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.
What can’t be returned
You can’t return goods if they have been sealed for health protection or hygiene purposes (e.g. vape kits and coils) once you’ve unsealed them. If you want to return goods you must not unseal them.
This does not affect your statutory rights.
If you wish to cancel your order prior to shipping, you have a 20 minute 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 or entire orders can be returned to us within 30 calendar days from the date you received it.
- To be eligible for a return, your item must be unused and in the same condition that you received it.
- Your item must be in the original packaging.
- You must notify us within 14 days of purchase that you want to return an item.
- Returned items must be received within 14 days of the returns form being issued.
Please Note: Due to health and hygiene reasons we cannot accept returns for e-liquids, vape kits, disposable e-cigarettes and refill pods that have been opened, unless faulty
Return Policy for E Liquids
Any goods including but not limited to starter kits, tanks, mods etc that need to be returned, need their original packaging to verify serial numbers. Without this, goods are not eligible for return
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 vaping 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.
Return Policy for Disposable E Cigs
We will not refund or replace any Disposable E cigs due to not receiving enough Puffs. All puffs advertised are approximates from the manufacturer. We do not guarantee you will receive the exact amount of puff. The minimum amount of puffs is 25 per disposable. If you are not happy with the amount of puffs, you will have to take this up with the manufacturer.
If the item is on sale or clearance we will not provide a refund or replacement.
We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, please note the following:
- we may make deductions from the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop; and/or
- the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 1-3 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
We will refund you within 3 working days of the day on which we receive the goods back from you.