A. Order Not Received

If your order hasn't arrived within 5 working days, please contact us with your 6‑digit order number.

We will contact the courier to investigate. Please allow up to 10 days for the courier to resolve the issue. During this time, we cannot refund or resend items.

If the parcel is deemed lost, we will offer a refund or resend. See our Shipping Policy for details.

B. Unwanted Products

If you no longer want your product, please contact us immediately. Refunds are available if:

• Product is in original, unopened packaging
• Return postage is paid by you
• You have received return authorisation via our contact form

Note: Consumables such as liquids, drip tips, pods, coils, and prefilled pods are strictly non‑returnable once unsealed due to health protection and hygiene reasons.

C. Order Mistakes

If you made a mistake when placing your order, contact us as soon as possible. We will try to intercept the order before processing, but this may not always be possible.

If it is too late, you may return the product under the same conditions as section B.

D. Exchanges

To exchange an item, we recommend placing a new order for the correct product and contacting us for return instructions. Once we receive the unused/unopened item, we will issue a refund. Postage is non‑refundable and will be deducted from the refund.

E. Incorrect Items Sent

If you received the wrong item, please contact us immediately. Before a refund can be issued, the following conditions must be met:

• Items are unopened and unused
• Photos of the packing slip and received items are provided
• 6‑digit order number is included
• Brief explanation of the error

We may request the incorrect items be returned. Once inspected, we will issue a refund or send replacements. Lower‑value items may be refunded rather than resent.

Do not return any items without authorisation and our return address.

F. Coils, Replacement Pods & Prefilled Pods

Coils, empty replacement pods, and prefilled pods are classified as consumable oral items. Due to health protection, hygiene reasons, and their limited lifespan, they are not covered by a standard hardware warranty once unsealed.

• Hygiene & Health Protection: Under UK distance selling regulations, once the hygienic blister pack or outer seal of a coil or pod is broken, it is strictly non-returnable and cannot be accepted for health and safety reasons.
• Unverifiable Claims: Claims for a burnt taste, premature burning, minor leaking, or lack of flavour cannot be objectively tested or validated by us once the product has been saturated with e-liquid, and are therefore non-refundable.
• User Setup Error: Lifespan and performance depend entirely on individual user habits, liquid type, and device settings. Flooding, burning, or leaking caused by improper priming or using incorrect wattages cannot be covered.

G. Hardware – Kits, Mods & Tanks

All non‑disposable kits, mods, and tanks include a manufacturer’s warranty. You must register your product with the brand using the instructions provided in the box.

In accordance with the UK Consumer Rights Act 2015, we offer a 30‑day short-term right to a refund if your hardware develops an inherent manufacturing fault. To exercise this right, the item must be returned to us for formal testing and inspection to verify the fault.

We do not cover faults caused by incorrect assembly, misuse, accidental damage, leaking e-liquid into the electronics, neglect, or standard wear and tear. If the product is physically damaged, altered, or tampered with, the fault cannot be validated and we will refuse a refund or replacement.

If your item becomes faulty within 30 days, please contact us with full details and photo/video evidence. We will authorize a return for inspection. If our testing confirms a genuine manufacturing defect, we will issue a full refund or replacement (subject to availability) and cover up to £3.50 for 2nd class return postage. Items must be returned in original packaging with all included parts.

H. Coil & Pod Best Practice Guide

To get the best lifespan out of your consumables, please follow our standard industry guidelines. Consumable lifespans typically range between 3–14 days depending on usage.

Always prime new coils or pods by letting them soak in e-liquid for at least 15 minutes before firing your device.

Using high wattage or thick liquids on low-powered coils will cause premature burning. Ensure your device is set within the recommended parameters below.

Recommended Wattage (Guidance Only):

• 1.2Ω: 7–13W
• 0.8Ω: 12–15W
• 0.6Ω: 15–25W
• 0.4Ω: 25–40W
• 0.3Ω: 35–50W
• 0.2Ω: 50–75W
• 0.1Ω: 75–90W

I. Damaged or Faulty Products – Hardware

If your product arrives damaged, please contact us immediately or within 48 hours of delivery. Retain all packaging and parts for inspection.

• We refund 2nd class postage only
• Claims outside the 48‑hour window cannot be considered

J. Manufacturer Warranty Links

Refer to your product’s documentation for warranty details. Additional brand‑specific resources:

• Aspire
• Eleaf
• GeekVape
• Innokin
• Lost Vape
• Oxva
• SMOK
• Uwell
• Vaporesso
• Voopoo

Automatic Verification

At Avalanche Vapes, we verify the age of all customers automatically during checkout. This process happens in the background using the information you provide when placing your order. To ensure a smooth verification, please enter your details carefully and accurately – they should match the information on your payment method.

Important: If someone else is paying for the order or you are using someone else's details, the age verification may not work. You must use your own personal information to complete the purchase.

DO NOT send any ID by email. This is unsafe and we will not accept it as proof of age.

Why Age Verification?

It is illegal to sell any vaping products that contain or can be used to deliver nicotine to all individuals under the age of 18. This includes all disposables including 0% nicotine. For this reason, anyone buying products from our Avalanche Vapes store MUST be 18 or over.

Avalanche Vapes has a legal obligation to verify the age of our customers. We recognise this may be an inconvenience for some, but we take the issue seriously and will do all we can to ensure only over 18s are able to purchase our products.

Frequently Asked Questions