Faulty Item Support

Faulty Item Support - Purchased from another retailer

Last updated: 13th August 2026

Didn't buy directly from ivapegreat.com? No problem — if something's gone wrong with your IVG device, we can still help.

Just a heads up: if you bought from a shop or another website, any change-of-mind return needs to go through them first — that's who your purchase contract is with. If you believe the device is faulty, you can also contact us directly for manufacturer support. This does not affect your statutory rights with the retailer you purchased the product from

What we'll need from you

To review your support request as quickly as possible, please send us:

  • A short video of the affected device showing the issue (a clear photo works if a video isn't possible)
  • The batch or serial number of the affected item(s)
  • A brief description of the issue
  • Your full name
  • Your delivery address
  • A contact telephone number
  • The store name and postcode, or the website, where you bought it
  • Proof of purchase receipt or order confirmation (display product purchased)
  • Valid photo ID confirming you're over 18 (driving licence or passport)

Why we ask for all this

  • The video/photo and batch number help us confirm the fault and flag it for quality control.

  • Your address and phone number are so we can arrange a replacement or get back to you directly.

  • Photo ID is a legal requirement — we can only replace vaping products for verified adults.

  • Proof of purchase (or the store name/postcode) tells us where the product came from, since IVG devices are sold through many retailers as well as our own site.

What happens next

Send everything to customercare@ivapegreat.com and We’ll review the information and contact you with the next steps. Where appropriate, this may include a replacement. though we'll let you know if we need anything further first.

Handling your ID and personal details: We will only use this information to review your support request, verify your age where required, and provide support. We will not keep it for longer than necessary. Please see our Privacy Policy for further information.