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 provide two options for shipping across the UK to suit your preferences including Royal Mail and Next Working Day Courier Delivery. We offer FREE Next Working Day Courier Delivery on any order over £19.99!
All orders placed before 2:30pm from Monday to Friday are shipped out same-day from the QLabs warehouse, with any orders placed after 2:30pm shipped the next working day, excluding the weekend and Bank Holidays. Please note that we do not offer delivery on Bank Holidays.
We notify our customers of order dispatch via email. If you have not received an order dispatch email within 1-2 working days, please double check the spam folder of your email inbox before contacting us.
Your parcel will be packaged in a discreet, plain white padded envelope.
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.