Terms and conditions

1. Our Terms

What these terms cover. These terms and conditions govern the sale and supply of products by Silver Lion Europe Ltd (“we”, “us”, “our”) to consumers and business customers (“you”, “your”) via cratervapes.com (the “Site”). “Products” means goods, services and any digital or other content we make available.
Why you should read them. Please read carefully before placing an order. These terms explain who we are, how we accept your order, pricing and payment, delivery, returns and refunds, our and your responsibilities, and other important legal information. If you believe there is a mistake in these terms, contact us before ordering.

2. Information about us & how to contact us

Who we are. Silver Lion Europe Ltd, a company registered in England and Wales (Company No. 08967761).
Registered office & main trading address: 2 Falcon Gate, Welwyn Garden City, Hertfordshire, AL7 1TW, United Kingdom.
VAT number: GB224541727. We exclusively operate cratervapes.com.

How to contact us. Email office@cratervapes.com or use our contact form at https://cratervapes.com/contact. Please include your order number and any relevant details so we can help quickly.

How we contact you. We will contact you by email or other written method using the details you provided with your order. “Writing” includes email.

3. Eligibility, age restriction & responsible use

Age restriction. Our products are intended for adults 18+. By placing an order, you confirm that you are at least 18 years old and legally permitted to purchase and receive our products in your jurisdiction. We may use age-verification checks and may refuse or cancel orders that fail verification.
Intended use & safety. Our devices are dry-herb heaters/vaporizers. They are not smoking-cessation products and are not approved by the MHRA, EMA or FDA. They are not intended to diagnose, treat, cure or prevent any disease or addiction. Always read and follow the user guide and safety instructions supplied with your product.
Local law compliance. You are responsible for compliance with all applicable laws relating to possession and use of the products in your location. If local law restricts delivery or use, do not order.

4. Our contract with you

Order and acceptance. Your order is an offer to buy. A binding contract forms only when we send you an Order Acceptance email. The Order Confirmation/“thank-you” page alone is not acceptance.
If we cannot accept your order. We will inform you and will not charge you where: a product is out of stock; we cannot meet a requested delivery date; we identify an error in price or description; we cannot verify age or identity; there are unexpected limits on our resources; or supply would breach law or sanctions.
Order number. We will assign an order number in the acceptance email; please quote it in all correspondence.
Pre-orders & backorders. Where offered, we will give an estimated availability; dates are indicative and may move. You may cancel a pre-order any time before dispatch for a full refund.

5. Our products

Descriptions & images. We take reasonable care to ensure that descriptions and images are accurate. Images are illustrative and colours, finishes or packaging may vary due to manufacturing runs or display settings.
User instructions. Use devices, components and chargers only as instructed and only with compatible accessories. Unauthorised modification, misuse, or use with non-approved parts may void warranties and create safety risks.
Battery safety. Use only the supplied/compatible charger.
(a) Do not charge unattended or for extended periods.
(b) Charge on a non-combustible surface.
(c) Avoid extremes of temperature and moisture.
(d) Do not carry loose batteries with keys/coins or other metal objects; use non-conductive containers.
(e) Inspect for damage before charging; dispose of damaged cells safely in accordance with local guidance.
We are not responsible for injury, loss or damage arising from failure to follow supplied warnings/instructions.
WEEE & disposal. Do not dispose of electricals or batteries with household waste. Use appropriate WEEE and battery collection schemes in your area.

6. Prices, taxes & payment

Prices. Prices shown on the Site are in GBP and include UK VAT where applicable. Delivery costs are shown at checkout.
VAT changes. If VAT rates change between your order and supply, we will adjust VAT unless you have already paid in full.
Pricing errors. We verify pricing before acceptance. If the correct price is lower, we will charge the lower price; if higher, we will contact you to proceed or cancel. Where a misprice is obvious and could reasonably be recognised as such, we may cancel the order and refund any payment.
Payment methods. We accept the debit/credit cards and PayPal options shown at checkout. For most orders we charge your payment method on dispatch; for pre-orders or certain services we may authorise/charge earlier—this will be stated at checkout.
Anti-fraud & verification. We may use checks to prevent fraud. Orders failing checks may be cancelled and any funds released/refunded.

7. Delivery, risk & title

Delivery options and costs. Delivery methods, costs and estimated timescales are shown at checkout and in your acceptance email. Cut-off times for same-day dispatch (where offered) are displayed on the Site.
Delays outside our control. If an event outside our reasonable control is likely to delay your order, we will notify you and take reasonable steps to minimise the impact. If there is a risk of substantial delay, you may cancel and receive a refund for undelivered items.
If you are not at home. If delivery requires a signature or cannot be posted, the carrier will leave instructions for redelivery or collection. Some orders may require age-verified delivery where required by law or by our risk policy.
Failure to rearrange/collect. If you do not rearrange delivery or collect items, we may charge reasonable storage and redelivery fees and may treat the contract as cancelled after reasonable attempts to contact you.
Risk & title. Risk in goods passes to you on delivery to your address or to a carrier you nominate. Title to goods passes when we receive full payment.
International deliveries & customs. Orders delivered outside the UK may be subject to import duties/taxes payable by you on or after delivery. You are responsible for complying with customs laws and for any additional charges; we are not liable for customs delays.

8. Crater Club subscriptions (if offered)

Joining & billing. Subscription details, pricing and billing frequency are shown on the Site.
Cancellation. You can cancel at any time by emailing office@cratervapes.com or using the contact form. Benefits remain active until the next scheduled billing date; no further payments will be taken after we confirm cancellation.
Change of terms. We may update subscription benefits/fees with reasonable notice; you may cancel before changes take effect. Any physical items supplied under a subscription are subject to the returns rules below.

9. Promotions, vouchers & pricing changes

Promotions, discount codes or bundles are subject to their own terms and may be withdrawn at any time. Unless stated, promotions cannot be combined and are limited to one per order. We may change prices at any time; changes do not affect orders already accepted.

10. Your consumer rights—faulty or misdescribed goods

This clause applies only to consumers (not business purchasers). Your statutory rights under the Consumer Rights Act 2015 apply. In summary:

Up to 30 days from delivery: you can reject faulty goods for a full refund.

Up to 6 months: if goods cannot be repaired or replaced, you are entitled to a refund in most cases.

Up to 6 years: if goods do not last a reasonable time, you may be entitled to repair, replacement or a partial refund, depending on circumstances.
Nothing in these terms affects your legal rights.

11. Change-of-mind cancellations (cooling-off) — our 30-day policy

Our commercial policy. For most online purchases you have 30 days from the day you (or a person you nominate) receive the goods to cancel and receive a refund, no questions asked.
Exceptions. You do not have the right to cancel for sealed goods which are unsealed after delivery for health/hygiene reasons; or for services once fully performed (if you agreed performance could begin during the cancellation period).
Staggered deliveries. If your order is delivered in instalments, the 30-day period runs from the day you receive the last item.

12. How to cancel and return (consumers)

How to cancel. Email office@cratervapes.com or use https://cratervapes.com/contact with your order number, name, and address. We will confirm the return address and any specific instructions.
Returning products. If items were dispatched/received, return them promptly and no later than 30 days after you told us you wish to cancel. Please obtain and retain proof of posting. If items are not suitable for posting, we will help arrange a collection at cost.
Return costs.

We pay return costs if goods are faulty/misdescribed; if you cancel because we changed terms/products materially, made a pricing/description error, or there was a delay outside our control; or where required by law.

For change-of-mind returns, you pay return postage and are responsible for the goods until they reach us.
Condition of returned goods. You may handle goods to the extent necessary to establish their nature, characteristics and functioning (as you would in a shop). We may reduce your refund to reflect any diminished value caused by handling beyond that (e.g., heavy use, missing/damaged packaging, marks).
Delivery refunds. Where applicable, delivery refunds are limited to the cost of our least-expensive delivery option offered.
Refund timing & method. We will refund within 14 days of (i) receiving the goods back or (ii) receiving evidence that you have sent the goods back—whichever is earlier. If you cancel before dispatch, we will refund within 14 days of your notice. Refunds are made to your original payment method.

13. Business customers—returns & RMA

For business purchasers, the consumer cancellation and refund clauses (10–12) do not apply. We operate a no-returns policy except where:
(a) we sent items not included on the purchase order;
(b) goods arrive damaged due to our dispatch fault;
(c) goods are subject to a safety/public-policy recall; or
(d) goods are faulty (our standard warranty then applies).
Goods used or with packaging that has been interfered with will not be replaced. To return goods, contact us for an RMA number, then return at the Buyer’s expense, securely packaged with a written explanation. We will inspect upon receipt and, if validated, we will replace the goods or credit the original order value (at your request).

14. Your obligations (information & cooperation)

We may require certain information from you to supply products, as stated on product pages (for example, age/identity verification, delivery details or technical information for services). Provide accurate and timely information. If you fail to do so, we may cancel your order and/or charge a reasonable amount for additional work caused by the delay.

15. Product safety, compliance & recalls

We comply with applicable product-safety laws and standards, including electrical safety and UKCA/RoHS where applicable. If we reasonably suspect a safety issue, we may temporarily stop supplying a product and contact you with instructions. In the event of a recall, we will provide options consistent with law (repair, replacement, or refund).

16. Website terms of use & IP

All CRATER™ names, logos, product designs, images, text and Site content are owned by or licensed to us and are protected by IP laws. You must not copy, distribute, modify, reverse engineer, create derivative works from, or otherwise use any part of the Site or content except as permitted by law or with our prior written consent.

17. Privacy & data protection

We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. We use your data to:
(a) supply products and provide customer service;
(b) process payments and prevent fraud;
(c) meet legal/regulatory obligations; and
(d) send marketing where you have opted in (you can opt out at any time).
We share data with payment providers, IT and fulfilment partners, couriers, professional advisers and regulators where necessary. For details of your rights (access, rectification, erasure, restriction, portability, objection) and how to exercise them, see our Privacy Policy.

18. Events outside our control (force majeure)

We are not liable for failure or delay to perform our obligations where caused by events outside our reasonable control, including but not limited to strikes, lockouts, carrier failures, customs holds, epidemics/pandemics, natural disasters, fire, flood, acts of government or terrorism, utility outages, or supplier failures. We will inform you and take reasonable steps to minimise the effect. If there is a risk of substantial delay, you may cancel and receive a refund for undelivered items.

19. Our responsibility for loss or damage — consumers

We are responsible for foreseeable loss or damage you suffer that is caused by our breach of these terms or our failure to use reasonable care and skill. We do not exclude or limit liability where it would be unlawful (including for death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your legal rights in relation to goods; or liability under the Consumer Protection Act 1987). We are not liable for business losses where products are supplied for domestic/private use.

20. Our responsibility — business customers

Subject to any liability that cannot be excluded by law, our total liability to business customers for all losses arising under or in connection with the contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed 100% of the price paid for the products giving rise to the claim. We will not be liable for: (a) loss of profits, sales, business or revenue; (b) loss or corruption of data; (c) loss of business opportunity; (d) loss of anticipated savings; (e) loss of goodwill; or (f) any indirect or consequential loss. Except as expressly stated, all warranties and conditions are excluded to the fullest extent permitted by law.

21. Ending the contract—our rights

We may end the contract by written notice if:
(a) you fail to pay when due and do not pay within 7 days after we remind you;
(b) you do not, within a reasonable time, provide information necessary for supply;
(c) you do not, within a reasonable time, allow us to deliver the goods or you fail to collect; or
(d) supplying the product would be unlawful or prohibited by sanctions.
If we end the contract for your breach, we will refund any money paid for products not provided but may deduct reasonable compensation for the net costs we incur as a result of your breach.

22. Complaints & alternative dispute resolution (ADR)

If you have a complaint, please email office@cratervapes.com. We will acknowledge and aim to resolve it promptly. If you are not satisfied with our response, you may request details of our ADR provider. Using ADR is voluntary and does not affect your legal rights.

23. Transfer of rights & third-party rights

We may transfer our rights and obligations under these terms to another organisation. We will notify you and ensure your rights are not adversely affected. You may transfer your rights only with our written consent (except that you may transfer our guarantee to a new owner of the product). No third party has rights to enforce these terms.

24. Severance & delay in enforcement

Each clause operates separately. If a court finds part of these terms unlawful, the remaining clauses remain in full force. If we delay enforcing these terms, we may still enforce them later.

25. Governing law & jurisdiction

These terms and any dispute or claim (including non-contractual disputes/claims) are governed by the laws of England and Wales. You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts or in England and Wales.

Contact details

Silver Lion Europe Ltd
2 Falcon Gate, Welwyn Garden City, Hertfordshire, AL7 1TW, United Kingdom
Email: office@cratervapes.com
Website: https://cratervapes.com