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Consumer Online Protection: Consumer Contracts Regulation 2014

Our Online Policy 

Online customer and consumers have their rights protected by the Consumer Contracts Regulation which was introduced in June 2014. This covers topics such as faulty products, cancelling orders and the right to refunds and governs online sales and telephone orders. Dragon Vapour Ltd fully incorporates and follows this as its policy. 

Definitions 

"You" = Customer/Consumer 

"Us, We, Our" = Dragon Vapour Ltd 

"Courier" = Delivery Company 

Rights to Cancel & Refund Orders 

Online customers have the right to cancel any orders within 14 days of placing an order with us. We will then refund customers within 14 days of receiving the goods back. Its best to send all goods back using a tracked and signed for service because you will then have proof when the items were received by us. Any delivery costs incurred from sending items back are at the expense of the consumer. Unless a product is faulty, we also charge a 25% restocking fee. A 25% cancellation fee may also be applied to orders that fail our age verification checks. 

Please note, this does not apply to goods that have been accidentally damaged or items which have been opened or without their original packaging. 

Refunding The Cost of Delivery  

Whilst it is always best to send items back using a tracked and signed service, we only legally have to refund customers the basic cost of delivery. 

Exemption of Consumer Contracts Regulation 

The Consumer Contracts Regulation does not apply to the following perishable items due to health and hygiene reasons: 

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

Consumer Contracts Regulation also doesn't cover accidental damage, liquid damage, misuse and neglectful treatment of any products. 

Faulty Products 

This is governed by the Consumer Rights Act 2015. 

Delivery of Goods 

As an online retailer, we are responsible for any products until they reach you. As a customer your contract is with us, and our contract is with the delivery courier. If your order is lost or stolen, please get into contact with us and we'll open an investigation into missing items. If the items are deemed as lost or stolen, we will send a replacement order out as soon as possible. If you receive an order from us and the items are damaged or incorrect, please email us immediately with photographic evidence and we'll take steps to rectify the issue. 

If an order is deemed as lost or stolen and the goods are received, it is the customer's responsibility to notify us, especially if we have sent out a replacement order. Failure will result in additional charges.

Our default delivery period is 30 days. If after 30 days, you have not received your order, you have the right to cancel your purchase and receive a full refund.

Currently, we only offer Next Day Delivery as a guaranteed service in terms of time. Orders placed on a Next Day Delivery should be received by the customer on the following working day, provided the order was placed before our cut-off time. Our standard and express services only provide an estimate of the delivery time but should not be relied on if items are specifically required for a certain date. If a customer opts for Next Day Delivery and items are received later than expected, a customer can treat this as a violation of their contract with us and can return the goods for a full refund. Standard and Express shipments are not deemed as "required before or at a specific date" and therefore, if an order goes missing, we must be given the chance to re-deliver the goods. 

If a customer requires an order before a specific date, for example, Birthday or Christmas, please contact us so we can advise if that date is realistic or not. This is particularly the case for busy shopping periods, for example, Black Friday. 

Age Verification 

Upon checkout, new customers will need to complete an age verification process, and this is in place to prevent underage selling and combat youth vaping. If a customer fails to complete the process, we will contact that customer to give them the opportunity to prove they are of the legal age to purchase from our website (18+). In the event no age verification process is completed, we will cancel the order and refund the order within 30 days. 

Return Address 

Dragon Vapour Ltd, 449 Birmingham Road, Sutton Coldfield, B72 1AX

We recommended that any returns should be sent on a tracked service. 


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

Online Marketplaces 

Click here to see our terms for marketplaces which we may operate on.