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Free UK delivery over £20
Free EU delivery over £75
Fully TPD compliant & tested
For full details of your rights under the Distance Selling Regulations, please contact your Citizens’ Advice Bureau or a solicitor.
These terms and conditions set out the basis on which you can use our website and place orders for items from DV Original. By ordering goods from DV Original, you are deemed to have understood and accepted these terms.
You may contact us at this address Unit 12 Llwyn y Graig, Garngoch Industrial Estate, Gorseinon, Swansea, SA4 9WG or by email to [email protected] or phone us on +44 (0) 1792 897103.
Please allow 72 working hours for a response, especially during busy periods, though most enquiries are answered sooner.
When you place an order to purchase a product from us, you will be sent an e-mail from DV Original confirming receipt of your order and setting out the details of your order. Our checkout process uses Viva Wallets secure checkout system. On desktop and mobile, you have the option to pay with a wide selection of cards including Visa, Visa Electron, Maestro, Mastercard or American Express. We also accept Apple Pay on iPhone, iPad, Mac and other compatible devices.
By purchasing a product from DV Original, you are confirming that you’re 18 years old or older. (It is a criminal offence in the UK to supply, directly or indirectly, persons under the age of 18 years.) DV Original reserves the right to cancel any order immediately without notice if we believe that the order has been placed by someone who is not legally entitled to and under the age of 18.
When placing an order through our website, you will have a selection of different products, strengths and flavours to choose from. If any of our products are out of stock, we will clearly underline this and notify you all via our website.
Before confirming your order and making payment you will see the total goods, purchase prices including vat and carriage displayed on screen prior to proceeding to payment. All our products are VAT inclusive and on receipt of payment your order will be processed and an email will be sent to you outlining the contents of your order and information about cancelling.
Payments must be received before orders can be dispatched.
Orders will be dispatched the same day if purchased before 2.30pm (GMT). If made after this time it will be dispatched the next day. On a rare occasion, your e-liquid order may need to be freshly made in the lab if we don’t have any stock of pre-bottled e-liquid. In this case, your order will be dispatched the following business day. All orders will be dispatched at the latest by close of business the next day.
We dispatch Monday to Thursday – bank holidays excluded.
Processing cut-off time will vary as specific times of the year e.g. Christmas and will be clearly communicated to you.
Delivery times are approximate and are subject to change. Due to seasonal increases in demand and factors beyond our control, there may occasionally be longer delivery times. We aim to inform you of any such situation to avoid disappointment.
Please note Royal Mail First Class and Royal Mail EU Economy are not tracked in any fashion. Under this delivery, if your parcel is lost in the postage system by a third party delivery service, the cost of your item/s will not be covered by DV Original and is not the responsibility of DV Original. Decascents Limited will not be responsible for any lost parcels where untracked or unsigned options have been chosen by you.
DV Original as a company upholds the highest standards of service but can on occasion be let down by third-party handling companies. Should you wish your item/s to be protected from loss/theft, we would recommend using the tracked options (DPD Tracked & Secure/Tracked EU and International Orders).
When placing an order, please ensure your delivery address is correct, as we will not replace or re-send any order at our expense if incorrect details have been supplied by you. Your telephone number and/or e-mail address may be provided to the courier so they can notify you of the approximate delivery time and allow for tracking.
If you have yet to receive a tracked and signed for delivery after 15 working days from dispatch, the order is considered lost. Due to the tracked nature, you will be able to put in a claim with DPD through DV Original.
DPD Tracked & Secure can take two days in remote areas, including the Scottish Highlands, the Channel Islands, the Isle of Man, Northern Ireland and some other off-shore islands.
International shipping costs will vary depending on the weight of your order. The order weights are calculated automatically during ordering. The final shipping price will be displayed on your order summary prior to checkout.
Please allow 10 working days from when your order was dispatch to contact us if it has not yet arrived. For any international orders in the EU, the order will be considered lost 25 days after shipping.
If you have not received a tracking number, or have not received your order after 15 days, please contact us at [email protected]. Any international orders outside the EU, the order will be considered lost 31 days after shipping.
Please note that international orders may be held at local borders and may be subject to import fee payments before delivery.
Goods exported outside the EU are not subject to UK VAT (Value Added Tax). Zero-rated sales only apply to orders shipped to addresses outside the UK/Europe/EU.
Shipping costs will vary depending on the weight of your order. The order weights are calculated automatically during ordering. The final shipping price will be displayed on your order summary prior to checkout.
By clicking on the “Checkout” button or “Apple Pay button, you agree that you have read, understand, and accept the DV Original Delivery Terms and Conditions.
Customers can return any unwanted items or items ordered in error within 30 days of the order being delivered. All items must be unopened, with the original packaging with all seals intact. All items for return must be notified to us via email to [email protected] at the soonest possible moment. Pleasure put in the subject line ‘return’.
Upon receiving the returned items, we will ensure that a full refund for the price you paid for the item(s) as well as the delivery.
This returns policy does not affect your statutory rights.
For any orders with contents that are damaged on arrival or with missing items, you must notify us via email to [email protected] within 48 hours of your delivery.
Any liquid products which are damaged in transit will be replaced subject to a Complaint investigation. Any damaged bottles or spilt liquid must be disposed of according to local requirements by the buyer (you!).
Any hardware products which are Dead On Arrival (DOA) will be replaced or refunded provided we are notified within 48 hours of delivery. We do not accept responsibility for any damage caused after delivery. This includes any damage by incorrect assembly or any modification of the hardware product.
For full details on notifying us about damaged or missing items please see Complaints section below.
Under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within a period of 7 working days. The period of 7 working days begins on the day after you receive your goods. You must inform us of your wish to cancel in writing either by letter, email or phone call within this period.
If the order has already been dispatched, please follow our returns policy. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, as soon as possible. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund you, amounts that are attributable to the loss or damage.
PG is used in the majority of e-liquids and in a variety of other items, such as pharmaceuticals and cosmetic products. A mild reaction to PG is not very common, so you shouldn’t be overly concerned about it if you’re new to vaping. However, there are occasional cases of a mild reaction to e-liquids that include a 50% or over PG base. Symptoms are a sore, dry or inflamed throat and mouth. If you do discover you have a reaction to PG based e-liquids, we advise that you stop vaping immediately and instead try a higher percentage VG base. You can do this by switching to our Shake & Vape Kit, where you can choose a VG Base (75%VG/25%PG). The lower percentage of PG usually results in no allergic reactions and allows you to continue vaping. If you do continue to have a reaction to e-liquids, we advise you to stop vaping immediately and consult a medical professional.
Complaints are taken extremely seriously by DV Original and we endeavour to make sure that our customer’s complaints are dealt with in a professional and confidential manner. Any complaints must be made to [email protected] where this will be dealt with as soon as possible. Please put in the subject line ‘Complaint’. We will make every effort to ensure that any complaints are resolved within 7 working days.
To aid with a swift resolution of the complaint, the following information must be included in the email:
Each complaint will be investigated on its own merit. We may require additional information from you during the investigation. Upon investigation completion, we will email you with the outcome and a resolution for your approval.
If complaints are a result of our mistake, any items received which are unopened will require returning. The items can be returned by you, and we will refund the cost of shipping.
We do not deem “I don’t like the flavour” or “I don’t like the feel of this device” as grounds to make a complaint. If your liquid product does not taste anything like the name of the product e.g. Tobacco tasting of Strawberry, please raise a complaint.
All offer codes are applied to the value of the order, excluding delivery costs and are subject to our general Terms and Conditions. The offer code must be entered into the Discount Code field on the basket page and applied for the discount to be deducted from the order. Unless stated discounts cannot be combined and only one coupon can be applied to any order.
Coupon use is limited to one use per customer unless otherwise specified. We reserve the right to withdraw or amend coupons at any time. Coupons can only be used online at dvoriginal.com.
Refer a Friend and both of you will receive £10 off your next in-store purchase. Not redeemable for cash or credit. Minimum purchase of £20 to claim £10 discount. Can not refer the same friend more than once.
Spend over £10 in-store and get a stamp. Collect all 5 stamps and get £5 off your next in-store purchase. No minimum spend to claim discount. Once the card is full, we retain the card so it can not be used again and will give you a new one.
DV Original is entitled to alter these Terms and Conditions at any time but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase.
Last updated: 31/07/2023
Decascents Limited VAT Number: GB213184441