Refunds & Return Policy
Retail Supply LTD trading as RIX Vapes
Refunds & Returns Policy
At RIX Vapes, we aim to provide a fair and straightforward returns process to ensure customer satisfaction with every order.
Product descriptions are provided as accurately as possible. However, images are for illustrative purposes only and product appearance may vary slightly.
Returns Process
If you experience an issue with your order, please contact us as soon as possible at:
📧 sales@rixvapes.co.uk
Please include:
• Your order number
• A clear description of the issue
• Photos where applicable
Please ensure your name, address, and order number are included with your return to avoid delays.
We will review your request and provide instructions for returning your item if approved. Items sent back without prior approval may not be accepted.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect:
• You must notify us within 3 days of delivery
• Faults must be reported within 30 days of delivery
• We may request evidence (e.g. photos)
• The item may need to be returned for inspection
Once received, we will assess the item and provide a resolution. Please allow up to 5 working days for processing.
Where appropriate, we will:
• Replace the item
• Provide a refund
If an item is found not to be faulty, we reserve the right to return it to you.
Change of Mind Returns
If you change your mind, you may cancel your order and return the goods within 14 days of receiving them.
Conditions:
• Items must be unopened, sealed, and in original packaging
• You are responsible for return postage costs
• Where required by applicable consumer law, we will refund the standard delivery cost paid (delivery upgrades are non-refundable)
We recommend using a tracked delivery service, as we cannot guarantee receipt of returned items.
Important – Hygiene & Safety
Due to the nature of our products:
👉 Opened e-liquids or nicotine products cannot be returned under any circumstances
This is for hygiene and safety reasons.
Missing Items
If any items are missing from your order:
• Please check packaging carefully first
• Notify us within 3 days of delivery
We will investigate and resolve the issue where appropriate.
Return Conditions
Returned items must be:
• Properly packaged
• Sent securely
We are not responsible for damage caused during return shipping due to inadequate packaging.
We recommend taking photos before sending returns.
Inspection & Resolution
Returned items may be inspected upon receipt.
Inspection may take up to 7 days.
If the item is confirmed faulty, we will issue a replacement or refund.
If the item is not faulty, it may be returned to you.
Refunds
If your return is approved, refunds will be issued to your original payment method.
Refunds will be processed without undue delay and within 14 days of receiving the returned goods or proof that they have been sent back.
Please note that your bank or payment provider may take additional time to process the refund once issued.
Orders Cancelled Before Dispatch
If you contact us before your order has been dispatched, we will attempt to cancel the order and issue a refund.
If the order has already been dispatched, it will need to be treated as a return.
Non-Returnable Items
We do not accept returns for:
• Opened e-liquids or nicotine products
• Clearance items
• Expired products
Statutory Rights
Nothing in this policy affects your statutory rights.
