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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. 

Rights to Cancel & Refund Orders 

Online customers have the right to cancel any orders within 14 days of receiving the goods from 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.

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

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. 

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