Returns and Refunds
Returns and Refunds
Our mission is to provide excellent customer service. Please read the following terms and conditions, which share our returns and refund policy. Please contact us if you have any questions.
Rest assured we are happy to refund your purchase, if items delivered are not as described or not fit for purpose (Not fit for purpose = does not perform the function it is designed to perform) and are within the stated guidelines below.
Due to hygiene reasons, goods sold are not exchangeable, returnable or refundable once the packaging is opened. We cannot stress enough, hygiene and safety are paramount concerns for us.
Return Policy – E Liquids
Any goods, including but not limited to, starter kits, tanks and mods, which need to be returned, must be accompanied by their original packaging, to help our team verify serial numbers. Without this, goods are not eligible for return
It is incredibly difficult to ascertain if E liquids have been doctored or tampered with. Therefore, 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.
If returning an E liquid to us due to an error by us, 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 to the package we send back to you. The customer is responsible for covering the initial cost of the return postage until we reimburse as above. If you find that your E liquid order arrives damaged, please get in touch immediately so that we can process a replacement for you quickly.
Return Policy – E Cigarette Batteries
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
A 30 day conditional guarantee is applied to all battery units, either when supplied as part of a starter kit or independently, for use in a sympathetic device. The 30 days starts from the day the goods are shown to be delivered to you via Royal Mail.
Please note: The batteries used in electronic cigarettes are by nature considered semi-disposable. This means that they will decrease in capacity and become less effective over time. This is considered natural wear-and-tear and how quickly this occurs depends on how the battery is used (i.e. how often the E cig is vaped) and how, or furthermore, for how long it is charged up.
Batteries considered to be faulty may be returned within 30 days in order for a replacement to be sent out. Where the faulty battery has come as part of a kit or a pack the other items sent should be retained, i.e. cables, charging plugs etc.
Return Policy – Accessories
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
The accessories we supply, for example chargers, adaptors, plugs may be returned for a replacement or a full refund only in the event on it being delivered in a faulty or damaged condition. To ensure your replacement or refund is efficiently handled it is important to contact us within 7 days from item delivery to let us know of the fault / damage and start the process. We are unable to accept returns from such items if we are not informed within 7 days.
Like batteries, coils need replacing periodically, both being semi-disposable in nature. This does not warrant a return or refund as this type of wear and tear is a natural part of owning any such components / technology. Coils are considered consumable products, so please be aware they are not covered by most manufacture warranty policies.
Return Policy – Starter Kits, Atomizers, Clearomizers or Tanks
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
Any Atomizers, Clearomizers, Starter Kits or Drip Tips purchased cannot be returned, exchanged or refunded because of Hygienic reasons, and due to the nature of some devices use. We will replace atomizers that are dead on arrival (DOA) but, only if contacted within 48 hours of delivery.
Goods returned will be checked for faults and will be replaced if a repair is not possible. We are unable to exchange or refund any products we find that are not faulty after testing, You may be asked to cover charge of returning goods to them. If goods are returned for a change of mind reason, then customer will be refunded the cost of the goods excluding postage costs incurred by us.
Dispatch of replacement goods can only be initiated once we are in receipt of returned goods and we have checked the proposed fault and confirmed the issue. Returned faulty goods must be well packaged, as we are not liable for damage caused in transit.
We cannot be liable for any goods that are sent to us as a return that get lost in transit, so we advise that all returns are sent via recorded delivery, or any other tracked mail service.
Damaged, Missing, or Faulty Goods
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
If you find your order has arrived damaged, has missing or faulty products, and wish to replace these damaged parts, or have any other related queries with an order please don’t hesitate to contact us using your order number as the subject / reference. Not providing your order number may result in a delay in us replying to your query.