Refund policy

REFUND AND RETURNS POLICY

Our Commitment

At Galax-E-Juice, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Returns Period

You have 30 days from the date of delivery to return eligible items for a refund or exchange.

Eligibility Requirements

To be eligible for a return, items must be:

  • Unopened and unused in their original condition
  • In the original packaging with all seals intact
  • Accompanied by proof of purchase (order confirmation or receipt)

Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns on:

  • Opened e-liquid bottles or vaping products
  • Products with broken seals or packaging
  • Gift cards or vouchers
  • Sale or clearance items (unless faulty)

Faulty or Damaged Items

If you receive a faulty or damaged product, please contact us immediately at sales@galaxejuice.co.uk. We'll arrange a replacement or full refund at no cost to you, including return shipping.

How to Return an Item

  1. Contact us at sales@galaxejuice.co.uk within 30 days of delivery
  2. Provide your order number and reason for return
  3. We'll send you return instructions and our return address
  4. Package the item securely in its original packaging
  5. Send it to: Galax-E-Juice Ltd, Waveney Lodge, Butt Lane, Burgh Castle, Norfolk, NR31 9QD, United Kingdom

Return Shipping Costs

  • You're responsible for return shipping costs unless the item is faulty or we made an error
  • We recommend using a tracked service for items over £50
  • Original shipping costs are non-refundable

Refund Processing

Once we receive and inspect your return:

  • We'll email you to confirm receipt and approval status
  • Approved refunds are processed within 5-7 business days
  • Refunds are issued to your original payment method
  • Please allow 5-10 business days for the refund to appear in your account

Exchanges

We're happy to exchange faulty or damaged items for the same product. For different items, please return the original and place a new order.

Late or Missing Refunds

If you haven't received your refund after 10 business days:

  1. Check your bank account again
  2. Contact your card issuer (processing can take time)
  3. Contact your bank
  4. If you've done all this and still haven't received your refund, email us at sales@galaxejuice.co.uk

Age Verification

All returns must comply with UK age verification laws. We cannot process returns without valid proof of age (18+).

Questions?

If you have any questions about returns or refunds, please contact us:

  • Email: sales@galaxejuice.co.uk
  • Phone: 07907 819637
  • Address: Galax-E-Juice Ltd, Waveney Lodge, Butt Lane, Burgh Castle, Norfolk, NR31 9QD, United Kingdom