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RELX UK Online Flagship Store Return and Refund Policy
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United Kingdom consumer returns, refunds and two-year device warranty.
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⚠ IMPORTANT Contact us before returning any item so that we can provide the correct return instructions and address. |
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Last updated: 24 August 2026
This policy applies to consumer purchases made through www.relxvape.co.uk and forms part of our Terms of Service. Nothing in this policy limits your statutory rights under UK consumer law.
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1. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, contact support@relxvape.co.uk as soon as possible and include your order number. We will try to stop the order, but we cannot guarantee cancellation once picking, personalisation or dispatch has begun.
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2. Your Right to Change Your Mind
For most goods bought online, you may cancel your purchase within 14 days after the day you receive the goods, without giving a reason. To exercise this right, email support@relxvape.co.uk with your name, order number and a clear statement that you wish to cancel.
After notifying us, you must return the eligible goods within a further 14 days. You are responsible for the goods until they reach us.
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3. Products That Cannot Be Returned for Change of Mind
The change-of-mind right does not apply, or may be lost, in the following circumstances:
sealed goods that are not suitable for return for health protection or hygiene reasons, including pods, e-liquids, mouth-contact products and similar consumables, once their seal or protective packaging has been opened;
goods made to your specifications or clearly personalised, including engraved devices, unless they are faulty or not as ordered;
goods that have been mixed inseparably with other items after delivery; or
any other category excluded from the statutory cancellation right by applicable law.
Sale, clearance and near-expiry products remain covered by your statutory rights. A reduced price does not remove your rights where goods are faulty, misdescribed or otherwise do not conform to the contract.
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4. Condition of Returned Goods
You may inspect goods in the same way you reasonably could in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Where possible, return goods with all original components, accessories and packaging.
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5. Return Delivery Costs
For a change-of-mind return, you are responsible for the direct cost of returning the goods.
If goods are faulty, damaged on arrival, misdescribed or not what you ordered, we will reimburse reasonable return costs or provide an appropriate return method.
Please contact us before sending any return so that we can provide the correct instructions. Do not send returns to an address shown on the website without first receiving return authorisation.
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6. Refunds
For an eligible change-of-mind cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any extra amount paid for premium, timed, same-day or Saturday delivery is not refundable unless the goods were faulty or the service was not provided as agreed.
We will make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or receive that evidence. Refunds are normally made to the original payment method.
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7. Faulty, Damaged or Incorrect Goods
Goods must be of satisfactory quality, fit for purpose and as described. If you believe an item is faulty, damaged or incorrect, contact support@relxvape.co.uk promptly with your order number, a description of the issue and, where reasonably requested, photographs or video evidence.
Depending on the circumstances and your statutory rights, the available remedy may be a refund, repair or replacement. Your short-term right to reject faulty goods is generally available for 30 days, subject to applicable law. After that period, repair or replacement may be the first remedy.
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8. Two-Year Device Warranty
In addition to your statutory rights, devices purchased directly from www.relxvape.co.uk include a two-year limited warranty from the date of purchase. The warranty applies to manufacturing defects in the device and does not cover pods, e-liquids or other consumable items.
The warranty does not cover normal wear and tear, cosmetic damage, accidental damage, misuse, liquid ingress caused by misuse, unauthorised modification or repair, use with incompatible accessories, improper storage, or damage caused by failure to follow product instructions.
We may ask you to return the device for inspection and provide proof of purchase. If a valid warranty claim is confirmed, we may repair the device or replace it with the same model or an equivalent model. Any replacement does not restart or extend the original two-year warranty period unless required by law.
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9. Contact
Email: support@relxvape.co.uk
Telephone: 020 7052 4674
