Returns & Refunds Policy

UK Returns Policy 

In order to return a product for any reason, you must first contact the Platos Vapes Support team. You can contact us through our Contact us page, or directly email us at You can also reach us via Instagram Direct Messages. Any unsolicited returns will be disposed of. 

Returns must be received within 14 calendar days of us issuing a returns request. If an item does not return in within this timeframe then we will be unable to process that return and the product will be disposed of. When sending back an item we ask that you acquire proof of postage. If we do not receive an item you sent back and we do not receive it, we will be unable to provide any further help unless you have proof of postage. 

Unwanted goods

Unwanted items may be returned within 30 days of delivery provided they have not been opened or used and are in the same condition as they were sold. Due to health & hygiene, e-liquids, disposable e-cigarettes and clearomizers are excluded from this policy and are only returnable if faulty.

Products must be returned "as sold"; if any products have been opened this is regarded as "acceptance" and you will not be able to return (as unwanted).

Faulty goods

If you have received an item that is faulty please contact us and we will advise what can steps can be taken. If you can show us that your product is faulty then we will send out a replacement device however this is done on a case by case basis. 

Order Cancellations

If you wish to cancel your order we advise you to notify us as soon as possible. As we employ a same day dispatch process it may not always be possible to cancel your order. 

If you order has already been dispatched then there is no way for us to cancel your order, however you are able to return your goods within 14 days via the Unwanted goods method. 

Undelivered orders

All orders are sent tracked to minimise the chances of a lost parcel. However, we understand that sometimes it can happen. Please get in touch with us within 10 calendar days from your date of fulfilment. We are unable to process refunds or a re-dispatch of your goods if you notify us after the timeframe stated. 

International Returns Policy 

If you are an international customer and you want to start a return, please contact us for the best solution as we deal with returns on a case by case basis for international customers. We do not cover the returns cost. 

Faulty goods

If you have been provided with goods that are faulty, you must notify us as soon as possible. We will provide a refund in store credit or a replacement in your next order.