Refund Policy for Stoyan Vapez Limited
Effective Date: 27 December 2024

At Stoyan Vapez Limited, we are committed to ensuring your satisfaction with every purchase. This Refund Policy outlines your rights and our obligations under UK consumer laws, including the Consumer Rights Act 2015 and other relevant legislation.

1. Your Rights to Refunds
You are entitled to a refund, replacement, or repair if a product you purchase is:

• Faulty or damaged upon delivery.

• Not as described.

• Unfit for the purpose intended.

If you wish to return a product for any of these reasons, please contact us as soon as possible at:

• Email: support@stoyanvapez.com

• Phone: 0330 133 3039

2. Cooling-Off Period for Online Sales
Under UK law, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. To exercise this right:

• Contact us within 14 days of receiving your order.

• Return the item(s) in their original, unused condition, including all packaging and accessories.

Exceptions to the cooling-off period include:

• Products that have been unsealed and are no longer suitable for resale (e.g., opened e-liquids or vape cartridges).

• Custom or personalized items.

3. How to Request a Refund or Exchange
To request a refund or exchange:

1. Contact us at support@stoyanvapez.com or call 0330 133 3039, providing your order details and reason for return.

2. Return the item(s) to our designated returns address:
   Returns Address: 69 Dodgson Road, Preston, PR1 5HN, England

3. Ensure the item(s) are securely packaged to prevent damage during transit.

We recommend using a tracked delivery service to ensure the safe return of your items.

4. Refund Process
Once we receive and inspect your returned item(s):

• We will notify you of the approval or rejection of your refund.

• Approved refunds will be processed within 14 days.

• Refunds will be made to the original payment method used for the purchase.

5. Faulty or Incorrect Items
If you receive a faulty or incorrect item:

• Contact us immediately at support@stoyanvapez.com or 0330 133 3039.

• We will arrange for a replacement or refund, including covering the cost of return shipping.

6. Shipping Costs for Returns

• For faulty, damaged, or incorrect items, we will cover the return shipping costs.

• For items returned under the cooling-off period or if no fault is found, the customer is responsible for the return shipping costs.

7. Exclusions
We cannot accept returns or offer refunds for:

• Products that have been used, opened, or tampered with (unless they are faulty).

• Products purchased as part of a clearance or sale where returns are explicitly excluded.

• Products returned without prior authorization.

8. Contact Us
If you have any questions or need assistance with a return, refund, or exchange, please contact us:

• Email: support@stoyanvapez.com

• Phone: 0330 133 3039

Note: This Refund Policy does not affect your statutory rights under UK law.

Effective Date: 27 December 2024