If you receive damaged or defective goods, or there is a missing item from your order you must inform the PVRE team within 48 hours via phone or email. Please do not dispose of any goods as we will require batch codes, photos, and evidence of any damage, we may also require the item to be sent back to us.
Goods must be returned to PVRE, upon receiving the goods they will be inspected and tested, if a good is found to be faulty a refund or exchange will be issued. If the product is no longer in stock the customer will be offered a refund or an exchange of a product of their own choosing. If goods are judged to be not defective, caused by wear and tear, or misused they will be returned, and the customer will be liable for the cost of returning the goods to us.
Further questions may be asked by the PVRE team either before or during the returns process, and recommendations may be made on the use of a product to help resolve the issue.
For goods being returned a member of the customer service team must be contacted beforehand and the items must be returned via tracked service with the details of the order number included.
Refunds will be made to the account that placed the order and money will be refunded using the same method of payment.
Return policy of unwanted goods
Unwanted goods must be returned to PVRE at your expense within 14 days of receiving the item, you then have an additional 14 days to return the goods to us. Upon receiving the goods, the cost of the goods will be refunded minus the delivery costs.
All returned goods must be unused and sealed in their original packaging. The PVRE Device and Pods cannot be returned once used unless the item is faulty. Products that have been sealed due to hygiene purposes such as coils and vape kits cannot be returned once they have been unsealed. PVRE requests that goods are returned via recorded delivery as we will not accept responsibility for any returned goods lost in transit. Please ensure that details of your order number are included in the return.
Return policy of faulty goods
If an item is found to be found faulty or not as described PVRE will refund the cost of returning the item. To do so we require a copy of the receipt showing the cost of postage paid, alternatively, free PVRE e-liquid can be sent in lieu of the postage cost if preferred. Please ensure that details of your order number are included.
Return policy for incorrect goods received
If you receive an incorrect item please let a member of our customer service team know by emailing firstname.lastname@example.org or calling our customer service team on 0208 960 6974. Please provide your name, order number, and home address.
For UK customers a prepaid postage slip will be provided to return the goods. For international customers, the cost of returning the products will be refunded, please ensure a copy of the receipt showing the postage cost is sent to our customer service team. Alternatively, free PVRE e-liquid can be sent in lieu of the postage cost if preferred. Please ensure that details of your order number are included.
Please note that all hardware comes with a 6-month warranty unless stated otherwise. PVRE is not responsible for any damage through improper use. The warranty does not apply to any defects in products resulting from,
- Wear and tear
- Abnormal storage or working conditions accidents, negligence, or wilful damage
- Failure by the customers to operate the products in accordance with the user instructions
- Failure by the customer to carry out normal maintenance of the product including regular cleaning of components and connectors
- Any alteration or repair made by you or any third party
All Devices and Pods are made to the highest standards they, however, may fail or degrade over a period of time.