Returns & Refunds Policy
At Cali Pens UK, customer satisfaction is important to us. This Returns & Refunds Policy outlines when returns are accepted, how refunds are processed, and what to expect if an issue arises with your order.
Eligibility for Returns
Due to hygiene and safety reasons, disposable vape products cannot be returned once opened or used.
Returns may be accepted in the following situations:
- You received an incorrect item
- Your item arrived damaged or defective
- Your order was incomplete or missing items
To be eligible, the item must be:
- Unused and unopened
- In its original packaging
- Reported within the required timeframe
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact our support team within 48 hours of delivery.
When contacting us, include:
- Your order number
- A clear description of the issue
- Photo or video evidence showing the problem
Once verified, we will offer a replacement or refund, depending on availability and your preference.
Incorrect Orders
If you receive the wrong item, notify us within 48 hours of receiving your order. We will arrange a replacement or issue a refund once the issue has been confirmed.
Refund Process
Approved refunds will be processed using the original payment method.
Please note:
- Refunds are issued after the return or issue has been verified
- Processing times may vary depending on your payment provider
- Shipping costs are non-refundable unless the error was on our part
Non-Returnable Items
The following items are non-returnable:
- Opened or used disposable vape pens
- Items damaged due to misuse
- Products reported outside the stated timeframe
Order Cancellations
Orders may be cancelled before dispatch. Once an order has been shipped, it cannot be cancelled.
If you need to cancel an order, contact us as soon as possible after placing it.
Exchanges
We do not offer direct exchanges. If your item qualifies for a return, a replacement or refund will be provided once the issue is confirmed.
Customer Responsibility
Customers are responsible for:
- Providing accurate delivery details
- Reviewing product descriptions before purchase
- Using products as intended
Cali Pens UK is not responsible for issues caused by incorrect usage or failure to follow product guidelines.
How to Contact Us
For all return and refund enquiries, contact our support team:
Email: [email protected]
Subject line: Returns & Refunds – Order #[Your Order Number]
We aim to respond to all enquiries promptly and fairly.
Our Commitment
Cali Pens UK is committed to transparency, fairness, and customer trust. Every case is reviewed individually to ensure a reasonable and consistent outcome.

