Refund policy

Unwanted goods
If you’re shopping with us online, then you’ll be pleased to hear that you are covered by the Consumer Contract Regulations. These have been established to make sure you have an opportunity to cancel your order if the goods aren’t what you expected. After all, we all change our mind from time to time.

You have the right to cancel your order at any time, up to 14 working days after the day you receive it. You must tell us straight away if you wish to do this.

You must take good care of the items while they’re in your possession; they must be returned to us in a re-sellable condition, in the original, un-damaged packaging with all parts included.

Please note: We are unable to accept any returned E-liquids due to change of mind that have been unsealed or used in any way as this would constitute a health and safety risk.

 

Returned goods
The Brand Owner (Oxford Vapours T/A, Ohm Boy E-Liquids) reserves the right to refuse credit or adjust the credit amount issued for returned stock based on the condition in which the stock is received. Credit will only be granted if the returned stock is in the same condition as when it was originally delivered to the customer, as determined by the Brand Owner at their sole discretion. Any stock that is damaged, used, altered, or otherwise not in its original condition may result in a partial credit, no credit, or a restocking fee. The Brand Owner’s decision in such matters shall be final and binding.

We have a minimum £10 surcharge for damaged goods. If the value of the damaged goods is above £10 we will charge you based on the value of the additional damaged goods above the minimum charge. 

This additional value above the minimum charge is based on the value of replacement packaging, goods & company time. 

Shipping Discrepancy Policy: Incorrect or Missing Items

At Ohmboy E-liquids, we strive to ensure every order is picked, packed, and shipped with the utmost care and accuracy. However, in the rare event that there is an issue with your delivery, please refer to the policy below:

1. Reporting Timeframe

Customers must report any missing or incorrect items within 72 hours (3 days) of receiving the order. Claims made after this period may not be eligible for review or replacement.

2. What to Include in Your Report

To help us resolve the issue quickly, please email us at chris@oxfordvapours.com with the following:

  • Your full name and order number

  • A clear description of the issue (e.g. missing item, incorrect item sent)

  • A photo of the items received, including packaging if possible

3. Resolution Options

Depending on the nature of the issue, we may:

  • Send the missing item(s) at no additional cost

  • Replace any incorrect items at our cost INC shipping 

4. Conditions

  • The item(s) must be unused and in their original packaging if being returned.

  • We reserve the right to investigate and verify all claims.

  • In some cases, we may request the incorrect item to be returned before a replacement is issued.

5. Courier & Packaging Issues

If the external packaging appears damaged or tampered with upon arrival, please take photos before opening and report it to us immediately. We may assist with a courier investigation if necessary.

Faulty goods
We will refund or replace faulty goods you receive. These goods must be returned to us for testing and in some cases referral to our product suppliers for confirmation/further testing. Goods must be returned to us with all original packaging and parts.

Please note: We will only refund or exchange faulty goods that are due to a manufactural defect. We will not refund or exchange goods that have been used and are found to be in proper working condition or where damage has been caused due to misuse.

We will reimburse the cost of return postage up to the current cost of a second class parcel with Royal Mail for valid warranty cases.

 

Delayed/Lost Parcels.
Royal Mail:
We will refund or replace any order that is lost by Royal Mail. Any refund or replacement will be after the 12 day grace period stipulated by Royal Mail and will be subject to full investigation by ourselves.

UPS:
We will investigate lost/delayed parcels 2 days after the scheduled delivery date. We will communicate with UPS to get to a quick resolution. If a resolution can not be found within a timely fashion we will replace the stock, like for like, where possible.

In the case that the original parcel arrives with the customer, we require to be notified. We would then arrange a collection at our cost for the shipment of the goods. 
Failure to inform us could result in a surcharge or an invoice raised for the value of the goods.

We will keep the customer up to date with every step of the investigation.