Shipping & Returns
We currently only ship products to UK, Channel Isles and Isle of Man addresses. If you would like a product to be shipped to an address outside the UK please visit our partner site V2 Cigs International. If you have any questions, please don’t hesitate to contact us.
FREE UK Delivery is available on all orders over £29.99. Orders will be sent via Royal Mail’s 24 Hour Tracked Delivery service.
UK DELIVERY OPTIONS
We offer the following delivery options:
£2.95 Standard - 48 Hour Royal Mail Tracked Delivery Our standard delivery option is Royal Mail’s 48 Hour Tracked Delivery service. Please allow 2-3 days for delivery when selecting this service.
Choose this option if you live in a block of flats where parcel carriers other than Royal Mail have no access to the building and/or you live in a remote rural area.
£3.50 - 24 Hour Royal Mail Tracked - Next Day Delivery Deliveries are Monday to Saturday. Please order before 4pm, Monday to Friday, for next day deliveries.
Choose this option if you live in a block of flats where parcel carriers other than Royal Mail have no access to the building and/or you live in a remote rural area.
£3.75 - Next Day Delivery APC Courier Express - Please be aware this service. Orders must be placed between Monday and Friday, and before 3pm to qualify.
£7.95 - Royal Mail Special Delivery Guaranteed by 1pm Please be aware orders must be placed before 4pm, Monday and Friday to qualify.
In order to obtain the quickest delivery for our customers, we may use a parcel carrier for some next day deliveries. Next day deliveries are not guaranteed by Royal Mail or parcel carriers, but are delivered the next day on more than 98% of occasions.
Some remote regions of the UK (i.e. Highlands and Islands) have limitations on Next Day/Special Guaranteed Next Day services. These parcels are only delivered by Royal Mail. Please visit the Royal Mail website for full details and service restrictions on all mail services.
If you have a BFPO address please select one of the Royal Mail shipping options.
ORDER TRACKING INFORMATION
Your order’s tracking code will be added to your order (and emailed to you) on the day your order is dispatched.
Standard & Special Guaranteed deliveries are sent via. Royal Mail. You can enter your tracking code on the Royal Mail Track and Trace website to follow the progress of your order.
Next Day Express deliveries are sent via. APC Overnight. APC Overnight’s delivery services are enhanced by the APC Tracking System which ensures your order has traceability every step of the way.
In order to obtain the quickest delivery for our customers we may use a Parcel Carrier for some Next Day deliveries.
ADDITIONAL DELIVERY INFORMATION
For your security, a signature from an adult (18+) is required to confirm delivery for both Royal Mail and courier deliveries. An exception to this is if you inform us to leave your parcel in a "safe place" without signature required. If you know that you will not be at home to receive and sign for your parcel, please select an alternative delivery address or specify a neighbour or a "safe place" option.
Please be aware that if you use a "safe place" option with your shipping method, we are not responsible for any non-delivery or non-receipt of parcels where Royal Mail or the courier states that they have delivered the parcel per your instructions.
If you are not at home to receive your parcel, Royal Mail or the courier has the right to leave your parcel with a neighbour.
Please enter your address and postcode carefully. Unfortunately, we cannot take responsibility for incorrect addresses supplied by our customers.
You may also arrange to have the goods collected from us (at our postal address) if this is more convenient.
RETURNS INFORMATION
We are committed to high standards of customer service and satisfaction and we are confident of the quality and taste of our products, therefore, we are pleased to offer our customers enhanced customer service terms.
Our standard returns and refund policy is in accordance with the UK Consumer Rights Act 2015 (CRA 2015) which outlines your rights to cancel your order.
Should you wish to return any item purchased from us, please download our Returns Form (which will be mentioned within the terms and conditions) and read the information of your relevant issue below.
GOODS YOU WISH TO RETURN
If you are not satisfied with your purchase, you may return it. We will give you a refund for the value of the goods which are unused and in a resalable condition.
We request that you notify us within 14 days from receipt of your purchases that you wish to return an item. You will be required to download and complete our Returns Form. This must be included with your items when sent back to us. Please be aware that we are unable to process a refund with an incomplete Returns Form.
You will need to pay any postage or shipping costs and to ensure that we receive goods we recommend that you return them using tracked delivery. We ask that you retain the proof of postage/tracking. Should the product be found faulty we will refund your postage up to the value of £4.99. Should we establish that you are not entitled to a refund or a replacement we will return the items to you at your expense.
You should get your refund within 14 days once it has been agreed that you are entitled to a refund.
For a full refund, product(s) must be:
- Unused and in an undamaged condition, and must be in a resalable condition with the original packaging
- All consumable items are sold in sealed containers. Refunds can only be offered, in accordance with the Consumer Contracts Regulations and Health and Safety Regulation, where all the seals are intact and the items are unused
DAMAGED OR FAULTY GOODS ON ARRIVAL
We do our best to ensure that your goods arrive in perfect working condition. If your goods arrive damaged or faulty please notify us as soon as practically possible.
- Please contact us via. telephone (01733 555555), email (help@vsavi.co.uk) or our live chat for a pre-paid postage label. Please do not contact us via. social media channels.
- Please download and complete our Returns Form.
- Include the Returns Form with the item(s) you are returning. We cannot process refunds without a Returns Form or an incomplete Returns Form.
We reserve the right to inspect and test any product that is returned to us on the basis that it is damaged or defective. Should the returned item(s) be found to be damaged or defective, a refund or replacement product will be given within 14 days of agreeing that you are entitled to a refund. Should we establish that you are not entitled to a refund or a replacement we will return the items to you at your expense.
FAULTY GOODS WITHIN 30 DAYS OF PURCHASE
In the unfortunate event that a product fails within 30 days of your purchase being received:
- Stop using the product as soon as you become aware that there is a fault.
- Notify us as soon as practically possible.
- Please download and complete our Returns Form.
- Include the Returns Form with the item(s) you are returning. We cannot process refunds without a Returns Form or an incomplete Returns Form.
We recommend that you return your purchase to us via. a recorded delivery service, and that you retain the proof of postage. The cost of any return postage you have paid (up to £4.99) will be refunded to you if we agree that the items are faulty.
We reserve the right to inspect and test any product that is returned to us on the basis that it is faulty or has failed. In order to establish the fault, we will conduct thorough tests on the product. In most instances, we will also take photographs of the returned products. Should we find that the product is faulty we will offer you a replacement. This does not alter your right to a full refund if you prefer.
In the event that our tests show the product to be in good working order or that the product has been damaged by misuse, physical abuse or incorrect operation in a manner that is inconsistent with the specified use, we will return the product to you at your cost.
Replacements for VSAVI Standard Batteries and VSAVI Long Batteries are limited to a maximum of 3 replacements per order, up to 3 months after the original purchase. To the extent permitted by law, this warranty and the remedies set forth are exclusive and in lieu of all other warranties, remedies and conditions, whether oral, written, statutory, express or implied. Any express warranty not provided herein, and any remedy other than the warranty contained herein that might arise by interference or operation of law, is hereby excluded and disclaimed including the implied warranties of merchantability and of the fitness for a particular purpose. replacement or repair of a product is your exclusive remedy under this warranty.
Your statutory rights are not affected.
