6. Product Images and Variations
The product images on our website are for illustration purposes only. While we make every effort to display colours accurately, we cannot guarantee that your device's screen will perfectly reflect the actual product colour. Slight variations may occur.
7. Packaging Differences
The product's packaging may differ from what is shown on our website. Returns cannot be made solely due to differences in packaging.
Requesting a Change to Your Order
If you want to modify your order, please contact us. We’ll let you know if the change is possible and inform you of any adjustments to the price, delivery time, or other relevant details.
If the change isn’t possible or the new terms aren’t acceptable, you may end the contract (see Clause 8 – Your Rights to End the Contract).
When and How We Make Changes
8. Minor Changes to Products
We may make minor changes to products:
- (a) To comply with legal and regulatory updates, such as changes in packaging or product design required by law.
- (b) To improve safety or functionality, including minor technical adjustments that do not impact how you use the product.
How We Deliver Your Products
9. Delivery Costs
Delivery costs are displayed on our website at checkout.
10. Delivery Timeframes
We will inform you of the estimated delivery date during checkout. We will deliver your order as soon as reasonably possible and no later than 30 days after the acceptance of your order.
11. Delays Beyond Our Control
If an unforeseen event delays your order, we will notify you and take steps to minimise the delay. We are not liable for delays caused by such events, but if the delay is substantial, you may cancel your order for a refund.
12. If You’re Not Home for Delivery
If no one can receive your order, which cannot be posted through your letterbox, you will receive instructions on rearranging delivery or collecting it from a local depot. The carrier will attempt delivery two more times before returning the order to us.
13. Failure to Re-arrange Delivery
If you do not collect your order or rearrange delivery within 14 days, the product will be returned to us. We will contact you for further instructions and may charge storage and redelivery fees. If we cannot reach you, we may cancel the contract (see Clause 10).
14. Responsibility for Goods
Once delivered to your address, the product is your responsibility.
15. Ownership of Goods
You own the product once it has been dispatched.
Your Freedom to End the Agreement
16. Ending Your Contract
You may end your contract with us at any time, but your rights depend on the circumstances:
- (a) If the product is faulty or misdescribed, you may be entitled to a refund, repair, or replacement (see Clause 11).
- (b) If we have done something wrong or informed you of a change you do not accept, see Clause 8.2.
- (c) If you change your mind, you may be eligible for a refund within the cooling-off period, subject to deductions (see Clause 8.3).
17. Ending the Contract Due to Our Actions
You may cancel the contract immediately and receive a full refund if:
- (a) We have made an error in pricing or product description, and you do not wish to proceed.
- (b) Supply of the product is significantly delayed due to circumstances beyond our control.
- (c) You have a legal right to cancel due to our failure to meet contractual obligations.
18. Changing Your Mind (Consumer Contracts Regulations 2013)
UK customers have a legal right to cancel online purchases within 14 days and receive a refund, subject to the terms outlined here.
19. Goodwill Guarantee
Our goodwill policy extends beyond legal requirements. All customers can return goods within 30 days of delivery. This does not affect your rights regarding faulty or misdescribed products (see Clause 11.2).
20. Exceptions to Cancellation Rights
You cannot return products that are sealed for health or hygiene reasons (e.g., vape kits) if they are unsealed after delivery.
21. Cancellation Timeframe
You have 30 days from the day you (or your nominee) receive the goods to change your mind. If your order arrives in multiple deliveries, the 30-day period begins from the final delivery date.
Ending Your Agreement with Us
22. Ending the Contract
To end the contract, send us an email at support@13vapes.com, providing your name, order number, and delivery/billing address.
23. Returning Products
If you cancel the contract after receiving the products, you must return them to us. Include the return slip or a note with your name, order number, and reason for return.
If exercising your right to change your mind, you must return the products within 14 days of notifying us. We cover return costs via Royal Mail. Refunds will only be issued once we receive the returned products. See our returns page for details.
24. Refunds
Refunds, including delivery costs, will be processed via your original payment method. Deductions may apply. See our return and refund page for details.
25. Deductions for Handling
If you return a product after handling it beyond what is acceptable in a shop, we may reduce your refund to reflect the loss in value. If a refund is issued before inspection and we later find unacceptable handling, you must reimburse us accordingly.
26. Refund Timeline
Refunds will be processed as soon as possible and within 14 days of receiving the returned product or proof of return. See Clause 9.2 for return details.
Conditions Under Which We Can End the Contract
We reserve the right to terminate this contract if you don’t follow our terms. Specifically, we may terminate the contract for a product at any time by providing written notice if you do not, within a reasonable period, permit us to deliver the products to you or arrange for their collection.
Reporting and Resolving Product Issues
27. Reporting Issues
If you have questions or complaints about a product, contact us via live chat on our website or email at support@13vapes.com.
28. Legal Rights
We are legally required to supply products that conform to this contract. Your statutory rights remain unaffected. A summary of these rights is provided below.
29. Returning Rejected Products
If you exercise your legal right to reject a product, you must return it by post. We will cover the cost of return shipping. See Clause 9.2 for return instructions.
Pricing and Payment Details
30. Pricing and VAT
The product's price, including VAT, is as indicated on the order page at the time of purchase. We take reasonable care to ensure pricing accuracy; however, see Clause 12.3 regarding pricing errors. If VAT rates change between your order date and the date of supply, we will adjust the VAT accordingly unless you have already paid in full.
31. Pricing Errors
Despite our best efforts, some products may be incorrectly priced. If the correct price is lower than stated, we will charge the lower amount. If the correct price is higher, we will contact you for instructions before accepting your order. If we process an order with an obvious pricing error that you could reasonably have recognised as a mistake, we may cancel the contract, refund your payment, and request the return of any goods provided.
32. Payment Terms
Payment is required in full before dispatch. If you believe an invoice is incorrect, contact us promptly. No interest will be charged while the issue is under review.
Our Commitment to Covering Loss or Damage
33. Liability for Foreseeable Loss or Damage
We are liable for loss or damage that arises as a foreseeable consequence of our failure to comply with this contract or to exercise reasonable care and skill. Loss or damage is foreseeable if either obvious or contemplated by both parties at the time of contracting, such as if discussed during the sales process.
34. Limitations of Liability
We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by our negligence (or that of our employees, agents, or subcontractors), fraud or fraudulent misrepresentation, and breaches of your statutory rights as outlined in Clause 11.2.
35. Exclusion of Business Losses
Our products are supplied for private, non-commercial use. We are not liable for any business-related losses, including, but not limited to, lost profits, business interruption, or loss of business opportunity.
Other Important Terms
36. Assignment and Third-Party Rights
We may transfer our rights and obligations under this agreement to another entity. If such a transfer occurs, we will notify you in writing and ensure your contractual rights remain unaffected. You, however, may not transfer your rights or obligations under this agreement without our prior written consent. This contract is solely between you and us; no third party has any right to enforce its terms.
37. Enforceability and Waiver
If any provision of this agreement is deemed unlawful or unenforceable by a court or relevant authority, the remainder shall remain in full force and effect. Our failure or delay in enforcing any provision shall not be construed as a waiver of our right to enforce it later.
38. Governing Law and Jurisdiction
This agreement is governed by English law.
- If you reside in England or Wales, legal proceedings may be brought in the courts of England and Wales.
- If you reside in Scotland or Northern Ireland, proceedings may be brought in either the courts of your jurisdiction or in the courts of England.
