Returns & Refunds
- In order to return a product, you must have obtain a CS Returns Number from a member of our Customer Service Team. Any unsolicited or unauthorised returns sent to us will be disposed of. The Customer Service Team can be contacted at firstname.lastname@example.org
- Returns MUST be received within 14 working days of the CS Returns Number being issued. If an item is not returned within this time frame, we will no longer be able to accept it.
- Once we have received the returned item (s), we will fully test it to verify the fault. Please allow up to 5 working days for it to be checked and either a replacement dispatched or a credit issued.
- Should we discover that there is no fault, or that a fault has been caused by user error, we will not issue a replacement or raise a credit. You will then have 14 days to either collect the item or we will dispose of it.
- We are not responsible for reimbursing any shipping cost for returning items.
- We are not responsible for items that get lost in transit. Therefore, we suggest sending returns via a trackable service and ensuring the correct amount for postage is paid.
- Please ensure that your returned items are packaged securely and sent to the following address, with the CS Returns Number clearly written on the outside:
VDL Website Returns,
If you change your mind about your purchase, please make sure you return it in its original condition and we will exchange or refund it for you. Original condition means in original packaging the item is undamaged and in a sellable condition.
- Unless faulty this should be within 14 days of receiving the order.
- Once returned we will refund using the original purchase method. This includes items purchased in a vape deal or clearance sale.
What can’t be returned
The below items are excluded from our returns policy unless faulty or not as described.
- Opened Bottles of liquids
This does not affect your statutory rights.
Methods of Refund Payment
When returning an item, the method used to make your payment will dictate how a refund is processed.
- Credit / Debit Card– Your refund will go back to the same card you purchased on.
- PayPal– This will be debited into your PayPal account straight away.
Gift card or Online Credit – This credit will be added back onto your account and will be available to use against your next purchase.
Terms and Conditions
- If you have changed your mind about an item, you can return it in original condition for an exchange or refund. Unless faulty this should be done within 14 days of receiving the item.
- We will refund back to original method of payment; this includes any items on sale.
- Unwanted items when we mention sellable condition, we expect this to mean
2. Undamaged (excludes normal examination of the product as you might have done in store)
- For online and telephone orders items we will refund delivery provided all the order is returned. If you are returning some of your items, then we will only refund the cost of the returned items, subject to the conditions stated above
- This does not affect your statutory rights
I have Missing Items from my Order:
If your order arrived incomplete or there was a mistake, please contact our Customer Service Team within 48 hours of receipt, via the Contact Us page quoting your order number and stating which item (s) is (are) missing. A member of our team will be in touch and we will endeavour to resolve the issue.
My Items arrived Broken:
Please contact us immediately via the contact us page/Email if the items arrive with you in a damaged condition. If we are not notified within 14 days of arrival that a product is damaged, we may not be able to help. Please take a photo of the packaging if your item is broken.
Returns policy for defective or damaged goods:
- If you receive damaged or defective goods, or an item is missing from your parcel you must inform Dinner Lady via email within 48 hours. Claims made after this time period will not be accepted. Please do not dispose of any goods before reporting the issue to our Customer Service Team, as we may require batch numbers, photographic evidence of any damage or request that the item is returned to us.
- Defective or damaged goods must be returned to Dinner Lady. On receipt, we will test and inspect the product, if the item is defective we can offer you a refund within the first 30 days of purchase or a replacement, or if the product is no longer available we will issue a refund including your postage fees or offer an exchange for an alternative product of your choosing. If the goods are deemed not to be defective or the damage is caused by misuse, accidental damage or wear and tear, you will liable for any costs incurred returning the goods to us.
- We may ask further questions either prior to or during the returns process or give recommendations on the use of the product to cut down the need for unnecessary returns and help you get the best from a product, please assist our staff with as much detail as possible regarding the items you believe to be defective.
- You must return the goods to us with the original order number via recorded delivery and ensure that you are fully insured for the full value of the goods. You have a duty to take reasonable care of any goods whilst they are in your possession.
Returns policy for unwanted goods:
- The goods must be returned to Dinner Lady at your expense within 14 days of the purchase date. You must also include the original order number. We will refund you the full cost of the goods excluding delivery costs.
- Goods must be returned unused and sealed in the original packaging. As electronic cigarettes are an oral product, once used they cannot be returned for hygiene reasons unless they are defective.
- You have a duty to take reasonable care of any goods whilst in your possession.
- We advise you to send any return goods via recorded delivery that is also insured. Please use suitable packaging as Dinner Lady will not accept responsibility for lost in transit or goods Damaged in transit.
Returns Policy for Damaged/Defective/Missing:
Subject to the exceptions listed below:
- Contact Customer Service Team up to 30 days, if item is faulty – Full refund.
- Up to 6 months, if faulty item can’t be repaired then full refund.
Returns Policy Exceptions:
The above items are not accepted for returns unless they are dead on arrival. Customer must report this within hours of receiving the order.