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Understanding Our Refund and Returns Policy: Your Guide to Hassle-Free Shopping at IVG

At IVG, we are committed to providing our customers with a seamless and satisfying shopping experience. Our Refund and Returns Policy is designed to ensure that you are delighted with your purchases and to provide you with peace of mind when shopping with us. Please read on to learn more about our policy and how it works.

Return Eligibility:

We understand that sometimes things may go differently than planned, and you may need to return a product. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it. Additionally, the return must be initiated within 14 days of the purchase date.

Refund Process:

If you are eligible for a refund, please get in touch with our customer service team to initiate the return process. We will provide you with a return authorization and instructions on returning the item to us. Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

Refund Options:

If your return is approved, we will process the refund using the original payment method used for the purchase. Please note that refunds may take 5 business days to appear in your account, depending on your bank’s processing times.

Warranty Regulations

We offer a 90-day warranty on all electronic products from purchase. Our product warranty covers mechanical and electrical failure. Still, it is limited to 90 days of the warranty period and does not cover cosmetic damage, general wear and tear, or accidental/liquid damage.

Please note that the warranty does not cover failure due to accident or misuse.

The product warranty will be void if the products show apparent external damage or signs of misuse.

After exceeding the 90-day warranty period, it is recommended that you or your customer contact the manufacturer directly, as most electronic products come with a 1-year manufacturer’s warranty.

Change your mind?

We accept returns on all orders within 14 days of purchase.

If you change your mind and wish to return an item, you can do so within 14 days of purchase. Please ensure the returned product is unopened and sealed in the original packaging. If you are returning an item worth more than £50, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.

Once the seal on an e-liquid has been broken, we cannot accept returns.

lost items

If you find an item missing from your order, we sincerely recommend that you recheck your complete order, carefully checking all corners of the package and the packaging materials used. Most items can usually be found in their original packaging.

We require notification of any order errors or missing items within three days.

If you confirm that an item is missing from your order, we will initiate a full internal investigation. This includes checking all warehouse records and filing a dispute with Logistics Express. We require up to 5 business days to complete the investigation before any replacement items can be shipped.

Defective or damaged goods

If you receive an item damaged in transit, please notify us immediately. We will guide you through the following steps: your item may be eligible for an exchange or refund.

Damaged or defective items must be returned to us for inspection by our technical team.

If the returned item is not in its original condition, we reserve the right to refuse the return or provide a partial refund based on our appraisal.

If the item shows any signs of cosmetic damage, we may refuse the return and ship it back to you.

Buyer is responsible for shipping damage caused by improper packaging. We recommend taking photos before sending your return.

We do not accept returns on clearance items, and our warranty policy does not apply to these items.

Where appropriate, we will attempt to repair the defective item and re-ship it. If it cannot be restored, we will provide a replacement or refund.

Reviewing the product and developing a solution may take up to 7 days.

If the product is flawless upon inspection, we reserve the right to resend the item to you.

We recommend that you inspect defective merchandise before a third-party customer returns it.

If you have questions about an item returned from a customer, you may only accept a refund or exchange once the product has been carefully inspected. Please inform the customer of this process so that we have sufficient time to investigate.


If we need to refund a defective, returned, or lost item, our preferred method is to issue you a gift card that you can redeem online with your next order.

Alternatively, we can refund the amount to your original payment account. Please note that this process may take up to 5 working days.

Please note that refunds will be issued as gift cards for orders paid by bank transfer.

The gift card balance must be used within six months of the issue date.

These are our warranty and return policies. We are committed to providing our customers with comprehensive support and solutions to ensure their best shopping experience. If you have any questions or need help, please get in touch with us. I appreciate your support of our products and services!

Exchange Policy:

You may prefer to exchange an item for a different size, color, or variation. If you wish to exchange a product, please contact our customer service team to arrange a replacement. Once the original item is received and inspected, the exchanged item will be shipped to you.

Non-Refundable Items:

Some items, such as opened vape juices, disposable e-cigarettes, and items used or damaged by the customer, are not eligible for returns or refunds. Please carefully review our product descriptions and terms before purchasing to ensure the item is eligible for return.

At IVG, we value our customers’ satisfaction and strive to provide a transparent and fair Refund and Return Policy to ensure a positive shopping experience for all. We appreciate your trust in us and thank you for choosing IVG for your vaping needs. If you have any further questions or require assistance with a return, please don’t hesitate to contact our customer service team—we are here to support you every step of the way.