We have a 30-day return policy, which means you have 30 days after purchase date item to request a return

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at london@ugvapes.com. Please note that returns will need to be sent to the following address: 512 Dundas St., Woodstock, Ontario N4S 1C5

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at london@ugvapes.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  We do not accept returns on Vape Pods, E-liquid or disposables that do not perform to advertised length of use or the flavor is not what is expected.  

Exceptions / non-returnable items
Any vape product from our store that has been opened and or used.  Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at london@ugvapes.com.

Shipping

Underground Vapes London will supply a return label to the customer free of charge.  It is up to the customer to package the product, apply the return label and take the package to the appropriate location depending on what courier is used for the return.  If the product is being exchanged, the customer will be subject to normal shipping rates for exchanged product.