FAQs
Frequently asked questions.
From help with your order to questions about your account, subscription or device, we've compiled answers below to our most frequently asked questions. If you cannot find an answer to your question, please Contact Us.
Your account
Due to the nature of our products, we only accept orders from people aged 18 years or over to a registered postal address in the UK. It is against UK law to sell electronic cigarettes to anyone under 18.
If you encounter difficulties verifying your account, please contact our Customer Care Team at 0800 133 7350 (Monday - Saturday 8 am - 6 pm) or email: info.uk@vuse.com.
You can view your past orders by logging into your account and selecting ‘Previous orders’.
Unfortunately, delivery details cannot be changed if you have placed an order. You need to wait for the order to be delivered to the designated address, then contact our Customer Care Team at 0800 133 7350 (Monday - Saturday 08:00 - 18:00) to arrange a return and refund.
Subscriptions
You need to be aged 18 years of age or older, registered with a UK postal address and have an account set up at vuse.com. All you need to do is log into your Vuse account, select the flavour and strength you would like and add it to your subscription.
We have 3 subscription tiers: Bronze, Silver and Gold.
Yes, you can cancel your subscription at anytime without any penalty.
Yes, you can change your subscription anytime by logging into your Vuse account. From there, you can increase or decrease the number of cartridges you would like (maximum 30 packs, minimum 5 packs). Or you can change the flavour or strength.
Unfortunately, we do not ship outside of the UK to international destinations.
No, there is no minimum commitment with our subscriptions.
You can pause your subscription at anytime without charge. Be sure to do this in plenty of time before your next order is due to be processed.
To update your address, you need to do this in the account section and the subscription section of your Vuse account.
The minimum amount of cartridges you can order is 5. The maximum amount of cartridges you can order is 30. You will only receive the subscription discount if you try to order up to 30 cartridges.
You can pause your subscription at anytime without charge. If you have chosen to add your Ultra device at no extra cost and cancel before the 6th consecutive month, you will be charged the total amount of the device. Be sure to do this in plenty of time before your next order is due to be processed.
General
At Vuse we apply industry-leading product quality and consumer safety standards to all our devices and e-liquids. All Vuse products are tightly regulated, comply with UK and EU laws and have been notified to the UK Medicines and Healthcare products Regulatory Agency (MHRA).
Yes, Vuse offers a Satisfaction Guarantee on all Vuse ePen, ePod 2, and eTank Mini products purchased within 28 days. Please visit: Satisfaction page for more information. This does not include e-liquid bottles or cartridges, Vuse disposable devices, and ePods.
At Vuse, you should have confidence in whichever product you choose to purchase. As a customer, you can benefit from a standard 6-month warranty on all Vuse ePen, ePod 2, and eTank Mini products and also a variable warranty on certain accessories (this does not include e-liquids). Please visit our warranty page for more information. Exclusions may apply.
Yes, our devices are tested to comply with all relevant battery and electrical safety standards for the UK.
No, our devices are manufactured in China. Our devices are tested to comply with all relevant battery and electrical safety standards for the UK.
Propylene Glycol (PG) is one of the two key ingredients of E-Liquid. It’s colourless, clear and nearly odourless. Because PG has little flavour, it carries the flavouring in an E-Liquid.
No, however pulegone may be present at trace levels in certain menthol flavourings used in our products. We ensure that Pulegone, or any other substance of concern, is either absent or only present at levels below toxicologically derived thresholds. This approach aligns with the EU Food industry to control consumers’ exposure to these substances.
THC and Vitamin E Acetate are not, and have never been, added to our Vuse products.
Our devices contain lithium-ion batteries similar to other consumer electronics. Our products meet all international and national safety requirements. To avoid any failure to your Vuse product, only use and charge your Vuse device with the equipment provided in your kit. The leaflet with Vuse devices will guide usage, charging requirements, and environment.
The largest variety of our products, including all strengths and flavours, should always be available at Vuse.com (subject to availability). Vuse Products can also be purchased from our verified retailers.
Returns
If a product is unopened in its original packaging, you can return it for free. You'll receive a full refund if you return an item within 14 days of delivery/collection. We will issue your refund to the original payment method within 28 days of receiving the return. Our returns policy does affect your statutory rights. We don't accept returns for unwanted items after this given period. If you try to make a return after 14 days, we may have to send it back to your default delivery address. Returned items are your responsibility until they reach us, so ensure you pack them well to prevent damage during return shipping. Please ensure you get and keep proof of postage if you need to discuss your return with us.
No. If you have more than one order you would like to send back, you must send them back in separate parcels.
You can contact us within 14 days of receiving your order to return it for a refund. Call our Customer Care Team at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email us at info.uk@vuse.com. They will provide you with return instructions via email. Take your unopened item(s) to your local Post Office and share the Royal Mail tracking number from the receipt with our Customer Care Team. Please note that we cannot accept opened items that have been removed from their original packaging. Once you have returned your order, we will email you to confirm that your return has been processed. Upon arrival, all returned items will be inspected. If the item is not in its original condition, we may not be able to accept your return for a refund. All refunds are subject to our original condition and fair use policies set out in our Returns Policy. Please allow up to 10 working days for the funds to reflect in your account.
If you purchased your product from a third party, provided you have valid proof of purchase such as an itemised receipt, bank statement or the packaging the product came in, we will be more than happy to offer an exchange or refund. Please contact our Customer Care Team at 0800 133 7350 (Mon-Sat, 8 am-6 pm) or email info.uk@vuse.com.
If you've purchased an item from Vuse and want to exchange it, unfortunately, we are unable to offer an exchange. However, if you want to return the item(s) and get a refund, you can contact us within 14 days of receiving your order. To do so, you can contact our Customer Care Team at 0800 133 7350 (Monday - Saturday 8 am - 6 pm) or email: info.uk@vuse.com. Please make sure that the items have not been opened from their original packaging. Once you contact us, we will guide you on how to return the item(s) to us.
All new devices and accessories come with a warranty against fault. This means that if your device or accessory stops working correctly during the applicable warranty period, if all conditions are met, we can replace or repair it free of charge. For more information, please visit our Warranty page
We are committed to minimising our environmental impact and adhere to the Waste Electrical and Electronic Equipment Regulations (the WEEE Regulations) for all our Vuse products. If you purchase a Vuse e-cigarette from us, you are entitled to return to us any used e-cigarette and we will dispose of the device safely and ensure it does not end up in a landfill site. Please visit Disposal page for more information.
If you purchased your product from a third party, provided you have valid proof of purchase such as an itemised receipt, bank statement or the packaging the product came in, we will be more than happy to offer an exchange or refund. Please contact our Customer Care Team at 0800 133 7350 (Monday - Saturday 8 am - 6 pm) or email: info.uk@vuse.com.
Orders & Deliveries
We don't ship on Bank Holidays or weekends. Orders made during these times will be sent on the next working day. Please see our Delivery & Returns policy for more information.
We cannot amend your order once it has been placed. Please wait for your order to be delivered, then contact our Customer Care Team at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email us at info.uk@vuse.com to arrange a return.
As soon as your order has been placed, this triggers the shipping process so we are unable to cancel an order once it has been made. However, you will have 14 calendar days to return your order with us and we will issue you with a full refund for the items you have purchased. The 14 calendar days start from the day after you receive your order. Any delivery charge you paid won't be refunded. We need confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order. You can contact our Customer Care Team on 0800 133 7350 (Monday - Saturday 8am - 6pm) or email: info.uk@vuse.com. Once you have received your order, and would like to return the items for a refund they must be unopened and in their original packaging. It is your responsibility to ensure that the returned items are packaged well enough so that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you.
We aim to despatch all orders on the same day. However, certain exclusions may apply if you placed an order later in the day or selected a specific delivery method. Please see Delivery & Returns policy for more information.
To use your discount code, go to 'view basket' after adding items. Enter your code in the box provided.
Delivery will be attempted between 08:00-20:00. If you haven't received your order by then, please contact our Customer Care Team the next day at 0800 133 7350 (available Monday - Saturday, 08:00-18:00) or email us at info.uk@vuse.com. Please note that a signature might be needed upon delivery. If you're unavailable, the courier should leave a calling card, which could be a digital email card if EVRi is the delivery service. This card will inform you if the package was left in a secure spot, with a neighbour, or provide collection instructions. Depending on the courier, the courier might offer alternate delivery options, like changing the delivery date or leaving the package with a neighbour. Always check your tracking or await an email from the courier to stay updated. We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Vuse is not responsible for lost or stolen parcels due to delivery instructions left for the courier.
If your estimated delivery date already passed, please allow a few more days, especially during peak times. Our couriers always do their best to get your order to you, so keep track using your provided tracking link. If you still haven't received your order after a few extra days, reach out to our Customer Care Team at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email us at info.uk@vuse.com.We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Vuse is not responsible for lost or stolen parcels due to delivery instructions left for the courier.
The courier might leave your parcel with a neighbour or in a designated safe place. Refer to the tracking link in your dispatch email to see the parcel's location. Please note that Vuse is not responsible for parcels lost or stolen due to specific delivery instructions given to the courier.
There is no delivery fee to pay with Standard Delivery.
If you order before 20:00 on a Monday - Saturday, you should receive it within two working days. Sundays and Public Holidays are not included. We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Vuse is not responsible for lost or stolen parcels due to delivery instructions left for the courier.
If your order is below £50.00 then there is a £4.99 delivery fee. If your order is over £50.00 there is no delivery fee to pay. These deliveries will be made via Evri. We also offer a next day delivery service with DPD which costs £5.99 regardless of the value of the order.
You need to order before 21:00 Monday - Friday to receive it via our Next Day Delivery service. Next Day Delivery is excluded on Sundays and Public Holidays and may be unavailable during busy periods. We will ship orders during these times using our Standard Delivery service. Next Day Delivery is unavailable in the following areas: Northern Ireland, any offshore areas, Livingston, Aberdeen, Inverness and Perth. Please see our Delivery & Returns policy for more information.
The delivery is fully trackable. Once we ship your order, we will email you a link to your tracking information. You can also track your order through your Vuse account under the orders section.
If your order was not delivered on time, please contact our Customer Care Team at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email info.uk@vuse.com. To qualify for next day delivery, the order must be placed before 9pm Monday – Friday for delivery the next day. Orders placed on Saturdays, Sundays and Public Holidays are not included
You can add a work address in your Vuse address book, under your account settings. We deliver to work addresses within the United Kingdom.
Vuse only delivers products to customers based in the United Kingdom, Northern Ireland, Jersey and Guernsey. We do not ship to international destinations.
We do not deliver to PO or BFPO addresses.
We cannot change the delivery address once an order has been placed. Please wait for your order to be delivered, then contact our Customer Care Team at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email us at info.uk@vuse.com to arrange a return.
You can pay online using Visa or Mastercard debit or credit cards, or order by calling our Customer Care Team at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm). Please note that your payment card must be registered in the UK. We do not accept Amex, Diners Club, cards registered outside the UK, or payments via PayPal.
Yes, you can call our Vuse Care Team at 0800 1337 350 (Mon-Sat, 8 am-6 pm) and we will gladly take your order over the phone. We accept Visa debit, credit and Mastercard payments over the telephone. You will receive an order confirmation via email when the order has been placed.
If your card is registered outside the UK, our 3D secure system might decline it. You'll need a card registered in the UK to pay.
No, we can only accept orders from the registered account holder.
Before reaching out to our Customer Care Team, please note that some of your items might arrive in separate parcels due to stock issues at the time of order. Check your emails, including junk or spam, to see if any items are being delivered separately. If you've done this, and your order hasn't arrived, contact our Customer Care Team within 14 days of the date of the first part of your was delivered at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email info.uk@vuse.com.
Please contact our Customer Care Team at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email us at info.uk@vuse.com for further assistance.
If one of your products is faulty, please contact our Customer Care Team within 30 days of delivery at 0800 133 7350 (Monday - Saturday, 8 am - 6 pm) or email us at info.uk@vuse.com. We can advise you how to return the product for a refund. We are unable to send replacements for any faulty items.
Products
The largest variety of our products, including all strengths and flavours, should always be available at Vuse.com (subject to availability). Vuse Products can also be purchased from our verified retailers.
Our devices contain lithium-ion batteries similar to other consumer electronics. Our products meet all international and national safety requirements. To avoid any failure to your Vuse product, only use and charge your Vuse device with the equipment provided in your kit. The leaflet with Vuse devices will guide usage, charging requirements, and environment.
No, however pulegone may be present at trace levels in certain menthol flavourings used in our products. We ensure that Pulegone, or any other substance of concern, is either absent or only present at levels below toxicologically derived thresholds. This approach aligns with the EU Food industry to control consumers’ exposure to these substances.
Propylene Glycol (PG) is one of the two key ingredients of E-Liquid. It’s colourless, clear and nearly odourless. Because PG has little flavour, it carries the flavouring in an E-Liquid.
Here at Vuse we apply industry-leading product quality and consumer safety standards to all our devices and e-liquids. All Vuse products are tightly regulated, comply with UK and EU laws and have been notified to the UK Medicines and Healthcare products Regulatory Agency (MHRA).
At Vuse, you should have confidence in whichever product you choose to purchase. As a customer, you can benefit from a standard 6-month warranty on all Vuse ePen, ePod 2, and eTank Mini products and also a variable warranty on certain accessories (this does not include e-liquids). Please visit our warranty page for more information. Exclusions may apply.
Yes, Vuse offers a Satisfaction Guarantee on all Vuse ePen, ePod 2, and eTank Mini products purchased within 28 days. Please visit: Satisfaction page for more information. This does not include e-liquid bottles or cartridges, Vuse disposable devices, and ePods.
The Vuse Ultra device is a new premium rechargeable vapour device, with an aluminum front cover and soft touch back cover.
When you first take the device out of the box, insert the battery into the bottom of the device. The VUSE logo on the battery should be facing up and the battery will click into place. Once inserted, the device will start and show the welcome message on the screen.It is recommended that you charge your device before first use, either via the charging cable provided or via wireless charging. Simply insert a Vuse Ultra Pod or Vuse Pod into the top of the device, the pod will be held in by magnets and the device will show that the pod is recognized. You can then simply puff on the pod. For information on charging the device or trouble-shooting – please see later sections.
The battery for your Vuse Ultra is provided in the box, underneath the device and instructions for use leaflet. If the battery appears damaged, do not use it and contact Consumer Care. Only use the battery provided with your Vuse Ultra device.
Remove the device and battery from the box & remove the protective label from the top of the battery. Then insert the battery into the bottom of the device, with the gold-coloured contacts in first and the Vuse logo upwards. The battery will click into place and the device will start.
If the battery does not appear damaged, try charging your device. If the device still does not start, remove the battery and contact Consumer Care.
The battery is separate to avoid battery drain during shipping and warehouse storage.
We recommend you don’t remove the battery during normal use of the device to avoid damage to the battery, however, if the battery accidentally comes out of the device, check it for obvious damage before inserting it back into the device.
If you are experiencing battery issues, please contact Customer Care.
Remove the battery by sliding the catch on the bottom of the device towards the USB-C port, the battery can then be removed from device. Dispose of the battery according to local regulation.
Vuse Ultra contains a lithium-ion polymer rechargeable battery. Only use the battery provided with your Vuse Ultra device.
You can check your battery level at any point by clicking the Menu button or checking it in the App. When your battery level reaches 30% and then 10% the device will vibrate to remind you to charge. When your battery level is very low you will no longer be able to puff until you charge your device. When the battery level is close to 0% the device will shut down, and the screen will not respond until you charge the device.
The screen uses a small amount of power compared to power required to produce vapour. When not in use the device uses minimal power.
Yes, if you connect your device to the VUSE App, you can set up and turn on Low Power mode.
You can charge your Vuse Ultra device either using the USB-C cable provided or using a wireless charging pad.To charge via USB-C, simply insert the cable provided into the charging port on the bottom of the device and connect to a suitable power supply.To charge via Wireless, simply place the device (screen upwards) centrally on wireless charging pad.
When correctly placed on charge, the device screen will show the battery charging icon (battery icon with lightening bolt) and the device will vibrate. The screen will dim after 15s of charging, but will continue to show the battery percentage increasing as the device charges. The device will automatically stop charging when fully charged and the screen will be blank.
USB- charging: Less than 20 minutes to 80% Less than 40 minutes to fully charged. Wireless charging: Less than 70 minutes to 80% and Less than 90 minutes to fully charged. The Vuse Ultra device should only be connected to a safety extra-low voltage circuit rated at 5VDC, 2.0A. Using an AC adapter with a lower current output lower than this will result in a slower charge time..
Using USB-C charging, your device will take less than 20 minutes to reach 80%. We don’t recommend you leave your device unattended while charging.
Your Vuse Ultra device when fully charged will provide up to 1,000 puffs at Low Intensity*. *Based on Laboratory testing of newly manufactured Vuse pods in a Vuse Ultra device (including recharging) at a puff duration of 1 second at the Low Intensity setting and may vary depending on power setting of the device and on individuals’ usage behaviour.
If you set up Low Power mode in the App, the device will set the Intensity setting to Low and dim the device screen to save battery. You can set Low power mode to automatically turn on when the device reaches a certain battery level or simply turn it on manually in the App. You can increase the Intensity level and turn off Low power mode at any time on the device or in the App.
Your Vuse Ultra device is QI certified; this means it has been tested with a wide range of commercial QI certified wireless chargers. For best charging performance we recommend you use a QI certified wireless charger.
If not used for long periods without charging, your device battery level will slowly drop. If it reaches close to 0% it will shut down, to conserve the battery for longer.If the battery is removed and replaced when the battery level is low, you may find the battery reading changes. We recommend you charge the device if this occurs and not to remove the battery in normal use.
When the battery level reaches a certain low level, the device will not allow you to puff until the device is recharged. The screen will continue to be active at this low battery level, occasionally the battery level may appear to jump as the battery gets close to this low level. When the device battery level reaches close to 1% the device will shut down, we recommend you keep your device charged to avoid this occurring.
Yes, the Vuse Ultra device does not display anything during a puff. You can check your battery level or other information by clicking the buttons at any time.
The Vuse Ultra device screen has been designed with a coating to protect against scratches and finger-print marks.
There are two types of QR codes you may see on your Ultra device screen; the first QR code is to download the VUSE App, it appears after inserting the battery and can be found any time by clicking the Menu button.The second type of QR code will appear if your device encounters an error code, scanning the QR code will give you more information on the device error.
Ensure the Vuse Ultra screen is clean, the lens on your phone camera is clean and avoid reflected light on the screen. It might help to scan with a QR code scanning App, if your phone camera does not scan the QR code. Alternatively, the VUSE App will give you information on device errors
When charging, the Vuse Ultra screen will dim after 15 seconds to conserve battery, if you remove the device from charge the screen will undim and the battery level will be displayed.
Vuse Ultra Pods contain a pod recognition chip to allow the Ultra device to read and display the pod liquid information. Vuse Pods can still be puffed in the Ultra device, but the liquid information will not be displayed on the device screen.
Here are examples of the most common icons you will see on the Vuse Ultra screen and what they mean.
The Intensity Level is the power (in Watts) the device applies to the pod to produce vapour. Higher power will use more battery and produce more vapour when you puff. You can change between High, Medium and Low Intensity Levels on the Vuse Ultra device and fine-tune the Intensity using the App down to 4.5W. High Intensity = 6.5W, Medium Intensity = 5.5W, Low Intensity = 4.5W, On App fine tune between 4.5W and 6.5W
Click the Cloud Control button once, the screen will display the current Intensity Level as High, Medium or Low icons.
Click the CloudControl™ button once to display the current Intensity Level and then click up or down to change the Intensity Level.
Yes, you can use the VUSE App to fine-tune your Intensity Level on your Vuse Ultra device between 4.5w and 6.5W. Download the VUSE App by scanning the QR code on your Vuse Ultra device screen or visiting the Vuse website and follow the instructions on App to pair your Vuse Ultra device.
If you have inserted an Ultra Pod into your Ultra device, the device will use Autotune™ to set the Intensity to the recommended Intensity for that flavour. You can change this Intensity Level at any time using the Cloud Control button, the device will then remember this Level the next time you insert the same flavour Ultra pod. We call this Autotune™. You can disable Autotune™ in the VUSE App at any time.
You can use Vuse Pods or Vuse Ultra Pods with the Ultra device. However, only Vuse Ultra pods allow the Vuse Ultra device to display the liquid level, flavour and nicotine strength of your pod, in addition Ultra pods allow you to explore your pod flavour usage further in the VUSE App.
Vuse Ultra Pods contain a pod chip, that allows your Vuse Ultra device to read data about the pod. It works in the same way as a Vuse Pod and has a silver-coloured logo on the pod for easy identification.
When the pod stops producing vapour and the device still has battery charge, or when the taste or quality of the vapour deteriorates.
Vuse Ultra pods contain a data chip that the Vuse Ultra device can read. The chip contains information on the pod liquid and manufacturing that is then displayed on the device screen and in the My Vuse App.
The pod or device may be faulty, or the pod inserted too quickly. Remove the pod and ensure the pod and device are clean and free of liquid, alternatively try another Vuse pod from a reputable supplier or Vuse website.
You can check your liquid level when using Ultra pods in the Ultra device by clicking the Menu button twice (one click for battery level, then click for liquid level). Alternatively, you can simply remove the pod from device to see the liquid remaining in pod.
The Liquid level on the screen is an estimate only and may vary depending on your puffing behaviour, the liquid flavour and environmental temperature. If you have puffed the pod in another Vuse device (a non-Ultra device), the liquid level will not have been updated when you put it in your Ultra device. Always change your pod when the taste or quality of the vapour deteriorates.
Yes, if you move a part used Ultra pod into another Ultra device, the device will display the part used liquid level.
When using a Vuse Ultra Pod in your Ultra device you can click the Menu button till the Liquid flavour icon and nicotine strength are displayed. If you use the My Vuse App, you can view the Flavour name as well as any past Ultra pod flavours you have used. The pod flavour name and nicotine strength is also on the metal end cap of the pod as well as the pod packaging.
The recommended intensity levels for the Ultra pod flavours were chosen by our internal experts. You can change the Intensity level at any time on the device or App.
Each Vuse Ultra Pod features a 2ml e-liquid tank, which at Low Intensity Level in a Vuse Ultra can provide up to 1,000 puffs at 1 second puff duration. This is based on laboratory testing; the number of puffs you experience may vary depending on your usage behaviour.*
*Laboratory testing of newly manufactured Vuse pods in a Vuse Ultra device (including recharging) at a puff duration of 1 second at the Low Intensity setting and may vary depending on power setting of the device and on individuals’ usage behaviour.
Heard a distinct bubbling sound with our new pods? That's our new advanced heating technology, creating vapor every time you inhale. This innovative technology is designed to deliver a more fulfilling vaping experience. The compact design of the pod might amplify this sound slightly. Rest assured, this is all part of the process, and the new technology is designed to enhance your overall vaping experience.
The device may be low on battery, locked or in a fault state or your pod may be empty. Check your battery level and charge the device if low. To unlock your device, click the Menu button three times in 2.5 seconds. If an error has occurred check the My Vuse App or scan the QR code shown on device screen. If the problem persists, please contact Consumer Care.
The device has over & under voltage and charging temperature protection. Ensure you are using the USB-C cable provided and have connected to a safety extra-low voltage (SELV) circuit rated at 5VDC, 2.0A. Charge your device between 15 – 25 ⁰C, if the device detects it is too hot or cold during charging the device will display an error code and charging will stop. If charging with a wireless charging pad, ensure the charger is QI certified. If the problem persists, please contact Consumer Care..
You may have accidentally pressed the Menu button three times in 2.5 seconds, to unlock click the Menu button three time in 2.5 seconds. Alternatively, if using the VUSE App, you may have enabled the Auto-lock. Check your settings in the VUSE App.
Scan the QR code on the Ultra screen or check the VUSE App. If you need further help, please contact Consumer Care.
Replace your Vuse ePod when it stops producing vapour with the device's battery charged or when the taste or quality of the vapour deteriorates.
Vuse ePods are available in a range of nicotine strengths, including 0mg, 3mg, 6mg, 12mg and 18mg.
Sometimes, you may see minor leakage from your Vuse ePods due to condensation buildup. Condensation can occur in vaping devices when vapour contacts cooler surfaces like the inner vapour tube, leading to droplets forming on the tube's interior, which may seem like a leak. Tips for reducing instances of e-liquid condensation: (1) Puff gently on your Vuse Pro (2) Avoid back-puffing into your pod. (3) Avoid using pods that have been out of the packaging for prolonged periodsIf the issue persists after following these tips, contact our Customer Care Team at 0800 133 7350 (Monday - Saturday 08:00 - 18:00).
Condensation can occur in vaping devices when vapour contacts cooler surfaces like the inner vapour tube, leading to droplets forming on the tube's interior, which may seem like a leak. Use a clean paper towel to wipe the eLiquid and gently clean the device or pod. Do not push or insert foreign objects into the device or pod, especially onto the contacts. Do not drag, crush, pierce, incinerate or immerse the device or magnetic charging cable in water. This could damage them and stop the device from working.
When using your ePod device, draw very gently on the mouthpiece. This will give the device time to heat the liquid in the cartridge.
While Vuse ePods don't expire, e-liquid quality may degrade over time, affecting flavour, nicotine strength, and the vaping experience. To maintain optimal quality, use the product within a year of the manufacturing date on the package and store it in a cool, dark place. This helps preserve the pod's taste and vapour quality.
No, each Vuse ePod is designed for single use. You should not attempt to refill as this may lead to leakage and damage to your device.
Yes, their no-spill design means you can remove Vuse ePods easily and quickly change pods.
Remove the ePod from your device. Then, using a dry cloth or tissue, clean the connectors on the inside of the device and the base of the ePod. Then, insert your ePod, ensure your device is fully charged and try using your device. If this does not resolve the issue, contact our Customer Care Team at 0800 133 7350 or info.uk@vuse.com for further assistance.
If your ePod does not taste as expected, contact our Customer Care Team at 0800 133 7350 or info.uk@vuse.com for further assistance.
If you purchased your Vuse product from a retailer, please return the product along with the packaging and receipt. If you purchased your Vuse product directly from Vuse, contact our Customer Care Team at 0800 133 7350 or info.uk@vuse.com.
Each ePod contains 1.8ml of liquid. However, as each consumer uses their device differently, we are unable to give a timeframe for how long the cartridge will last when in use.
This is the date of manufacture of the product. Vuse ePods have a shelf life of 12 months from the date printed on the box.
We recommend using any ePods within 10 days once opened.
For information on how to use your Vuse Pro, including step-by-step instructions, please refer to our Vuse Pro user guide.
When the white LED flashes ten times, it is time to charge your device. Your Vuse Pro battery may run out before the Vuse ePod is finished, so don't automatically discard the pod when charging the device.
Using the charging cable provided, connect this to the base of your epod device and the other connection to a CE-certified plug with an output of 5v 1.0amp or from a USB port of a laptop or PC. Do not charge your device from a portable charging pack, TV or other audio/video equipment, games console or USB port built into a plug socket.
When your VUSE Pro is charging, the LED on the device will flash white. When your device LED turns solid white, your device is 80% charged. When your device LED switches off, your device is fully charged.
Using a dry cloth, clean the connectors on the device's base and the charging cable (ensure the charging cable is not connected to a power source). Then connect the charging cable to the device and connect the charging cable to a CE-certified plug with an output of 5v 1.0amp or a laptop or PC. If you do not see a light on your device, contact our Customer Care Team at 0800 133 7350 or info.uk@vuse.com for further assistance.
Once the light has gone out on your Vuse Pro device, that is when it has been fully charged. Please allow up to 2 hours for a full charge.
A fully charged Vuse Pro should give you approximately 190 puffs. However, this may vary depending on usage behavior.
The build-up of dirt inside your Vuse ePod and the top of your device may prevent you from enjoying your experience. To prevent this, check and, if necessary, detach your Vuse ePod from the Vuse Pro device, clean with a dry cloth and carefully blow into the Vuse ePod to dislodge any build-up of dirt.
No, your Vuse Pro is fixed at its optimal setting.
Electrical goods and batteries should not be disposed of as part of regular household waste. They should be separately collected for recovery and recycling. We are committed to minimising Vuse products' environmental impact – learn more about responsible disposal here.
It could be one of several safety or battery-related reasons: (1) Vuse Pro automatically shuts down if activated for more than five seconds at a time. (2) Your device may need charging. (3) You need to change your ePod. (4) Dirt might be blocking the connection between the device and the cartridge. Just clean it with a dry cloth.Please contact customer service if the above suggestions do not solve the problem.
It could be one of the following safety or battery-related reasons: (1) Vuse Pro automatically shuts down if activated for more than five seconds at a time. (2) Your device may need charging.
The traceability code is etched onto the bottom of the device and the metallic plate of the pod. Quote this code when contacting your Local Vuse Care team.
It is recommended not to leave batteries to charge unattended. Charging your device should only take about 60 minutes.
Your Vuse Pro should last about 300 complete charge/discharge cycles before battery efficiency deteriorates. This is common with all Lithium-ion batteries but will depend on your vaping behaviour. After this period, you can still use your Vuse Pro device, but you may need to charge it more frequently. Keep your Vuse Pro battery charged to maintain the battery life.
If it is shown to be faulty within six months of purchase, we will replace it subject to our terms and conditions. Learn more about our device warranty.
