Returns, Faults & Missing Items Policy

This policy applies to verified trade customers buying from Legacy Vape Hub UK Limited. It forms part of our Terms of Service. Our customers buy for business purposes, so consumer cancellation rights do not apply to these sales.

1. Reporting deadlines

• Damaged deliveries: report within 48 hours of delivery.
• Missing items: report within 48 hours of delivery.
• Incorrect products: report within 48 hours of delivery.
• Faulty products: report as soon as reasonably possible after you discover the fault.

Reports received after these deadlines may not be accepted, unless we agree otherwise in writing.

2. How to report a problem

Email sales@legacyvapehub.co.uk or message us on WhatsApp (+44 7917 379329) with:

• your order number (it starts with #LEG-)
• the product name and the quantity affected
• a short description of the problem
• clear photos or videos of the products, packaging, batch details and shipping label where relevant

3. Returns authorisation (RMA)

1. You email or WhatsApp us about the issue.
2. We review it.
3. If a return is needed, we issue an RMA number with return instructions.
4. You return the products following our instructions.
5. We inspect them and arrange the appropriate resolution.

Please don't send anything back without an RMA number. Returns sent without one may be refused.

4. What we do in each case

• Incorrect products: we send the correct products within 24 hours of your report, or within a time agreed with you, and arrange a DPD collection for the incorrect items.
• Missing items: we send the missing items within 24 hours of your report, or within a time agreed with you.
• Damaged deliveries: please don't open the carton. Photograph it, including the shipping label, and contact us. We arrange a DPD collection to return it to us.
• Faulty or defective products: contact us explaining the problem and stop using the product. Once we receive and inspect it, we arrange the appropriate resolution.

5. Refund, replacement or credit note

The resolution is agreed with you and can be one of the following:

• Refund: we return the money paid for the affected product, to the original payment method.
• Replacement: we send another product of the same type.
• Credit note: we add credit to your trade account for future orders.

6. Return shipping

We pay for return shipping on approved returns. We book a DPD collection from the address the order was delivered to, on a day agreed with you. You just need to pack the items, if needed, and wait for the collection.

7. Products we can't accept back

We don't accept returns for change of mind, over-ordering or slow-selling stock. The following are also not returnable unless they are incorrect, faulty or damaged before delivery:

• clearance, sale and special-offer products
• opened or unsealed consumable products such as e-liquids and prefilled pods
• products damaged after delivery, or by misuse, incorrect storage or unauthorised repair
• products returned incomplete or without their original packaging

8. Contact

Email sales@legacyvapehub.co.uk or message us on WhatsApp (+44 7917 379329). Legacy Vape Hub UK Limited, Unit 3, Jury Street, Manchester, M8 8FN.

Nothing in this policy excludes any right or remedy that cannot legally be excluded in a business-to-business contract.