Refund Policy

We want you to be happy with your order. This policy explains your right to cancel, return items and get a refund. It does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Missing, incorrect or damaged items

Please check your order as soon as it arrives. Any discrepancies, such as missing items, incorrect items or damage in transit, must be reported within 48 hours of delivery by emailing sales@simbavapeswholesale.co.uk with your order number and photos where possible. This lets us investigate with the courier and put things right quickly. This does not affect your legal rights for faulty goods, set out below.

Changing your mind: 14-day cancellation period

You can cancel your order for any reason within 14 days, starting from the day after you receive your goods. You do not have to give a reason.
To cancel, email us at sales@simbavapeswholesale.co.uk with your order number.
Once you have told us, you have a further 14 days to send the goods back. We will confirm the returns address when you contact us.
We will refund the price of the goods and the standard delivery charge you paid within 14 days of receiving the goods back, or within 14 days of you sending us proof that you have returned them, if that is sooner.
Unless the goods are faulty or not as described, you pay the cost of sending them back to us. If you chose a faster delivery option than our standard delivery, we only refund the cost of standard delivery.
We may reduce your refund if the value of the goods has gone down because they were handled more than was needed to check them, as you would in a shop.

Sealed products

For health protection and hygiene reasons, the 14-day right to cancel does not apply to sealed goods, such as e-liquids, nicotine salts, prefilled pods, prefilled and disposable vape kits and nicotine pouches, once their seal or packaging has been opened after delivery. Unopened items in their original sealed packaging can be returned as described above. This does not affect your rights if an item is faulty.

Faulty items

Everything we sell must be of satisfactory quality, fit for purpose and as described. If an item is not:

Within 30 days of delivery, you are entitled to a full refund.
Within 6 months of delivery, we will repair or replace the item. If a repair or replacement is not possible, or does not fix the problem, you are entitled to a full refund.
After 6 months, you may still be entitled to a repair, replacement or partial refund, depending on the fault, for up to 6 years.

We pay the cost of returning faulty items. Please email us as soon as you can after you notice a fault, with your order number and a short description or photo, so we can sort it out quickly.

Sale items and mystery boxes

The rights described in this policy apply to sale items and mystery boxes in the same way as they apply to full-price items.

How refunds are paid

Refunds are made to the payment method you used to place your order, at no cost to you. Once we have processed your refund, it can take a few working days to show in your account, depending on your bank or card provider.

Contact us

To cancel an order, arrange a return or report a problem, email sales@simbavapeswholesale.co.uk or message us on WhatsApp at +44 7778 251184, Monday to Friday, 9am to 6pm.

Web Logic Services LTD, 63 Kingsway, Manchester, M19 2LL, United Kingdom.

For delivery times and charges, see our Delivery & Shipping Policy.