Rights Act 2015 you can reject a faulty item within 30 days of delivery for a full refund. After 30 days, and for six months from delivery, we will repair or replace it.

Please include your order number and, where you can, a photograph or a short description of what the device is doing. Rechargeable devices sometimes have a simple explanation — a pod not seated properly, or a battery that has run flat in transit — and we can often resolve it without you posting anything.

4. Batteries and safety

Never post a device you believe has a swollen, leaking or overheating battery. Contact us first and we will arrange safe disposal or collection. Damaged lithium batteries must not go into the normal postal system.

5. How to start a return

1. Email support@hayativapes.uk with your order number and what is wrong.
2. We reply with a returns reference and the address to use.
3. Send the item back, including the reference, using a tracked service.
4. We inspect on arrival and refund or replace within 14 days.

6. Your statutory rights

Nothing in this policy reduces your legal rights. If a product is faulty, not as described, or not fit for purpose you may be entitled to a refund, repair or replacement under UK consumer law regardless of anything written here. Free advice is available from Citizens Advice.

Hayati Vapes is a trading name of Love Vaping Ltd, registered in England & Wales under company number 11308158. VAT registration GB295311204. Registered office and warehouse: Unit 11–15, Fylde Road Industrial Estate, Fylde Road, Preston, PR1 2TY.