Refund policy

Refunds & Returns Policy

At E-Juice Couture, customer satisfaction is our priority. If you experience any issue with your order, we'll work with you to find a fair and quick solution. Please read our Returns & Refunds Policy carefully before requesting a return or refund.

Damaged Products

If your order arrives damaged, please notify us as soon as possible.

Damaged products can be returned to one of our stores within 48 hours of the purchase date or delivery date. We recommend checking your order immediately after receiving it so that any damage can be reported within the required timeframe.

Faulty or Defective Products

We take great care to ensure every product meets our quality standards. If you believe you've received a faulty or defective item, please follow these steps:

  • Contact our customer support team immediately.
  • Include your order number along with a clear explanation of the problem.
  • We may ask you to provide photographs or a short video showing the fault so our team can investigate the issue.

Once the defect has been verified, we will issue a store voucher equal to the value of the faulty product. The voucher can then be used to place a replacement order.

Incorrect Items Received

If we accidentally send you the wrong product, please contact us as soon as possible.

We will arrange a replacement order at the earliest opportunity. If you choose not to receive a replacement, we will instead issue a full refund for the incorrect item.


Returns for Change of Mind

If you've changed your mind about your purchase, you may still be eligible for a return provided the following conditions are met:

  • The item remains unused, sealed, and in its original packaging.
  • The product is returned in a condition suitable for resale.
  • Return postage costs are the customer's responsibility.
  • Please include your order number together with a short explanation for the return.
  • We also request the shipment tracking number or courier reference so the return can be monitored.

Once the returned goods have been received and inspected, your refund will be processed if the products meet our return conditions.

Your 14-Day Cooling-Off Rights

Under the Consumer Contracts Regulations 2013, customers in the United Kingdom have the legal right to cancel eligible online purchases within 14 days of receiving their order.

If you notify us within this period and return the products in accordance with the regulations, you will receive a refund.

Our 30-Day Goodwill Return Guarantee

In addition to your statutory rights, E-Juice Couture offers a 30-day goodwill return policy for customers within the UK.

Products may be returned within 30 days of delivery, provided they:

  • Are completely unopened.
  • Remain sealed in their original packaging.
  • Have not been used in any way.

This goodwill policy is offered voluntarily and does not affect your legal rights relating to faulty, damaged, or incorrectly described goods.


Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns on:

  • Vape kits or accessories 
  • Used tanks.
  • Used atomisers.
  • Used pods.
  • e-liquids.
  • Drip tips (mouthpieces).
  • Opened coils.
  • Opened refillable pods.

If you're unsure whether your product qualifies for a return, please contact our customer support team before sending it back.

Refund Processing

Approved refunds will always be sent back using the same payment method used for the original purchase.

Please note:

  • Refunds generally appear within 5–10 business days, depending on your bank or payment provider.
  • Delivery charges are non-refundable unless:
    • The product was confirmed to be faulty.
    • The product was significantly different from what was advertised.
    • Your order was delivered later than our promised delivery timeframe.
      If the parcel has not been dispatched from our end. 

Cancelling an Order

Before Dispatch

If your order has not yet been dispatched, please contact us immediately by email or Live Chat.

We will cancel the order and issue a full refund, including any shipping charges already paid.

After Dispatch

Once an order has been shipped, it can no longer be cancelled.

However, you may return the order after delivery by following our standard returns procedure, provided the returned products meet our return requirements.

Our Refund Commitments

We aim to provide fair solutions whenever problems arise.

Lost Orders

If the courier confirms that your parcel has been lost in transit, we will provide a full refund.

ID Verification

If our customer support team requests age verification and you decide not to provide the requested identification, we will cancel the order and refund the full amount paid.

Out-of-Stock Products

If part of your order becomes unavailable after purchase, you will receive a refund for the unavailable item(s).

If every item in your order is unavailable, a full refund will be issued.

Missing Items

If your parcel arrives with missing products, we will refund the value of the missing item(s). Shipping charges will not be refunded in this situation.

Important Exceptions

Please note the following exceptions to our standard refund policy:

  • If the claim relates to a single item, we may offer a discount voucher instead of an immediate refund. The voucher will include the applicable shipping cost. Should you request a refund or replacement instead, shipping charges will not be included in the refund.
  • Where customers choose a premium delivery option (for example, next-day delivery) instead of our standard shipping service, any refund of delivery costs will be limited to the value of the standard delivery option.
  • If we issue a refund before inspecting a returned product and later determine that the item was not faulty or has been used, damaged, or otherwise falls outside our return policy, an appropriate deduction may be made to reflect the condition of the product, including any applicable shipping costs.

Need Help?

If you have any questions regarding returns, refunds, or your order, our customer support team will be happy to assist you.

Email: ejuicecouture_in@hotmail.com

Live Chat: Available on our website during business hours.

We're committed to making your shopping experience simple, transparent, and hassle-free.