Refund policy
As a UK-based business, all orders are fulfilled and shipped from the United Kingdom. As such, this policy is written in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your 14-Day Right to Cancel
Under UK law, you have the right to cancel your order within 14 days of receiving your item, for any reason and without justification. This applies to all customers purchasing online.
Please note: due to health, safety, and hygiene regulations, this right to cancel does not apply to nicotine mist products where the seal has been broken or the product has been opened. This is a statutory exemption for sealed goods that are not suitable for return once unsealed.
To cancel an order, please contact us at info@getvye.com before opening your product. If your cancellation is accepted, you must return the item within 14 days of notifying us. You are responsible for the cost of return postage unless the item is faulty or incorrect.
30-Day Return Policy (Unopened Items)
Beyond the 14-day cancellation window, we offer a 30-day return policy for unopened items. To be eligible, your item must be in the exact same condition that you received it: unopened, unused, and with all original seals intact in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at info@getvye.com. Please note that returns will need to be sent to the following address: VYE c/o Spatial Global Ltd, Spatial House, Willow Farm Business Park, Castle Donington DE74 2TW.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
VYE Satisfaction Guarantee (Opened Products)
We believe in the quality of our nicotine mist and want you to be completely satisfied. While we cannot accept physical returns of opened or used products for health, safety, and hygiene reasons, we do stand behind every purchase.
If you’ve tried your VYE mist and are not completely satisfied, please reach out to us at info@getvye.com within 30 days of your purchase—we’ll work with you to make it right, whether that's a store credit, a replacement, or a different flavour to try.
Damages and Issues
Please inspect your order upon reception and contact us immediately at info@getvye.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Due to health and hygiene regulations, we cannot accept returns of nicotine mist products once the seal has been broken or the product has been opened. This applies regardless of whether the return is requested within the 14-day cancellation window.
We also cannot accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to get what you want is to return the unopened item you have and make a separate purchase for the new item right away. You do not need to wait for your return to be accepted to place your new order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@getvye.com.