Product Warranty & Battery Safety Guide

Last updated: July 2026

This Product Warranty & Battery Safety Guide explains Vape and Go’s product warranty terms and safe battery handling advice.

Nothing in this guide affects your statutory rights. If a product is faulty, not as described or not fit for purpose, you may be entitled to a refund, repair or replacement under UK consumer law.

If you believe a product is faulty, contact us at support@vapeandgo.co.uk before sending anything back.

1. Battery safety information

Lithium-ion batteries are used in many vaping devices. They are also used in common electronic products such as mobile phones and laptops.

These batteries are safe when used correctly, but incorrect charging, poor storage or physical damage can create safety risks. Please follow the guidance below whenever you use vape devices, external batteries or chargers.

Safe charging

• Use the charging cable supplied with your product, or a compatible certified replacement.
• Do not use unapproved mains adapters, damaged cables or unsuitable fast chargers.
• Do not leave batteries or vape devices charging unattended.
• Do not charge batteries overnight.
• Charge devices on a flat, stable and non-flammable surface.
• Do not charge devices on beds, sofas, carpets or under pillows.
• Unplug the device once it is fully charged.
• Stop charging immediately if the device becomes unusually hot, swells, leaks, smells unusual or appears damaged.

Safe use and storage

• Turn off or lock your device when it is not in use, where the device has an On/Off or lock feature.
• Keep devices and batteries away from water, moisture and direct heat.
• Do not expose batteries to very high or very low temperatures, such as hot cars, direct sunlight or freezing conditions.
• Do not use a battery or device if it is swollen, leaking, dented, torn, overheating or visibly damaged.
• Keep vape products, batteries and chargers out of reach of children and pets.

Safe transport for loose batteries

Loose external batteries, such as 18650 or 21700 cells, must be carried carefully.

• Always carry loose batteries in a dedicated non-conductive battery case.
• Do not carry loose batteries in pockets, bags or purses.
• Do not allow loose batteries to touch keys, coins, jewellery or other metal objects.
• Do not use batteries with damaged wraps or exposed metal.
• Replace damaged battery wraps before use, or recycle the battery safely if you are unsure.

Safe battery disposal

Do not place vape batteries, built-in battery devices or chargers in household waste or standard recycling bins.

Loose batteries should be taken to designated battery recycling bins at supermarkets, electrical retailers or local recycling centres. Devices with built-in batteries should be treated as electrical waste and taken to an approved recycling point.

If a battery looks swollen, leaking, hot or damaged, do not use it. Contact your local recycling centre for advice on safe disposal.

2. Warranty terms by product type

Our warranty applies to manufacturing faults and product defects. It does not cover normal wear and tear, accidental damage, misuse or damage caused by using a product against the manufacturer’s instructions.

This warranty does not replace or limit your statutory rights.

3. Vape mods, pod kits and external chargers

Vape mods, pod kits and external chargers come with a 1-month guarantee from the date of delivery.

These products usually have an expected operating life of around 3 to 6 months, depending on usage, care and charging habits.

The guarantee covers manufacturing faults and inherent electronic defects. If our team confirms that an item is faulty, we may offer a repair, replacement or refund, depending on the issue.

The warranty may not apply if the fault was caused by:

• accidental damage;
• physical drops or impact damage;
• water or moisture damage;
• liquid leaking into the circuitry;
• incorrect charging;
• use of unsuitable chargers or cables;
• incompatible coils, pods or accessories;
• poor maintenance;
• modification or tampering;
• use against the manufacturer’s instructions.

4. E-liquids, prefilled pods and drip tips

E-liquids, prefilled pods and drip tips are hygiene-sensitive consumable products.

For health protection and hygiene reasons, we cannot accept change-of-mind returns for these products once they have been opened, unsealed or used.

If you receive the wrong item, or if the product arrives damaged, contact us as soon as possible with your order number and clear photos of the issue.

Taste preference or flavour dissatisfaction does not usually qualify as a product fault. Flavour is subjective and can vary depending on the device, coil, wattage, storage and personal taste.

This does not affect your statutory rights if the product is faulty, not as described or not fit for purpose.

5. Tanks, replacement coils and empty pods

Tanks, replacement coils and empty pods are consumable items. Their lifespan can vary depending on use, e-liquid type, wattage, priming and maintenance.

Please check these items as soon as they arrive. If an item appears faulty on arrival, contact us as soon as possible, ideally within 24 hours of delivery. This helps us assess the issue quickly and fairly.

This 24-hour guidance also applies to multipacks where a visible or dead-on-arrival issue is found.

The warranty may not apply to issues caused by:

• normal wear and tear;
• incorrect priming;
• dry burning;
• unsuitable e-liquid;
• incorrect wattage;
• poor maintenance;
• use against the manufacturer’s instructions.

This does not affect your statutory rights.

6. Closed pod devices, prefilled devices and legacy disposable vapes

Single-use vapes can no longer be sold or supplied in the UK, but customers may still have older devices at home or may be using compliant prefilled pod systems and rechargeable alternatives.

Closed pod devices, prefilled devices and older disposable vapes are consumable oral products. For hygiene reasons, we cannot accept change-of-mind returns once they have been opened, puffed or activated.

If a device is dead on arrival or has an out-of-the-box electronic fault, contact us as soon as possible, ideally within 24 hours of delivery.

Examples of out-of-the-box faults may include:

• the device does not activate on first use;
• the device auto-fires;
• the device arrives leaking heavily;
• the device arrives physically damaged;
• the device has a clear battery or electronic fault on arrival.

Manufacturer puff counts are estimates only. Actual puff count can vary depending on draw length, usage pattern, storage conditions and device type.

Claims based only on personal taste, reduced flavour intensity or puff count estimates do not usually qualify as a product fault.

This does not affect your statutory rights if the item is faulty, not as described or not fit for purpose.

7. Original packaging and product evidence

Please keep the original product packaging where possible, especially for vape kits, mods, tanks and chargers.

Original packaging may include batch numbers, serial numbers, authenticity codes and manufacturer details. These can help us verify the product and assess a warranty claim.

If you do not have the original packaging, contact us anyway. Missing packaging may make it harder to assess the claim, but it does not affect your statutory rights if the product is faulty, not as described or not fit for purpose.

8. How to open a warranty claim

If you believe your product is faulty, contact our support team before returning anything.

Email: support@vapeandgo.co.uk

Please include:

• your order number;
• the product name;
• a short description of the fault;
• when the issue started;
• photos or video evidence where possible;
• photos of the product packaging, batch number or authenticity code where available.

Our team will review the information and explain the next step. We may ask for more evidence, offer troubleshooting advice, arrange a return, or confirm whether a replacement or refund is appropriate.

Please do not send items back without contacting us first. Items returned without approval may take longer to process.

9. Returns linked to warranty claims

If we ask you to return a product for inspection, the item must be packaged safely and securely.

For faulty, damaged or incorrect products, we may provide a prepaid return label or cover reasonable return postage where appropriate.

For hygiene-sensitive products, we may not always be able to accept a physical return after use. In these cases, we may assess the issue using photos, videos, order details and product information.

10. Puff count guidance

All puff counts are estimates provided by the manufacturer.

Actual puff count can vary depending on:

• puff length;
• draw strength;
• device power output;
• battery condition;
• coil condition;
• storage conditions;
• user habits;
• product design.

A product reaching fewer puffs than the manufacturer estimate does not automatically mean it is faulty.

11. Contact us

If you need help with a product fault, warranty claim or battery safety question, contact Vape and Go customer support.

Email: support@vapeandgo.co.uk

Phone: 01772 875800

Postal address: Vape and Go, Units 11 & 15, Fylde Road Industrial Estate, Fylde Road, Preston, PR1 2TY, United Kingdom