Limited Warranties

E-cigarette batteries, box mods, and mechanical box mods are consumable products and have a finite lifespan. They are under warranty for 90 days starting from the day of receipt. This warranty is void if the unit has been broken due to mishandling and/or tampering.

Coils/Cartomisers are orally consumable items and are not covered by a warranty. However, if deemed to be faulty, we may replace them at our discretion if contacted within 7 days of receipt.

Atomisers/Drip Tips/Clearomisers are covered by a strict 7-day warranty from the day of receipt as they are consumable oral products. Clearomisers which have been over-tightened, dropped, or crushed are not covered by this warranty.

Tanks are also covered under the 7-day manufacturer’s warranty as these are consumable oral products. However, Wake and Vape may replace these within 56 days of the purchase date if the fault is due to a manufacturer’s defect. Tanks which have been over-tightened, dropped, or crushed are not covered by this warranty.

Disposable units, such as the Stig Pods, are not covered by a warranty as they are consumable oral products.

Like most electronic cigarettes, certain paint finishes will deteriorate over time. General wear and tear is not covered under the manufacturer’s warranty and cannot be replaced/refunded under the guarantee.

The warranty and manufacturer’s guarantee on all products sold is only valid with the entire original packaging and contents that come with the purchased item – including any outer sleeves, accessories, and warranty cards.

Warranties are valid from the date of purchase. If any items are exchanged, repaired, or replaced, the warranty remains from the original purchase date unless an extended warranty is agreed upon by Wake and Vape. Returned items will be repaired or replaced as instructed by the manufacturer’s warranty; a refund will not be available outside of the Right to Cancel policy.

If we’re unable to determine a fault with the returned item, we will return the item to the customer exactly as it was received by us. In this case, we will not make any reimbursements for the return postage costs incurred by the customer, and we may charge an additional postage fee to send the item back.

For information on orders returned by the courier due to an undeliverable postal address, please see our Delivery Policy.

One Year (12 Months) Limited Warranty

Chargers, charging cases, and wall adaptor plugs are covered by a warranty period of one year (12 months) from the day of purchase. If an item has an electrical fault such as, but not limited to, failure to emit charge, we will replace it up to once. The replaced item will carry over the original item’s warranty. Any issues pertaining to user error such as, but not limited to, physically mishandling the item will result in the warranty being voided.

Conditions of Returns

In order to return a product, we advise requesting a Returned Merchandise Authorisation (RMA) Form and Number from a member of our Customer Service Team. Any unsolicited and unauthorised returns may get lost.

Returns MUST be received within 14 working days of the Right to Return request. If an item is not returned within this time frame, we are unable to accept it.

Once we have received a returned item, please allow up to 14 working days for it to be processed and replacements dispatched.

Repairs to any defective products, where possible, will be made before a replacement can be approved. A refund will only be made for a defective product under warranty if a suitable replacement cannot be issued.

Orders returned for a full refund excluding the postage charge under the Right to Cancel must be returned in full exactly as received. Failure to comply may result in a surcharge.

The warranty and manufacturer’s guarantee on all products sold is only valid with the entire original packaging that comes with the purchased item – including any outer sleeves and warranty cards.

Wake and Vape are not responsible for reimbursing any shipping cost for returning items.

Wake and Vape are not responsible for orders, outside of the Right to Cancel period, that get lost in transit. Therefore, we suggest sending returns via a trackable service. It is the customer’s responsibility to ensure their parcel is sent with the correct postage method. If an item is sent incorrectly, it does not reach us and may get destroyed by the postal company.

Exchanges

If you ordered the wrong product, we can exchange it as long as it is safely returned to us unopened and unused within 14 working days. We kindly ask that you pay for the return postage and packaging. Please contact customer services and request a Right to Return Form and RMA Number to ensure a speedy turnaround.

If you have received the wrong product(s) in error, please contact us immediately. Any products received can only be returned and exchanged if they’re unopened and unused. Due to the nature of the majority of products sold at Wake and Vape, most products cannot be resold once opened or used and would therefore need to be disposed of.

Right to Cancel

You have the right to cancel this order within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

Effects of Cancellation

If you cancel this order, we will reimburse you for all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

  • 14 days after the day we receive back from you any goods supplied, or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
  • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this order.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

You shall send back the goods to Wake and Vape at Unit 13, Spectrum Court, Intec 2, Wade Road, Basingstoke, RG24 8NE, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

In the case of orders for the supply of sealed goods which are not suitable for return due to health protection or hygienic reasons, the right to cancel ceases if the goods become unsealed after delivery. This includes e-liquids, clearomisers, tanks, coils, atomisers, and other consumable items.

A request to cancel an order before it is dispatched cannot be guaranteed. Should this be the case you are responsible for the safe return of the order for a refund or replacement in accordance with the Right to Cancel.

How to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. Please be aware of products which cannot be returned before requesting a cancellation; these are stated in the “Right to Cancel” section.

To exercise the right to cancel, you must inform us, Wake and Vape, of your decision to cancel this order by a clear statement via email or written letter to Wake and Vape, Unit 13, Spectrum Court, Intec 2, Wade Road, Basingstoke, RG24 8NE.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Wake and Vape reserves the right to change our warranty conditions without notice. We also reserve the right to refuse items returned to us which do not fulfil the requirements stated above.