Returns & Exchange Policy

Effective Date: 20 June 2025

At BritAces, we want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help. Please read our Returns & Exchange Policy carefully to understand how and when you can return or exchange items.

1. Eligibility for Returns

You may request a return or exchange if:

• The item is unused, unopened, and in its original packaging.

• The request is made within 14 days of delivery.

• The item is not excluded under our hygiene or product type restrictions (see below).

2. Items That Cannot Be Returned

For hygiene and safety reasons, the following items are non-returnable unless they arrive damaged or faulty:

• E-liquids (including shortfills and nic salts)

• Opened or used coils, pods, or tanks

• Used vape kits or devices

• Consumable items that have been unsealed

3. Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Provide:

• Your order number

• Photos of the damaged item and packaging

• A brief description of the issue

We will offer a replacement, store credit, or full refund once the fault is confirmed.

4. How to Request a Return or Exchange

To start a return or exchange, please email us at info@britaces.co.uk or WhatsApp us at +44 7399 149136 with:

• Your full name and order number

• Details of the item(s) you wish to return

• Reason for the return (e.g. unwanted, wrong item, faulty)

If approved, we will provide return instructions and a return address.

5. Return Shipping Costs

• If the item is unwanted (not faulty), you are responsible for return shipping costs.

• If the item is faulty, damaged, or incorrect, we will cover return shipping or send a replacement at no charge.

We recommend using a tracked or insured shipping method. BritAces is not responsible for lost return shipments.

6. Refunds

• Refunds will be issued to your original payment method once the returned item is received and inspected.

• Please allow 3–5 working days after approval for the refund to appear, depending on your bank or card issuer.

• Shipping costs (if any) are non-refundable unless the return is due to an error on our part.

7. Exchanges

If you wish to exchange an eligible item:

• Let us know the item you’d like instead (subject to availability)

• Exchanges are processed once the original item is returned and inspected

• If the replacement item has a different price, we will either refund or request the difference

8. Cancelling Orders

If you need to cancel an order, contact us immediately. We can cancel and issue a full refund only if the order has not yet been shipped.

If your order has already been dispatched, you will need to follow the standard return process after receiving it.

9. Contact Us

If you have any questions about this policy or need help with a return:

Email: info@britaces.co.uk
WhatsApp: +44 7399 149136