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Store Policy: Consumer Rights Act 2015

Our Store policy


Our store policy is legally governed and follows the Consumer Rights Act 2015.This was introduced to protect the legal rights of all customers who purchase from a B&M store and to ensure they are treated fairly. 

Product Quality 

All products sold at Dragon Vapour will follow three basic principles: 

  • Be fit for purpose 
  • Satisfactory quality 
  • Match product description 

Here at Dragon Vapour Ltd, we have a very strict policy in place to ensure that all customers receive an honest service and any misleading sales tactics that are reported are treated as a matter of urgency. As a result, we can promise all customers a service which is guaranteed to be 100% honest. This is at the very heart of our business model.    

Faulty Products 

Items and products which are purchased from Dragon Vapour Ltd have a limited 30 day warranty from the day of ownership. In this time, if a product develops a manufacturer's fault, please feel free to bring the product back to us and will either offer you a replacement, refund or store credit. 

After 30 days, customers are not legally entitled to any refunds and must contact the manufacturer. However, please feel to pop into store before contacting the manufacturer to see if we can assist in anyway. 

After 30 days, if a product develops a manufacturer's fault, we will either offer you a repair service or replacement. The same applies if a product isn't fit for purpose, satisfactory quality or doesn't match the product description. 

The First 6 Months

If you discover a fault within the first 6 months of purchase, it will be presumed the fault was there when you took ownership unless we prove otherwise. We will either offer you in store credit or a replacement. 

After 6 Months 

After 6 months, the burden of proof falls onto the customer if a manufacture's defect or fault develops. For a customer to prove any fault, they will need an expert opinion or evidence. In this scenario, there is one exemption though. If a product is known to have a certain fault or problem across the whole product range, then the customer does not have to prove it and we will either offer them a replacement or store credit. 

Original Packaging & Proof 

Any item that is being returned must be returned with its original packaging and you must provide proof of purchase. The best proof of purchase is the original receipt but you can also use your bank statement as proof of purchase. 


The Consumer Rights Act does not apply to perishable goods due to health and hygiene reasons. These include:  

  • Tanks, RDAs, RTAs, RTDAs & Drip Tips
  • E-Liquids 
  • CBD 
  • Nicotine Booster Shots 
  • Replacement Coils 
  • Base Mixes 
  • Pods 
  • Cotton

The Consumer Rights Act also doesn't cover accidental damage, liquid damage, misuse and neglectful treatment of any products. 

Disposable E-Cigarettes 

If you purchase a disposable e-cigarette device off us and it turns out to be faulty, please contact the manufacturer directly. Always remember to keep hold of the original packaging and receipt. 

Trading Standards 

We always trade in a fair and legal way, however if you have a complaint that you believe hasn't been dealt with in an appropriate way, you can take your concerns to Trading Standards. Please click here

Plastic Bags 

As of 21st May 2021, the charge for single use plastic carrier bags was increased to 10p and now applies to all retail businesses, regardless of their size. As a result, we now have to legally charge 10p per plastic bag. To find out more, please click here

Our store policy applies to any location that is trading as Dragon Vapour.