Complaints policy

Last updated 3 October 2026

We aim to get every order right. If something has gone wrong, we want to hear about it so we can put it right and learn from it.

1. How to complain

Email hello@spectrumvaping.co.uk with your name, your order number if you have one, what went wrong and what you would like us to do. Photos or videos help if your complaint is about a product.

2. What happens next

We acknowledge your complaint within one working day.
A member of our team investigates, which may include checking with our couriers or suppliers.
We aim to give you a full response within five working days. If it will take longer, we will tell you why and when to expect an answer.

3. If you are not happy with our response

Reply to our email and ask for your complaint to be reviewed by a manager, who will reply within ten working days. If we still cannot agree, you can get free advice from Citizens Advice on 0808 223 1133, or contact your local Trading Standards service.

4. Your statutory rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.