At QLabs, we’re dedicated to ensuring that you receive high-quality products. If you’re not fully satisfied with any part of your purchase, we’re here to help make things right.
Delivery
At QLabs, we offer Royal Mail, DPD Next Working Day, and DPD Saturday/Sunday delivery services across the UK. We provide FREE Next Working Day DPD Delivery on all orders over £19.99, and FREE Weekend Delivery (Saturday or Sunday) on orders over £39.99.
DPD orders placed before 4:00pm Monday to Friday, or before 2:00pm at weekends, are shipped the same day from our warehouse. Orders placed after these cut-off times will be shipped the following day, excluding Bank Holidays. Royal Mail orders placed after 3:00pm will also be dispatched the following day.
We do not offer delivery on Bank Holidays. Customers will receive an email notification when their order has been dispatched; if this is not received within 1–2 working days, please check your email spam or junk folder before contacting us.
To receive a weekend delivery, customers must select the Saturday or Sunday option at checkout. Weekend delivery options only become available from 5:00pm on Thursdays and cannot be selected earlier in the week. Weekend and Next Working Day deliveries are provided exclusively by DPD, as Royal Mail does not operate at weekends.
Deliveries to Northern Ireland and Guernsey are processed as a two working day service, rather than next day.
Orders under £19.99
Royal Mail: £2.98
DPD Next Working Day: £4.98
Orders over £19.99
DPD Next Working Day: FREE
Orders under £39.99
DPD Saturday / Sunday: £15.00
Orders over £39.99
DPD Saturday / Sunday: FREE
Faulty Products
If you think that your product is faulty, the first thing to do is read through our comprehensive troubleshooting guide on our FAQs page. If your question isn’t answered, please get in touch with the friendly QLabs team who will provide assistance with your issue, and arrange a return or refund if necessary.
In line with the Consumer Rights Act, you have the right to receive a full refund or exchange for products which are of unsatisfactory quality, unfit for purpose or not as described, within a 30-day period of receiving the item. After 30 days, you are not legally entitled to a refund, but please read through our detailed warranty policy below, or contact us to see if this is applicable.
Changing Your Mind
If you change your mind about your purchase, please make sure to return it to us in its original condition, and we will exchange or refund it for you. If there is nothing wrong with the product, and you’ve just changed your mind, please note that you are responsible for paying the shipping cost for returning the item. To find out how to return your item, please contact us with your order number or email address.
Unless faulty, this should be within 14 days of receiving the order in line with the Consumer Contracts Regulation 2013. Returned items must be in original, unopened packaging with no damage. Once returned, we will refund the price of the returned item back to your original purchase method. This can take up to 5 working days.
The following items are excluded from our returns policy unless faulty or not as described:
Tanks
Opened products
Coils
Opened bottles of liquid
This does not affect your statutory rights.
Our Warranty Policy
At QLabs we pride ourselves on providing excellent quality products, tried and tested by ourselves before making them available. Due to the increasing complexity in vaping technology, faults do sometimes crop up and we understand that this is far from ideal as nobody wants to be without their vape for very long. To ensure your total satisfaction, we offer a minimum 3 month warranty against manufacturer or factory faults on all devices, after which any defects are classified as wear and tear.
Unfortunately, we cannot replace devices which have been physically damaged from being dropped, smashed or run over, and we reserve the right to refuse a refund or return. Visible physical damage such as dents or chipped paint from dropping or water damage can also invalidate any warranty claim. But, in the event that this does happen to your device, please don't hesitate to get in touch with the friendly QLabs team and we'll see what we can do to get you vaping as soon as possible.
