At Gopuff, we are committed to providing our customers with high-quality products and exceptional service. However, due to the nature of disposable vapes, we regret to inform our customers that we cannot accept returns or offer refunds for faulty units without full evidence being provided. This policy is designed to address potential fraudulent claims while ensuring transparency and fairness to all our customers.

Disposable vape products fall under the category of consumable oral products and are exempt from the right to return within the statutory cooling-off period. Therefore, we cannot accept returns for disposable vapes that are deemed faulty or defective for hygiene and testing reasons.


To safeguard against potential fraudulent claims, customers will be asked to provide detailed information and evidence regarding the alleged fault. This will include:

• Photographic evidence of all outer packaging (high quality photo & video accepted);

• Box/container

• Serial Number

• Authenticity seal

• Device wrapper

• Device tip/end coverings

• Device 

• A full and verifiable description of the issue encountered.
  
  

Our team will review the provided information carefully and take appropriate action in accordance with our policy.

Claims for ‘dead on arrival’ faults that do not fulfil all evidence requirements will not be considered.

Claims for ‘lack of taste’ faults cannot be validated by ourselves due to the hygiene reasons mentioned above, and no compensation will be provided.

Customers should refer to the manufacturers' guidance on device operation and be able to describe the fault in full before contacting our customer support team. 

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Our team conducts thorough inspections of all disposable vape products before they are dispatched to ensure they meet our quality standards. However, in the rare event that a customer receives a faulty unit, we encourage them to contact our customer support team within 24 hours with proof of purchase. Any claims made outside of this timeframe will not be considered.

While we take every precaution to ensure the quality and reliability of our disposable vape products, we cannot guarantee their performance beyond the initial use. Disposable vapes are intended for single-use only and may vary in lifespan depending on usage habits and environmental factors. Manufacturer Puff Counts are only a guide, and may not represent the actual longevity of the device.

As such, claims for not meeting ‘puff count’ will not be considered.

Our dedicated customer support team is available to assist customers with any inquiries or concerns regarding disposable vape products purchased through our platform. We are committed to addressing customer feedback and resolving issues in a timely and professional manner.

Gopuff reserves the right to update or modify this policy as necessary to ensure compliance with legal requirements and best practices. We appreciate your understanding and cooperation in adhering to these guidelines.

If you have any questions or require assistance, please do not hesitate to contact our Gopuff customer support team.