DELIVERY POLICY
Last updated 25th February, 2021

  • We ship orders Royal Mail – tracking references will be emailed to the address you used to make the purchase on our website
  • Untracked shipping options such as free shipping, royal mail 24 & royal mail 48 cannot be compensated for any delays.
  • Due to the on going effects of the pandemic shipping times have been affected due to a shortage of staff at Royal Mail. These are estimates only and have been created by IVG to compensate for the delays and could be much quicker or longer than normal, we apologise for the inconvenience in advance. 
    – Royal Mail 24 Tracked – Normally next working day, now adjusted to 1-3 working days
    – Royal Mail 48 Tracked – Normally up to 2 working days – now adjusted to 2-4 working days
    – Royal Mail 24 Untracked (Standard) – Normally up to 2 working days – now adjusted to 2-4 working days
    – Royal Mail 48 Untracked – Normally up to 3 working days – now adjusted to 4-6 working days
  • Deliveries will usually be made within 1 working day after you place your order [excluding Weekends & Bank Holidays]
  • Your order can be delivered anytime between 7 am and 7 pm and a signature may be required on receipt.
  • If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.
  • Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.
  • Free postage is available on orders over £30 or more

 

RETURN POLICY
Last updated 7th April , 2021

RETURNS

To start any returns process please contact us using the contact form on https://www.ivapegreat.com/contact-us/

Accidental orders 

You must notify us within fourteen (14) days of the purchase date, and return your accidental order within 14 days of receiving the goods. All returned items must be in new and unused condition, sealed, with all original tags and labels attached, upon receipt and inspection of the goods we will refund you the full cost of your purchase excluding delivery costs and charge a 10% restocking fee.

We advise that you send any returned good you send to be sent via recorded delivery and in suitable packaging as I Vape Great will not accept responsibility for lost or damaged in transit goods.

Damaged Goods in Transit

Providing photographic evidence will help us resolve your issue, this is not mandatory but helps us improve our services to you. All returns must be posted within twenty eight (28) days of the purchase date.

Faulty Goods

You can report faulty goods within 6 months of your purchase date to us.

Upon receipt of the returned goods, if the item is defective we can offer you a refund within the first 30 days of purchase or a replacement, or if the product is no longer available we will issue a refund including your postage fees or offer an exchange for an alternative product of your choice

We may ask you further questions either before or during the returns process or provide assistance on the use of the product to help prevent the need for a return, this may include but not limited to photographs, descriptions or a telephone call to find out more information.

If we investigate your return and find that the device is not faulty, caused by wear & tear or accidental damage you will liable for any costs incurred returning the goods to us.

Some goods have extended manufacturer warranties outside of our returns policy, please consult with the manufacturer of your device or coils.

IVG Bars
If you have encountered a fault with your IVG Bar and have purchased it from one of our stockists, please return the item to the store of purchase for a replacement, if your local store does not accept your return please contact us by visting https://www.ivapegreat.com/contact-us/ and we will contact the store on your behalf to arrange a replacement.

If you have purchased an IVG Bar from our online store and have experience an issue then please get in touch by visiting https://www.ivapegreat.com/contact-us/, we may ask you for batch numbers and or photos of your device and packaging to help us with quality control so we can provide a better experience.

RETURN PROCESS
To return an item, please contact our customer service department at https://www.ivapegreat.com/contact-us/ to obtain a Returns Form

After receiving an Returns Form place the item securely in packaging along with a copy of the returns form., and mail your return to the address we provide to you via email.

REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return, exchange or refund. Please allow at least twenty eight (28) days from the receipt of your item to process your return or exchange. We will notify you by email when your return has been processed

Once any form of refund has been confirmed we will aim to process your refund within 5 working days, in some instances we may ask for your bank account number and sort code to complete the refund if standard refunds are not available to us.

QUESTIONS
If you have any questions concerning our return policy, please contact us at https://www.ivapegreat.com/contact-us/

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