Refund policy

Applies To: All purchases made via the Rontec Powered by Phoenix 2 Retail B2B website by trade customers.

Purpose

This policy sets out the terms under which Vape Local accepts returns from its business customers. It is designed to ensure fairness, compliance with UK legislation, and clarity in our trading arrangements.

Important Note - No Returns for Change of Mind

Vape Local supplies goods strictly on a business-to-business basis. As such, we do not accept returns where the customer has changed their mind, ordered in error, or no longer requires the goods.

All orders placed are considered firm orders and form a binding contract between Vape Local and the customer.

Faulty or Non-Conforming Products

We take product quality seriously. If you receive goods that are:

Faulty on delivery, or
Faulty on return by a customer, or
Not in conformity with the agreed specification,

You must notify us promptly as outlined below.

Notification of Faulty Goods

Timescale:

You must inform us in writing within 3 working days of receipt of the goods. For returns made by the end consumer, this is extended to 12 months from the date of purchase.

Method:

Email our customer service team with:
- Your business name and account number
- Order/invoice number
- Product name(s) and SKU(s)
- Description of the fault or non-conformity
- Photographic evidence where applicable

Assessment & Return Authorisation

We may request additional details or images to verify the issue.
Where necessary, we will issue a Return Authorisation Number (RAN) — no goods will be accepted without this number.
Goods must be returned in their original packaging (where possible) with all accessories, manuals, and any promotional items supplied.

Remedies

Once the returned goods have been inspected and the fault confirmed, Vape Local will, at its discretion:

Replace the goods, or
Issue a credit note to your account for the value of the faulty goods.

Refunds are not normally issued in B2B transactions unless agreed in writing.

Goods Damaged in Transit

If goods arrive visibly damaged:

Sign the carrier's delivery note as "Damaged" and take photographs.
Notify us within 24 hours so we can raise a claim with the carrier and arrange replacement or credit.

Exceptions

We will not accept returns where:

Goods have been used, altered, or misused after delivery.
The fault arises from normal wear and tear.
The goods were sold as "sale", "clearance" or "as-is" and the defect was disclosed prior to purchase.

Shortages

All shortages must be reported within 48 hours of delivery. Unfortunately, we cannot issue replacements for reports made after this period.

If a shortage is reported within 48 hours, we will carry out a full investigation, which includes:

Reviewing proof of delivery for any signs of tampering at the point of receipt.
Checking CCTV footage from our packing stations to confirm items were picked and packed in line with the order.

Where a genuine shortage is verified, our Customer Success Team will contact you promptly to arrange next steps and the delivery of replacement products.