Last updated: 30 September 2026
At Hillsborough Vape Lounge Limited, we want you to be happy with your purchase. This policy explains how returns, cancellations, refunds and faulty products are handled when purchasing from our website or through Click & Collect.
1. Our Business Details
Hillsborough Vape Lounge Limited
Company Registration Number: 15527957
Registered Office: 568 Langsett Road, Hillsborough, Sheffield, S6 2LX
Email: info.hillsboroughvapelounge@gmail.com
Telephone: 0114 453 9746
2. Cancelling an Online Order
If you purchase products from our website, you generally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
If you wish to cancel an order, please contact us within the 14-day cancellation period by email or telephone.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods to us.
The goods should be returned in a condition that allows us to assess them in accordance with your statutory rights.
You may handle goods to the extent necessary to establish their nature, characteristics and functionality, in a similar way to how you could reasonably inspect them in a shop. If goods have been used or handled beyond what is reasonably necessary, we may be entitled to make a deduction from the refund where permitted by law.
3. Products That Cannot Be Returned Once Opened
Certain products may be excluded from the statutory cancellation right where an applicable legal exception applies.
This can include certain sealed products which are not suitable for return for health or hygiene reasons once unsealed.
Where a legal exception applies, we will clearly communicate this where appropriate.
This does not affect your statutory rights if a product is faulty, defective, not as described or otherwise does not conform to the contract.
4. Returning an Order
If you cancel an online order, you are responsible for returning the goods to us unless we have agreed otherwise or the goods are faulty, incorrect or otherwise require return at our expense.
We recommend using a tracked delivery service and retaining proof of postage until your return has been processed.
You remain responsible for the goods until they are received by us.
5. Refunds
Where you are entitled to a refund following cancellation, we will normally refund the relevant amount within 14 days of receiving the returned goods, or earlier where required by law.
For an eligible cancellation, we will refund the cost of the standard delivery service you originally selected. If you paid for a more expensive delivery option, we are only required to refund the equivalent standard delivery cost.
Where permitted by law, we may make a reasonable deduction from a refund if goods have been handled beyond what was necessary to establish their nature, characteristics and functionality.
Refunds will normally be made using the original payment method.
6. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged on arrival, not as described or does not do what it is supposed to do, please contact us as soon as possible.
Please provide your order details and, where appropriate, photographs or other information that may help us assess the issue.
Your statutory consumer rights are not affected by this policy.
Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.
We will not use this policy to exclude or restrict rights that you have under applicable consumer law.
7. 90-Day Warranty on Vape Devices
Vape devices purchased from Hillsborough Vape Lounge are covered by a 90-day warranty against manufacturing defects.
The warranty applies where a device develops a fault that is reasonably determined to be the result of a manufacturing issue.
Examples of issues that may be considered under the warranty include a device failing to operate correctly due to an underlying manufacturing defect.
The warranty does not cover faults or damage caused by:
- Accidental damage
- Physical damage, including drops or impact damage
- Misuse or improper use
- Liquid damage or e-liquid entering areas of the device where it should not
- Damage caused by leaking or incorrectly fitted components
- Unauthorised modifications or repairs
- Damage caused by using the product contrary to the manufacturer’s instructions
- Normal wear and tear
- Cosmetic damage that does not affect the operation of the device
We may need to inspect or test a device before determining whether the issue is covered by the 90-day warranty.
Where a genuine manufacturing defect is confirmed, we will provide an appropriate remedy in accordance with the circumstances and applicable law.
The 90-day warranty is an additional warranty provided by Hillsborough Vape Lounge and does not replace, restrict or limit your statutory consumer rights.
8. Consumables, Coils, Pods and E-Liquids
Consumable products such as e-liquids, coils, pods and similar products may be subject to restrictions on return once opened or used where an applicable legal exception applies.
If a product is faulty, defective, damaged, incorrectly supplied or otherwise does not conform to the contract, please contact us so that we can assess the issue under your statutory rights.
9. Click & Collect
If you select Click & Collect, please inspect your order when collecting it where reasonably possible.
If an item is incorrect, visibly damaged or you believe there is an issue with the order, please raise this with a member of staff.
Your statutory consumer rights continue to apply to Click & Collect purchases.
10. Proof of Purchase
We may ask for reasonable proof that a product was purchased from Hillsborough Vape Lounge.
This may include:
- Order confirmation
- Receipt
- Order number
- Email confirmation
- Other reasonable evidence of purchase
11. Statutory Consumer Rights
Nothing in this policy affects your statutory rights as a consumer.
Under UK consumer law, goods should be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may have legal rights to a repair, replacement, price reduction or refund depending on the circumstances.
A manufacturer’s warranty or our 90-day device warranty does not remove these statutory rights.
12. How to Contact Us About a Return or Fault
To discuss a return, cancellation, refund or faulty product, please contact:
Hillsborough Vape Lounge Limited
Email: info.hillsboroughvapelounge@gmail.com
Telephone: 0114 453 9746
Please include your order number where possible.
We will then advise you of the appropriate next steps.
13. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect changes to our business, website or applicable legal requirements.
The latest version will always be published on our website.
Last updated: 30 September 2026