We are committed as always to top customer service. This does of course include how we work with our customers with regards to our returns policy. Please read the following and familiarise yourself with our returns terms and conditions and contact us if you feel we will be able to help you with your returns related query.
Please note we are happy to refund if items delivered are not as described or not fit for their purpose (Not fit for purpose = faulty Items) and are within the guidelines below.
Due to hygiene reasons, goods sold are not exchangeable, returnable or refundable once the packaging is opened.
If you wish to cancel your order prior to shipping, you have a half hour window after you have placed your order in which to do this. As we want to get your order to you as fast as possible we employ a very quick pick, pack and despatch method so we may not be able to cancel your order if you notify us of cancellation after 2pm (irrespective of the half hour grace period).
If your order has been despatched you have the opportunity to cancel within 14 days of its arrival; you will, however, need to send the products back to us before a refund can be issued.
Unwanted items may be returned within 30 days of delivery provided they have not been opened or used and are in the same condition as they were sold. Due to health & hygiene, e-liquids, disposable e-cigarettes and clearomizers are excluded from this policy and are only returnable if faulty.
Products must be returned “as sold”; if any products have been opened this is regarded as “acceptance” and you will not be able to return (as unwanted).
Return Policy for E Liquids
Due to the fact that we cannot ascertain if e liquids have been doctored / tampered with we are not only able to accept returns of any e liquids whether they are unopened, un-used or remain sealed unless we have sent you incorrect liquids in your order. We don’t accept e liquid returns based on someone simply not liking a taste.
We would suggest to ensure that you get the most out of your smoking experience that customers purchase smaller sizes of new e liquid flavours (such as a 10ml bottle) to save waste if they don’t like that particular taste. Having tested the new flavour customers would of course be free to purchase larger bottles / orders as required.
If returning an e liquid to us due to an error on our side in picking your e liquids, our policy is to cover the cost of postage via Royal Mail Recorded Delivery Only. We only compensate postage cost of returns by adding e liquids to the same value or more. The customer is responsible for covering the initial cost of the return postage until we reimburse as above. Although a rare occurrence should you find that your e liquid order arrives damaged please get in touch immediately so that we may process a replacement for you as soon as is possible.