Refund policy

Last updated: May 14, 2026
We want you to be satisfied with your purchase. Please review our policies regarding shipping, delivery, cancellations, returns, and faulty items below.

Important Notice

We strictly do not accept returns or offer refunds on:

  • Sale Items
  • Mystery Boxes
  • Gift Cards

Delivery & Cancellation Policy

Please ensure your delivery address and contact details are correct before placing your order. Once an order has been dispatched, we are unable to cancel it.

If a parcel cannot be delivered because of an incorrect or incomplete address, the customer is unavailable to receive it, refuses delivery, or fails to collect it from An Post, DPD, or our Dublin delivery drivers, the order will not be eligible for an automatic refund or cancellation.

Please make sure you are available to receive your order and check your tracking information where applicable. If a parcel is returned to us, we may contact you regarding re-delivery.

Please note: We are not responsible for orders that are undelivered due to an incorrect address, or a missed/failed delivery attempt by An Post, DPD, or our Dublin delivery team. Refunds and cancellations will not be provided in these circumstances.

Returns Policy

We offer a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

Eligibility Requirements: To qualify for a return, items must be:

  • Unused, unworn, and unopened.
  • In the original retail packaging with all tags and security seals intact.
  • Accompanied by a receipt or proof of purchase.

Please Note:

  • Opened Products: Sealed products or accessories that have been opened are non-refundable unless the item is confirmed to be faulty.
  • Restocking Fee: For non-faulty returns, a €5.00 administration and packaging fee will be deducted from your total refund.
  • Shipping Costs: Customers are responsible for return postage costs unless the item is faulty. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
  • Starting a Return: Contact us at support@highrockvapes.ie. Items sent back without a prior request will not be accepted.

Faulty or Damaged Items

Please inspect your order upon reception.

  • Reporting: You must notify us within 2 days (48 hours) of delivery if an item is defective, damaged, or incorrect. Claims made after this window may not be accepted.
  • Multiple Faults: If you have more than one faulty item, all affected items must be returned together for a full investigation before replacements can be issued.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must still meet the "unused and original packaging" criteria stated above.

Refund Processing

Once we have received and inspected your return, we will notify you of the approval status.

  • Timeline: Approved refunds are processed within 4–5 working days.
  • Method: Refunds are issued automatically to your original payment method.
  • Bank Processing: Please note that it may take additional time for your bank or credit card company to post the refund to your account.

If more than 15 business days have passed since your return was approved and you have not received your funds, please contact us at support@highrockvapes.ie.

Contact Us

If you have any questions regarding your order, returns, or refunds, please contact our customer support team at support@highrockvapes.ie and we will be happy to assist you.