Customer Service

Returns & Replacements


Business returns 

If any e-liquids purchased directly from Marina Vape do not sell or do not fit within your company's offerings, our unprecedented buy-back program offers industry-leading levels of support. Within 180 Days, the client will have a choice between changing or returning the unsold and unused products. There is a £1 Handling Fee per unit for all incoming exchanges and a £2 Handling Fee per unit for all incoming returns. After 180 days, returns and/or exchanges will no longer be eligible for this program.

Please contact us at eusales@marinavape.com or +44(0)203 705 0151 at with your order number and request.

*We do not resell or redistribute returned and/or exchanged items.

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Customer returns 

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer free returns or exchanges within 30 days of receiving your order. You can return your product for a credit, a different product, or a refund to the original payment method. Please note the following exceptions to our return and exchange policy:

  • Discounted items are final and cannot be returned or exchanged
  • Returned items must be returned in original packaging
  • Returned items must have no visible signs of wear or use
  • Opened bottles will not be returned

To initiate a return or exchange, please complete the following steps:

  • Login to our online return portal using your email address and order ID
  • Choose the products you wish to return or exchange from your order
  • Print your prepaid shipping label that you will receive by email
  • Send all items back to us using the label provided
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Returns address:

Marina Vape Returns
PO BOX 7861
Kettering
NN16 6PY

Delivery information


Here are the various delivery services we use to get your Vape UK order straight to your door.

*We offer FREE UK delivery on all orders over £50

We operate a SAME DAY DISPATCH service on all orders placed before 1:00pm Monday to Friday (excluding bank holidays). Orders placed after 1:00pm Friday are shipped out on Monday (excluding bank holidays).


UK Mainland 

All orders to the UK mainland are sent by either Royal Mail or DPD Local.
The various delivery options and prices available at check-out are:


Royal Mail Tracked 24 (Signature Required)

Usually next day but not guaranteed, please allow 3 working days. Deliveries made Monday to Saturday. A fully tracked service.

£4.99 for orders under £10
£3.99 for orders between £10 and £29.99
£2.99 for orders between £30 and £49.99
FREE delivery on orders over £50 (within UK mainland)


Royal Mail Tracked 48 (Signature Required)

Please allow 3 working days. Deliveries made Monday to Saturday. A fully tracked service.

£3.99 for orders under £10
£2.99 for orders between £10 and £29.99
£1.99 for orders between £30 and £49.99
FREE delivery on orders over £50 (within UK mainland)


DPD Local

Guaranteed next day. Deliveries made Monday to Friday. A fully tracked service with a 1hr delivery window and collection point options. Signature required on delivery.

£7.99 for orders under £10
£6.99 for orders between £10 and £29.99
£4.99 for orders between £30 and £49.99
FREE delivery on orders over £50 (within UK mainland)


DHL Domestic

Next day service with signature required on delivery, Monday to Friday
(Used for all orders over approx 12kg or more than one box )
FREE delivery on orders over £100 (within UK mainland)


Important:

All orders are sent in discreet packaging. Orders placed after the 1:00pm cut off will be processed the next working day, (excluding Sundays and Bank Holidays). We do not offer delivery on Sundays or Bank Holidays.

Orders to Northern Island, Scottish Highlands and most Channel Islands will be sent by Royal Mail. Occasionally we may upgrade orders to the DPD Local service and this will be noted in your order fulfilled notification email.

If your order hasn't arrived within the specified time frame shown for the delivery method chosen then please contact us within 10 days of the date we dispatched your order so we can investigate with the relevant handler. Unfortunately we are unable to investigate or replace any missing deliveries notified to us after 10 working days.

If there is a discrepancy with your delivery, please contact us immediately so we can help resolve any issues.

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Europe 

European orders are sent by either DHL Express EU, DHL Economy, Landmark or Hermes Postage costs are based on the weight of your order which will be calculated at the checkout.

Depending on your location the courier service may differ, service options example options below:


DHL Express EU

1 - 2 working days depending on the country. Deliveries made Monday to Friday.
Fully Tracked Service (Used for all EU orders under 2kg).


DHL Economy EU

2 - 5 working days depending on country. Deliveries made Monday to Friday.
Fully Tracked Service (Used for all EU orders over 2kg).


Landmark

4 - 6 working days depending on the country. Fully tracked service (Used for all EU orders over 2kg). Italy, Spain and eastern Europe may take a day or two longer.


Hermes

4 - 6 working days depending on the country. Fully tracked service (Used for all EU orders over 2kg). Countries covered: Germany | France | Netherlands | Ireland | Belgium | Austria | Denmark and Sweden. Italy, Spain and eastern Europe may take a day or two longer.

Imports of vaping equipment can sometimes be difficult to receive and we can not be held responsible for any customs issues, tax or duties which your local office imposes.

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Please ensure your destination country allows the import of e-liquids before placing your order. If an item is seized by your local customs office this is the responsibility of the customer to resolve the issue.


If an item is returned to us by the customs office, we will issue a refund minus any postage and custom costs or fees incurred by ourselves. We also reserve the right to charge a 10% restocking fee.


We are bound by Royal Mail's terms and conditions which are listed on their website. If an item doesn't arrive within the estimated timeframe, we have to wait for up to 25 days before a claim can be made.

If you have any questions please do not hesitate to get in touch with us on +44 (0)203 705 0151 and we'll be happy to help.

Terms and Conditions


OVERVIEW

This website is operated by Marina Vape UK T/A Marina Vape Europe. Throughout the site, the terms “we”, “us” and “our” refer to Marina Vape UK T/A Marina Vape Europe. Marina Vape UK T/A Marina Vape Europe offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. 

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

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SECTION 1 - ONLINE STORE TERMS 

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

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SECTION 2 - GENERAL CONDITIONS 

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

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SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION 

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

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SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES 

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

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SECTION 5 - PRODUCTS OR SERVICES (if applicable) 

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

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SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION 

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

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SECTION 7 - OPTIONAL TOOLS 

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

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SECTION 8 - THIRD-PARTY LINKS 

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

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SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS 

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

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SECTION 10 - PERSONAL INFORMATION 

Your submission of personal information through the store is governed by our Privacy Policy. View our Privacy Policy here

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SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS 

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

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SECTION 12 - PROHIBITED USES 

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

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SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY 

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Marina Vape UK Limited T/A Marina Vape Europe, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

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SECTION 14 - INDEMNIFICATION 

You agree to indemnify, defend and hold harmless Marina Vape Manufacturing, LLC and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

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SECTION 15 - SEVERABILITY 

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

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SECTION 16 - TERMINATION 

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

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SECTION 17 - ENTIRE AGREEMENT 

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

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SECTION 18 - CHANGES TO TERMS OF SERVICE 

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

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SECTION 19 - CONTACT INFORMATION 

Questions about the Terms of Service should be sent to us at eumarketing@marinavape.com.

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