Creme de Vape Terms & Conditions

You must be at least 18 years of age to purchase vaping-related products.
We will verify your age before we fulfil your order. See section 3.2 and our Age Verification Policy.

1   About these terms

These terms explain how we sell and deliver our products and set out:

• Who we are and how you can contact us
• How we process and deliver your order
• What happens if something goes wrong
• Your rights (and ours) if you want to cancel
• The accuracy of information contained on our website and our communications

By using our website to place an order, request services or to contact us, you agree to these Terms and Conditions, along with our Privacy Policy, our Age Verification Policy and any other notices and policies published on our website.

1.1   Who these terms apply to

These terms apply to purchases made by individual consumers. If you are buying on behalf of a business, or in the course of business, our separate Business Terms and Conditions apply.

2   Information about us
 

2.1   Who we are

We are Creme de Vape, a division of Lime-IT Limited, registered in England and Wales, Company No. 03964306.
Our registered address is Unit 7a Chiltern Court, Asheridge Road, Chesham, Buckinghamshire, HP5 2PX.
Our VAT No. is GB979534263.

2.2   How to contact us

You can reach us by:

• Email: support@cremedevape.com
• Our contact form
• Post: Unit 7a Chiltern Court, Asheridge Road, Chesham, Buckinghamshire, HP5 2PX

2.3   How we contact you

We may contact you about your order or for age verification or ID checks by email, text or phone, using the details you provide. We will not contact you for any other reasons unless you subscribe to our newsletter, or contact us for support.

We never share your details with third parties, except where necessary to fulfil your order or provide support. For more details see our Privacy Policy.

3   Our contract with you
 

3.1   Order acceptance

Your contract with us begins when you have paid for goods and we have emailed you to confirm we have accepted your order.

3.2   Eligibility

3.2.1   Age restriction

You must be at least 18 years old to purchase vaping-related products. We reserve the right to cancel any order where we’re unable to verify the purchaser is over 18.

3.2.2   Age verification

If we haven’t previously verified your age, we will attempt to confirm you are over the age of 18 before fulfilling your order. If you do not provide your actual date of birth during checkout, our age/ID check system will fail to verify your details.

3.2.3   Identity verification

To meet our legal obligations and help prevent fraud, we may also carry out additional ID checks.

3.2.4   Eligibility failure

If we cannot verify your age or identity electronically and you do not provide acceptable documents when requested, we may cancel your order as per Section 9. Also see our Age Verification Policy.

4   Ordering from us
 

4.1   Product reservation

Adding items to your basket does not reserve them. Products are only reserved for you once you complete the checkout process and your payment is successfully processed. Items in high demand or with limited stock may sell out before you complete your order.

4.2   Delivery costs

Delivery costs are calculated based on the total weight, value of items, your delivery address, and the shipping method you choose. These costs are shown at checkout before payment. Free UK delivery is applied automatically for orders meeting the minimum threshold (after any discounts or coupons) and sent to a UK address.

4.3   Order confirmation

When you place an order with us, we will email you confirmation of your order. This email will contain your unique order number, your provided details, items purchased and the prices you paid, the shipment method and cost and any special notes or instructions you entered. Keep this email for your records and in case you need to contact us regarding your order.

4.4   Order preparation

We'll let you know when we start preparing your order or if we need any additional information from you.

4.5   Changing your order

If you wish to change your order, please contact us as soon as possible. We will let you know if the change is possible and inform you about any difference in cost, or any delays that may occur as a result of the change, and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or you're not happy with the consequences, or if we’ve already shipped the goods, you can of course exercise your right to end the contract. See Section 6.2.

4.6   Issues affecting your order

If we encounter any difficulty in fulfilling your order, we will notify you and outline the available options or if we require further information from you. Such issues could include; age verification or ID check failure, out-of-stock or damaged products, price or description errors, or delivery deadlines we cannot meet.
If we are unable to come to a mutually agreeable solution, or if you fail to respond to a request for further information, we may cancel part or all of your order as per the terms in Section 9.

5   Fulfilling your order
 

5.1   When we will provide the goods

We aim to process and dispatch your order the same working day where payment is received before cut-off times; otherwise, the next working day (subject to Sections 4.5 and 4.6).

If we are aware in advance that we will not meet our stated target, or where any other situation exists that may affect the shipment or delivery of orders, it will be detailed on our Current Postal Status page.

We use premium delivery services including Royal Mail Tracked 24 or Special Delivery (UK); Royal Mail Tracked Airmail or DHL Express (International). See our Delivery Information page for full details, terms and estimated delivery times for all delivery methods.

We’ll send you an email notification when we’ve dispatched your order and this email will contain your tracking reference.

5.2   Delivery attempts and failures

5.2.1   Attempted delivery

If you are not at home when delivery is attempted and your package cannot be posted through your letterbox or left somewhere safe, the delivery company will leave a card detailing the delivery attempt and what you need to do next.

5.2.2   If you do not re-arrange delivery

If after a failed delivery attempt, you do not re-arrange delivery or collect your package from a delivery depot within the delivery company's allotted time-period (typically 7 days) it may be returned to us. When we receive the package, we will contact you to ask whether you would like a refund or for us to resend it (a new delivery charge would apply). If you choose a refund, we may make deductions as set out in Section 9.3.

If, despite our reasonable efforts, delivery cannot be re-arranged, or you do not respond to our attempts to contact you, we may end the contract according to the terms in Section 9.

5.2.3   Complete delivery failure

If delivery is not attempted within 10 working days (UK) or 20 working days (international), contact us so we can log a query with the delivery company. If our investigation confirms UK delivery cannot be made within 30 working days (international times vary) or we suspect package loss, you may have the right to cancel the contract as per Section 6 unless the delivery failure is due to action or inaction on your part, where we may have the right to cancel the contract as per Section 9.

5.3   International duties and taxes

For deliveries outside the UK, you are responsible for any import duties, taxes or storage fees applicable to your shipment and these will be billed directly to you by the delivery company or their agent. Failure to pay these may result in your package being returned or destroyed. In either instance, the terms within Section 9 will apply.

Also see International Customer Information.

5.4   Customs restrictions and seizures

5.4.1   Customs restrictions

Some countries restrict or prohibit the importation of vaping or nicotine products. It is your responsibility to ensure that any items you order comply with the laws and regulations of your country. To minimise the risk of customs delays, we recommend placing separate orders for liquids and hardware, and spacing these a few days apart.
Although customs authorities can seize or destroy restricted goods, packages containing such items are more commonly returned to us - sometimes only after a significant delay. If your order includes items restricted in your country and is delayed, seized, or destroyed, we will not accept liability for any resulting loss or inconvenience.

5.4.2   The appearance of the goods

We will not remove labels, alter packaging, or disguise the nature of any product. If nicotine products might be subject to restrictions in your country, any risks are on you.

5.4.3   If your delivery is delayed

If your delivery is delayed and there's a chance your package has been stopped by customs, we will do our absolute best to assist. However, we cannot be held responsible if customs destroy the goods. We will not resend goods or issue a refund prior to receiving the return of an undeliverable package.

5.4.4   If your goods are returned to us

If your package is rejected and returned to us, when we receive the package, we will contact you to ask whether you would like a refund or for us to resend it (a new delivery charge would apply). If you choose a refund, we may make deductions as set out in Section 9.3

5.5   Ownership of the goods

Ownership of the goods passes to you once we dispatch them.

5.6   When you become responsible for the goods

The goods become your responsibility when they are delivered to your specified address.

6    Your rights to end the contract

Your rights depend on whether something is wrong with a product we've supplied, we’ve done something (or not done something) that entitles you to cancel, or you’ve changed your mind.

6.1    Faulty or mis-described products

If anything you have bought is faulty or mis-described you may have a legal right to end the contract or to have the product repaired or replaced or to return it for some or all of your money back. See Sections 7.1 and 10.

6.2    Ending the contract because of something we’ve done or may do

You may end the contract (see Section 8) if:

• We’ve told you about an error in the price or description of the product you ordered and you do not wish to proceed
• We’ve informed you a product is unexpectedly out of stock or damaged and you don’t accept our proposed alternative, or no suitable alternative is available
• We’ve told you we cannot meet a delivery deadline you’ve specified and you don’t wish to proceed

6.3    The right to change your mind (Consumer Contracts Regulations 2013)

For products bought online, UK residents have a legal right to change their mind within 14 days. This is separate to your legal rights regarding faulty or mis-described products.

6.3.1    Exclusions from the right to change your mind

You do not have this right for:

• Products supplied sealed for health protection or hygiene purposes (including vape kits and accessories) if they've been opened or unsealed.
• Perishable items or products liable to deteriorate or expire rapidly (including e-liquid). If, at our discretion, we allow a return of these items, we may reduce your refund to reflect any loss in value due to condition and/or handling.
• Products which become altered or mixed inseparably with other items after delivery.
• Click & collection transactions.

6.3.2    How long do I have?

You have 14 days from the day of successful delivery to the address provided at checkout.

6.3.3    How do I return the goods if I’ve changed my mind

See Section 8.2.

7    Reporting faulty or unexpected goods
 

7.1    Reporting a fault

If a product doesn’t work straight out of the box, it is considered Dead On Arrival (DOA). We will usually replace it at our cost, provided you notify us within 3 days of receipt, we have stock available and you follow our returns procedure if we request the goods back.

If a product develops a fault later, but is still within its warranty period (see Section 10), you must contact us as soon as you notice the issue. In some cases, we may resolve the problem without a return. If we do request the goods back, you'll need to follow our returns procedure.

7.2    Incorrect, unexpected or missing items

If you receive the wrong item(s), unexpected products, or believe we’ve made an error with your order, let us know within 3 days of receipt. We may ask for a photo, and if we ask you to return anything, we’ll provide a pre-paid returns label. Items must be returned within 7 days of notifying us, unopened and in as-new condition.

8    How to end your contract with us
 

8.1    Notify us in writing

Contact us to tell us you’d like to cancel, and obtain our authorisation before sending any returns. Please provide your name, email address, order number and as much detail as you can.

8.2    Returning products after ending the contract

• Do not open or unseal the goods.
• Contact us within 14 days of receiving the goods to state your intention to cancel
• When we authorise the return, we’ll email a form for you to print out and enclose with your return and provide our returns address
• Pack your return securely in the original packaging where possible, including all items in their unopened packaging
• Include a note with your full details, order number, reason for return, and the authorisation form
• Send by a fully insured, recorded method, ensuring the full postage is paid. We recommend using your local Post Office’s Signed-For service, and obtaining a proof of postage receipt
• Your return must reach us within 14 days of the date you notified us of your intention to cancel

You must take reasonable care of goods while in your possession. We’re not liable for items lost or damaged in transit.

For safety and hygiene reasons, we cannot accept opened/unsealed items.

Returns that don’t meet these conditions may be rejected or subject to a restocking fee at our discretion.

You will not normally be refunded for your return postage where you are returning under your right to cancel, unless the goods are defective or we’ve agreed to reimburse you.

8.3    Unsolicited returns

Unsolicited or unauthorised returns may be disposed of with no refund.

8.4    Refunds when you have exercised your right to cancel (UK customers only)

If you cancel under your right to change your mind, and where the following apply:

• there has been no error on our part
• we have authorised the return
• the goods are unused and still sealed
• we have received and accepted the returned goods

we’ll refund what you paid for the products plus any original delivery fee you paid when you ordered, subject to Section 8.4.1.
We do not reimburse return costs except where we've agreed to do so because a return is as a result of our error, or faulty goods returned within their warranty period.

8.4.1    Deductions from refunds

When you return goods because you’ve changed your mind:

• If you upgraded to an enhanced delivery service, we may deduct the difference between our default delivery cost and the cost of the enhanced option you chose.
• Where you return some goods but keep other goods you purchased as part of the same order, we will not reimburse any of the original delivery charges you paid.
• We may reduce your refund to reflect any diminished value caused by handling the goods beyond what would be permitted in a shop.
• If we refund you before we inspect the goods, and later find unacceptable handling, or the goods are in a different condition than you described, we may request payment of an appropriate amount.

8.4.2    How and when your refund will be made

Once we’ve received and accepted your return, your refund will be made to your original payment method. It can take up to 5 working days for your payment provider to credit the funds back to your account, but it’s usually quicker than this.

9    Our rights to end the contract
 

9.1    If we are unable to fulfil your order

If we cancel part or all of your order for any reason including those mentioned in Section 4.6, you will receive a full refund for any products we cannot deliver, plus any delivery fee you paid if a delivery or delivery attempt has not yet occurred.

9.2    If you break the terms of the contract

We may end the contract if you fail, within a reasonable time to:

• provide accurate information we can use to verify your age or perform ID checks
• respond to our requests about any part of your order
• allow us to deliver the products to you
• break any of the other terms of the contract

If the goods haven't been sent, we will issue a refund to your original payment method and we may deduct any costs already incurred in accepting your order, such as fees for processing your payment and performing age verification and/or ID checks.

9.3    Delivery failures (where we're not at fault)

If we end the contract due to a delivery failure where we weren't at fault, and you elect to receive a refund, the refund will be issued to your original payment method after we have received the returned goods.
Depending on the nature of the goods, and time elapsed since we sent the goods, we may deduct any (or all) of the following from your refund:

• Any costs we incurred in accepting your order such as fees for processing your payment and performing age verification
• Our original postage costs or the delivery fee you paid (whichever is higher)
• Any costs incurred in receiving the returned package
• The amount you paid for:
  • Any products unsealed or damaged during a customs inspection
  • Perishable goods such as e-liquid, flavourings or products containing them

10    Product durability and warranty information
 

10.1    Consumable lifespan and replacement

Many vape kit components and consumables have a limited operational lifespan and require periodic replacement. For best performance and optimum safety, we recommend the following replacement schedule:

• Pre-filled pods and cartridges: once empty
• Coils, empty cartridges and pods: weekly
• Batteries (built-in or replaceable cells): 3-6 months

10.2    Warranty provisions

Unless otherwise stated on individual product pages:

• Tanks, atomisers, cartridges, pods, heads & coils: DOA warranty only (notify within 3 days of receipt). Non-returnable / non-refundable otherwise.
• Batteries and devices with non-removable batteries: 60-day warranty if properly maintained and used according to instructions and only with recommended accessories.
• Battery chargers: 60-day warranty if properly maintained and used according to instructions; with CE/BS approved UK plugs and recommended batteries.
• Mods and Advanced Personal Vaporisers (APVs): Specific warranties described on individual product pages.
• Rebuildable atomisers and tanks (RBA/RTA): No standard warranty except for genuine manufacturing faults.
• E-liquids, cartridges, sundry consumables including drip tips: Non-returnable for hygiene/safety reasons.

We may accept warranty claims outside these terms at our discretion.
Replacements or repairs assume the remaining warranty period of the original purchase.

10.3    What isn’t covered by warranty provisions

• Consumables with limited operational lifespan such as those described in Section 10.1
• General wear and tear
• Performance or taste issues
• User replaceable parts such as springs, screws, beauty rings
• Incompatibility issues (except where products are specifically designed as or sold as compatible)
• Device faults caused by ingress of e-liquid into the circuitry
• Issues or damage caused by cross-threading parts together (unless a manufacturing defect is evident)
• User error or failure to care-for/maintain products as indicated on our site or within the user manual

10.4    Actions which void your warranty

10.4.1    Tampering

Removing screws or disassembling the product will void the warranty, unless it is part of the normal maintenance described in the user manual.

10.4.2    Use of other products

Using our products in combination with other products or accessories not supplied by us may invalidate the warranty due to potential damage caused by unknown incompatibilities. We aren't responsible for faults caused by third-party products.

11    Information on the website
 

11.1    General

We make every effort to ensure information is accurate, but do not guarantee completeness, reliability, or suitability. Information may change without notice. Website content does not constitute medical advice or advice sanctioned by any public health authority.
The information contained on the website or in promotional materials does not constitute medical advice, substitute for medical advice or advice sanctioned by any public health authority.
Opinions expressed in reviews and testomonials are the subjective opinions of their creators and are not necessarily our views.

11.2    Product and packaging images

Product images are provided for illustrative purposes; although we make every effort to display products and their colours accurately, the product you receive may vary slightly from our images due to screen settings. The packaging of the product may vary from that shown in our images.

11.3    Product pricing

Prices include UK VAT unless a non-UK shipping address is selected. Duties or taxes outside the UK are your responsibility. See Sections 5.3, 5.4 and our International Customer Information.

11.4    External links

External links are for convenience; we are not responsible for their content. Refer to each site’s own terms of use.

11.5    Intellectual Property

All website content, including (but not limited to) brand names, logos, service marks, text, graphics, software, images, and source code as well as product labelling, packaging design and other artworks are copyright Creme de Vape and affiliates. Reproduction requires written permission.

12    Other legal bits

12.1    Product use and safety

Our products are designed for adult smokers and ex-smokers only. Do not use if you have never smoked. If you have any health concerns, or are simply unsure whether you should use of our products, consult a healthcare provider first. Our products do not cure nicotine addiction. Nicotine can be harmful in high doses.
See our safety information.

12.2    Disclaimer of Liability

We are not liable for loss, damage, injury, or expense arising from use of our website, information, or products, which are used entirely at your own risk.

12.3    Alteration

We may modify these or other terms, policies or notices at any time. By visiting the website, you agree to the current version; previous versions are superseded.

12.4    Conflict

Where conflicts arise between these terms and other website policies, the other policy prevails for that section or module.

12.5    Acceptable behaviour

We may refuse service for rude behaviour, misrepresentations, spam, continual complaints, or excessive returns..

12.6    Cession

We may assign or delegate rights or obligations to third parties. We will inform you if this happens.

12.7    Severability

If any provision becomes unenforceable in any jurisdiction, it is treated as pro non scripto, and remaining provisions remain in full effect.

12.8    Applicable laws

These terms and any other terms, policies and notices shall be governed by the laws of England and Wales.

These terms were last updated on 21st August 2025.

If you have any questions, comments or concerns arising from the website, the privacy policy or any other relevant terms and conditions, policies and notices, please contact us.

Copyright © Creme de Vape. All Rights Reserved.

Creme de Vape is a division of Lime-IT Limited, registered in England Number 3964306. VAT No. GB979534263.
Unit 7a Chiltern Court, Asheridge Road, Chesham BUCKS HP5 2PX