Terms of service
Last updated: 20 October 2026
1. About These Terms
These terms apply to purchases from vyemist.com and your use of our website and related services. References to “VYE”, “we”, “us”, and “our” mean VYE Global Ltd, trading as VYE.
We are registered in England and Wales under company number 17026482. Our registered office is 128 City Road, London, EC1V 2NX, United Kingdom. Our VAT number is GB 484 189 940.
We currently deliver to UK addresses only. Products are supplied for personal use and not for commercial resale.
Please read these terms before ordering. Our Refund Policy and Shipping Policy provide further information about purchases. Nothing in these terms or those policies excludes or restricts your statutory consumer rights.
2. Purchase Eligibility and Accounts
Our products contain nicotine, which is a highly addictive substance. You must be 18 or over to purchase VYE products.
You must not buy our products on behalf of anyone under 18. We may use third-party verification or request proof of age before fulfilling an order. We may decline an order where we cannot complete verification or reasonably suspect an ineligible or proxy purchase. We will notify you and refund payments taken for a declined order without undue delay.
You must provide accurate and current information when ordering or using an account. Keep account access details secure and tell us promptly if you suspect unauthorised use. You are not automatically responsible for activity caused by a failure in security for which we are legally responsible.
3. Our Products
We have a legal duty to supply goods that conform to the contract, including that they are of satisfactory quality, fit for a particular purpose made known to us and accepted by us, and as described.
Screen settings can affect how product colours appear. Minor differences in presentation do not remove your rights where goods do not match their description.
VYE products are consumer nicotine products and are not sold as medicines or smoking-cessation treatments. Read and follow the product instructions and warnings supplied with your order. Product warnings do not remove your statutory rights or waive any claim you may have.
We may update products, packaging, and descriptions for future orders. We will not impose a material change to an accepted order without your agreement. If we cannot supply what was agreed, we will contact you about your options, including cancellation and a refund where applicable.
4. Placing and Accepting Orders
When you place an order, you make an offer to buy the goods. We accept your order when we send an email expressly confirming acceptance. An email that only acknowledges receipt of an order is not acceptance. Taking payment alone does not constitute acceptance.
Before acceptance, we may decline an order for a genuine reason, including unavailable stock, an obvious pricing error, suspected fraud, unsuccessful age verification, or restrictions on delivery. We will inform you and refund any payment taken without undue delay.
After acceptance, we will not change the price or product, or cancel your order, merely because we have changed our mind. Any cancellation or change must respect your contractual and statutory rights.
Please check your order before submitting it and keep the confirmation for your records.
5. Changes You Request
If you want to change an order, contact support@vyemist.com promptly. We will explain whether the change is possible and agree any resulting price or delivery change with you. Your statutory cancellation rights remain available where applicable.
6. Prices and Payment
Prices are shown in pounds sterling and include any VAT payable. Delivery charges and other applicable compulsory charges are disclosed before you place your order.
The agreed price of an accepted order will not change without your agreement. Prices and offers for future orders may change.
You must use a payment method you are authorised to use and provide accurate billing information. Available payment methods are shown at checkout. Payment is required before dispatch.
Any separate promotion terms will be presented before purchase and will not reduce your statutory rights.
7. Website and Pricing Errors
We may correct errors on our website. If an error affects your order, we will contact you promptly. Before acceptance, we may ask whether you wish to proceed on corrected terms or cancel and receive a refund.
After acceptance, we will respect your contractual and statutory rights and will not impose a different price or substitute product without your agreement.
8. Delivery
We deliver to UK addresses only. Available delivery options and charges are shown at checkout. See our Shipping Policy for dispatch arrangements and estimated delivery times.
We will deliver within the period agreed with you or, if no period is agreed, without undue delay and within 30 days after the day we accept your order.
If delivery is delayed, we will explain the position and take reasonable steps to resolve it. If we miss the applicable delivery deadline, you may give us a reasonable additional period to deliver and end the contract if we miss that deadline too.
You may end the contract immediately where we refuse delivery or where delivery by the relevant deadline was essential in the circumstances or you told us before the contract was made that it was essential. We will refund payments due without undue delay.
Please provide an accurate delivery address. If delivery cannot be completed, contact us to arrange the next steps. Any proposed redelivery charge will be explained and must be reasonable and lawful.
9. Responsibility and Ownership
Goods remain our responsibility until you, or a person you nominate other than the carrier, physically receives them.
If you independently commission a carrier that we did not offer as a delivery option, the goods are at your risk once we deliver them to that carrier, as provided by law.
Ownership passes once we have received full payment and the goods have been delivered.
10. Cancellation, Returns, and Faulty Goods
Consumers normally have a statutory right to cancel an online order until the end of 14 days after the day they receive the goods, subject to applicable exceptions. The Refund Policy explains how to cancel, the hygiene exception for qualifying unsealed goods, return costs, and refund timing.
You do not need our permission to exercise a statutory cancellation right. You may notify us by a clear statement, including by email or post. A model cancellation form is included in the Refund Policy, but using it is optional.
Your statutory remedies for goods that are faulty, damaged, or not as described are separate from change-of-mind returns. They are not removed because a product has been opened or purchased at a reduced price.
Any additional voluntary return offer or satisfaction guarantee is provided alongside your statutory rights.
11. Website Use and Intellectual Property
Our website content, branding, designs, and other intellectual property belong to VYE or our licensors, except where otherwise stated. You may use the website for lawful personal purposes and keep copies reasonably needed to record your purchases or exercise your rights.
You must not misuse the website, interfere with its security, introduce malicious software, impersonate another person, infringe intellectual property rights, or use it for unlawful activity.
You must not commercially reproduce or exploit our content without permission or another lawful basis.
12. Reviews and Feedback
You retain ownership of content you submit. If you submit a review for publication, you give us non-exclusive, royalty-free permission to display it in connection with the reviewed product and make reasonable formatting edits without changing its meaning.
Reviews must reflect genuine experiences and must not contain unlawful content or infringe another person’s rights. We will not present reviews misleadingly. Private customer support messages are not public reviews.
Any processing of personal information remains subject to our Privacy Policy and applicable law.
13. Third-Party Services and Shopify
Shopify provides the platform for our store. Your purchase contract is with VYE Global Ltd.
Third-party tools, payment services, or linked websites may have their own terms and privacy notices. This does not remove any responsibility we have under law for services we provide or arrange, or for our own acts or omissions.
Nothing in these terms requires you to release Shopify or another party from liability that cannot lawfully be excluded.
14. Personal Information
Our Privacy Policy explains how personal information is handled and how to exercise your data protection rights.
Accepting these terms does not constitute consent to optional marketing or tracking. We obtain separate consent where required.
15. Automated Access
Automated tools must not bypass access controls, security measures, or verification processes, or interfere with the operation of the website. We may reasonably restrict automated access to protect the Services and our customers.
16. Suspension and Closure
We may suspend website or account access where reasonably necessary to address fraud, unlawful activity, security risks, or a serious breach of these terms. Where practicable, we will explain the reason.
Suspension or closure does not remove rights relating to an existing order, refund, complaint, or legal claim.
17. Our Responsibility for Loss or Damage
We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to exercise reasonable care and skill. Loss or damage is foreseeable if it was an obvious consequence or was contemplated by you and us when the contract was made.
We supply products for personal use. We do not accept responsibility for business losses arising from commercial use, including lost business profits or commercial opportunities, except where liability cannot lawfully be excluded.
We do not exclude or limit liability for:
- Death or personal injury caused by our negligence or the negligence of those for whom we are legally responsible.
- Fraud or fraudulent misrepresentation.
- Defective products where liability cannot lawfully be excluded.
- Breach of your statutory rights concerning goods.
- Any other matter for which excluding or limiting liability would be unlawful.
We do not promise uninterrupted website availability. This does not affect our obligations concerning your purchases.
18. Complaints
Contact support@vyemist.com or call +44 20 8073 0094 with details of your complaint and, if available, your order number. We will investigate and explain our proposed resolution.
If we cannot resolve a complaint, we will provide any legally required information about alternative dispute resolution, including the relevant provider and whether we are obliged or willing to participate. This does not restrict your right to use the courts or other available remedies.
19. Other Important Terms
We may transfer our rights and obligations only where doing so does not reduce your rights or contractual protections. We will tell you about a transfer. We will not unreasonably refuse an appropriate request to transfer your contractual rights.
If a provision is unlawful or unenforceable, it will not bind you to that extent. The remaining provisions continue where they can operate lawfully without it.
A delay in exercising a right does not automatically waive that right. These terms do not exclude information or promises that form part of the contract under consumer law, or liability for misleading statements.
20. Governing Law and Courts
These terms are governed by the laws of England and Wales. You may bring proceedings in the courts of England and Wales or another court available to you under mandatory consumer law, including the courts of Scotland or Northern Ireland where applicable.
If mandatory consumer protections of another country apply, including those of an EU member state, nothing in these terms takes those protections away or restricts the courts available to you under those rules. This does not change our UK-only delivery policy.
21. Changes to These Terms
We may update these terms for future orders. The version applicable when your order was accepted continues to govern that order unless we agree a lawful change with you. We will identify updates by changing the date above.
22. Contact Information
VYE Global Ltd, trading as VYE
Registered in England and Wales
Company number: 17026482
VAT number: GB 484 189 940
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: support@vyemist.com
Telephone: +44 20 8073 0094
Our registered office is not our goods returns address. See the Refund Policy for returns instructions.