Refund policy

Refunds Policy

Last Updated: June 2026

This Returns & Refunds Policy explains how returns, cancellations, refunds, faulty items, damaged items, incorrect items, and missing items are handled by Juice N Power.

Juice N Power is operated by All Power Trading Ltd.

Company Name: All Power Trading Ltd
Company Number: 14240611
VAT Number: 422607520
Registered Address: 1 Fishwick Park, Mercer Street, Preston, England, PR1 4LZ
Website: https://juicenpower.com/
Email: sales@juicenpower.com
Telephone: +44 1772 305000

For any return, refund, or cancellation request, please contact us at sales@juicenpower.com with your order number before sending any item back to us.

1. Your Right to Cancel

If you are a consumer purchasing online, you may have the right to cancel your order within 14 days of receiving your goods.

This is often known as a “cooling-off period”.

To cancel an order or request a return, you must contact us at sales@juicenpower.com within 14 days of receiving your order.

Once you have informed us that you wish to cancel or return your order, you must send the goods back to us within 14 days, unless we advise otherwise.

Please note that some products cannot be returned for hygiene, health protection, or safety reasons once they have been opened, used, unsealed, or tampered with.

2. Return Conditions

To be eligible for a return, the item must be:

Unused
Unopened
Sealed in its original packaging
In the same condition as received
Complete with all original packaging, accessories, manuals, labels, and parts
In a resalable condition
Returned within the applicable return period
Approved for return by our customer service team before being sent back

We reserve the right to refuse a return or make a reasonable deduction from the refund if the item has been used, opened, damaged, handled excessively, or returned in a condition that affects its resale value.

3. Products That Cannot Be Returned Unless Faulty

For hygiene, health protection, and safety reasons, we cannot accept returns of certain products once they have been opened, used, unsealed, or tampered with.

This includes, but is not limited to:

E-liquids
Nic salts
Prefilled pods
Refill pods
Vape kits once opened or used
Coils
Tanks
Mouthpieces
Disposable or prefilled vaping products
Any product that comes into contact with the mouth
Any product with a broken hygiene seal
Any product that cannot be safely resold once opened

These items can only be returned if they are faulty, damaged on arrival, or incorrectly supplied.

Your statutory rights are not affected.

4. Change of Mind Returns

If you change your mind about a product, you may return it within 14 days of receiving your order, provided the item is unused, unopened, sealed, and in its original packaging.

You must contact us before returning the item.

Change of mind returns will not be accepted for opened, used, unsealed, or tampered vape products due to hygiene and health protection reasons.

The customer is responsible for the return postage cost for change of mind returns.

5. How to Request a Return

To request a return, please email sales@juicenpower.com with the following details:

Your full name
Your order number
The item you wish to return
The reason for return
Clear photos or videos, if the item is faulty, damaged, or incorrect

Please do not send any item back to us until your return request has been reviewed and approved by our customer service team.

Once your return is approved, we will provide return instructions.

6. Return Address

Unless we provide a different return address, approved returns should be sent to:

Juice N Power / All Power Trading Ltd
1 Fishwick Park, Mercer Street, Preston, England, PR1 4LZ

Please include your order number inside the return parcel so we can identify your return quickly.

7. Return Shipping Costs

For change of mind returns, the customer is responsible for paying the return postage cost.

We recommend using a tracked delivery service when returning items, as we are not responsible for returned parcels that are lost, delayed, or damaged in transit.

If the return is due to a confirmed fault, damaged item, or incorrect item supplied by us, we will advise you on the next steps and may cover reasonable return postage where applicable.

8. Refunds

Once we receive your returned item, it will be inspected by our team.

If your return is approved, we will issue the refund to your original payment method.

Refunds will usually be processed within 14 days of receiving the returned product, or within 14 days of receiving valid proof that the item has been returned, where applicable.

Please note that it may take additional time for the refund to appear in your bank account, depending on your bank or payment provider.

9. Delivery Charges and Refunds

If you cancel your full order within the legal cancellation period and return all eligible items, we will refund the product value and the standard delivery charge, where required by law.

If you selected a more expensive delivery option, such as express, next-day, or Saturday delivery, we may only refund the standard delivery cost.

Delivery charges may not be refunded for partial returns, failed deliveries caused by incorrect customer details, refused parcels, or returns that are not due to our error, except where required by law.

10. Faulty Items

If you believe an item is faulty, please contact us as soon as possible at sales@juicenpower.com with your order number and details of the issue.

We may ask for photos, videos, batch numbers, serial numbers, or other supporting information to help us assess the fault.

In some cases, we may ask you to return the item for inspection before we can offer a refund, replacement, or store credit.

If the item is confirmed to be faulty, we will offer a suitable resolution, which may include:

A replacement
A refund
Store credit
Another suitable solution depending on the circumstances

We are unable to accept responsibility for faults caused by misuse, accidental damage, incorrect charging, incorrect storage, normal wear and tear, water damage, tampering, or failure to follow the manufacturer’s instructions.

11. Damaged Items

If your order arrives damaged, please contact us as soon as possible at sales@juicenpower.com.

Please include:

Your order number
Photos of the damaged item
Photos of the outer packaging
Photos of the inner packaging
A clear description of the damage

Please keep the product and packaging until we have reviewed your claim, as this may be required for a courier investigation.

Where damage is confirmed, we will offer a suitable solution, which may include a replacement, refund, or store credit.

12. Incorrect Items

If you receive the wrong item, please contact us as soon as possible at sales@juicenpower.com with your order number and photos of the item received.

Please do not open, use, or dispose of the incorrect item.

If we have sent the wrong product, we will advise you on how to return it and arrange a suitable resolution.

13. Missing Items

If an item is missing from your order, please contact us as soon as possible at sales@juicenpower.com with your order number.

We may ask for photos of the parcel, packaging, packing slip, and items received so we can investigate the issue.

If we confirm that an item was missing from your order, we will arrange a suitable resolution.

14. Items Not Considered Faulty

The following issues are not normally considered product faults:

Dislike of a flavour
Product taste preference
Puff count expectations, as puff counts are estimates and may vary depending on usage
Damage caused by misuse or incorrect handling
Damage caused by using the wrong charger or charging method
Damage caused by water exposure
Issues caused by not following the manufacturer’s instructions
Normal wear and tear
Items that have been opened or used and are no longer suitable for resale, unless faulty

15. Refused Deliveries and Returned Parcels

If a parcel is refused, not collected, or returned to us due to incorrect delivery details, failed delivery attempts, customer refusal, or failure to complete age verification, we may deduct any delivery, return, or handling costs from the refund where permitted by law.

If the returned items are received in a resalable condition, we may offer either:

A refund of the product value, excluding delivery and return costs where applicable; or
Re-dispatch of the order at the customer’s expense

If the parcel is not returned to us, we may be unable to issue a refund.

16. International Returns

Customers outside the United Kingdom are responsible for ensuring that any return complies with local laws, customs rules, and courier requirements.

International customers are responsible for return shipping costs unless the item is confirmed to be faulty or incorrectly supplied by us.

We are not responsible for customs charges, import duties, taxes, handling fees, or any charges applied by the destination country or courier.

If an international order is refused, detained, rejected, destroyed, or returned by customs, the customer will be responsible for any related costs.

If the order is returned to us and the items are in a resalable condition, we may offer a refund of the product value, excluding original delivery charges, customs charges, return costs, and any other related fees where permitted by law.

17. Age Verification and Cancelled Orders

Juice N Power sells age-restricted products and only supplies products to customers aged 18 years or over.

We reserve the right to cancel an order if age verification fails or if satisfactory proof of age is not provided when requested.

If an order is cancelled due to failed age verification and has not been dispatched, we will issue a refund to the original payment method.

If an order has already been dispatched and is returned due to failed age verification at delivery, delivery and return costs may be deducted from any refund where applicable.

18. Order Cancellations Before Dispatch

If you wish to cancel your order before dispatch, please contact us immediately at sales@juicenpower.com.

We will do our best to cancel the order where possible.

However, once an order has been processed, packed, or dispatched, we may not be able to cancel or amend it. In this case, you may need to follow our returns process.

19. Exchanges

We may offer exchanges at our discretion, depending on stock availability and the condition of the returned item.

Exchanges are only available for eligible products that are unused, unopened, sealed, and in their original packaging, unless the item is faulty or incorrectly supplied.

If the replacement item is more expensive, you may need to pay the difference. If it is cheaper, we may refund the difference.

20. Store Credit

In some cases, we may offer store credit as an alternative to a refund or replacement.

Store credit will only be provided where agreed with the customer.

This does not affect your statutory rights.

21. Our Right to Refuse a Return

We reserve the right to refuse a return where:

The item has been opened, used, or unsealed
The item is not in its original packaging
The item is not in a resalable condition
The return was requested outside the return period
The item was damaged after delivery
The item has been tampered with
The hygiene seal has been broken
The product is not faulty and cannot be returned for hygiene or health protection reasons
The return was sent without contacting us first