Returns Policy – Online and In-Store

In-Store Returns Policy

You may return any product purchased in-store to any Zeltu vape store within 30 days from the date of purchase for a full refund. The following terms and conditions apply:

  1. General Returns:

  • You must have a valid receipt as proof of purchase.
  • The product must be unopened and unused, in its original packaging with seals unbroken.
  • All refunds will be made to the same payment method used to purchase the products. Any loyalty points accrued through the purchase will thereafter be deducted.
  1. Statutory Rights:

  • In addition to our Goodwill Returns Policy, we accept returns in accordance with your statutory rights governed by the Consumer Rights Act 2015. The information outlined below does not affect your statutory rights:
    • Proof of purchase is required to process any returns. Proof of purchase is classed as a Zeltu receipt. If a loyalty card was used during the purchase of your products, our staff may be able to look up your loyalty card account to verify proof of purchase. Please note that photo ID will be required for staff to carry out the latter process. We will only accept bank statements as proof of purchase for returns of faulty products.
    • “Dead on Arrival” products must be reported within 48 hours of purchase.
    • We cannot accept returns in cases where products have been used, stored, maintained, or not charged in accordance with the manufacturer’s instructions that come with the product.
    • We cannot accept returns where the product has been damaged (accidentally or intentionally) or due to normal wear and tear of the consumable parts of any device.
    • We cannot accept returns where you have changed your mind.
    • We reserve the right to inspect the product in-store. However, if this is not possible, we may send the product away for further inspection and testing. We will confirm to you within 10 working days whether we agree that you are entitled to return the product.

Online Returns Policy

Alongside our current warranties and product guarantees, you have the right to cancel any purchase made online within 14 days of receiving your goods. You must return your item within 14 days of notifying us of your intention to return the item, and you will receive a refund within 14 days of our returns team receiving the goods back. Please note that we do not cover the cost of shipping in these circumstances.

Please note that any items which have been opened and used may not be eligible for a full refund. A partial refund may be offered to you based on the condition of the device.

Certain consumable items such as liquids, coils, and some disposable clearomizers cannot be returned if opened due to hygiene reasons. For further information, see the product guarantees and warranties.

All refunds will be made to the same payment method used to purchase the product. Any loyalty points accrued through the sale will be deducted.

Warranties and Product Guarantees

You may return any product purchased in-store to any Zeltu store within 30 days from the date of purchase for a full refund. The following terms and conditions apply:

  1. General Returns:

  • You must have a valid receipt as proof of purchase.
  • The product must be unopened and unused, in its original packaging with seals unbroken.
  • All refunds will be made to the same payment method used to purchase the products. Any loyalty points accrued through the purchase will thereafter be deducted.
  1. Faulty Devices:

  • On the return of faulty devices, we reserve the right to inspect the product in-store. This may take up to 24 hours, although some troubleshooting and fault analysis can be done in as little as 30 minutes. If this is not possible, we may send the product away for further inspection and testing. We will confirm to you within 10 working days whether we agree that you are entitled to return the product.
  • When testing in-store, the following factors will be taken into consideration:
    • Date of purchase and warranty period of the device
    • Presence of receipt and/or proof of purchase
    • General wear and tear and overall condition of the device
    • Whether the device has been tampered with in any way
    • Whether the fault is due to accidental breakage or damage such as, but not limited to, products that have been dropped or show clear signs of liquid damage
    • Whether damage to charging ports is caused by user error or accidental damage. These two situations may cause issues with devices charging, and as such, we will thoroughly inspect charging ports and pins before accepting returns for a fault of this kind. If pins within charging ports are damaged, this can only be due to user error, unless the device was “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase.

Please note:

  • Devices with internal or built-in batteries have a 3-month warranty.
  • Devices/Mods that use external batteries have a 6-month warranty.
  • Kits (i.e., batteries/mods and tanks sold as a “kit”) must be returned in their entirety.
  • For returns of faulty Zeltu products, the original packaging is required. For any other faulty device, the box is not required.

Batteries

All batteries are considered consumable items and have a limited lifespan dependent on usage.

Batteries have a lifespan of approximately 150-200 charge cycles or 3 months, and they are heavily dependent on usage. Batteries will become less effective over time and eventually will need to be replaced.

Please note:

  • Devices with internal or built-in batteries have a 3-month warranty.
  • Individual 18650/20700 batteries have a 3-month warranty.

Tanks/Clearomisers/Semi-Disposable Tanks

Please keep in mind that some parts of the tanks, regardless of make or capabilities, are likely to wear out over time. Those parts will need to be replaced regularly to maintain the good working order of the product.

Please note:

  • Subohm/Non-Disposable Tanks have a 30-day warranty.
  • Semi-disposable tanks such as the CE5, K1, T2 MN, or ETS are sold as limited-use disposable devices due to hygiene reasons and, as such, have a 7-day warranty.

Disposable/Consumable Products

Please note:

  • All coils, replacement pods, and disposable tanks are considered consumable/disposable products and have a variable lifespan. This can be anywhere between 2-14 days, but this is heavily dependent on liquid, power, and usage. As such, these are only covered under a 48-hour warranty unless they were faulty at the time of manufacture or “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase.
  • We do not accept returns of liquids or Heets unless they are unopened, unused, and all seals are intact. If you have bought an e-liquid or Heets and simply do not like it, we do not accept returns for this reason. If there is a genuine issue with an e-liquid that you have purchased and opened to use, please bring this in-store for inspection by store staff, keeping the aforementioned in mind as we do not accept returns based on personal taste preferences.