A product return can be created by clicking on the “returns” link in the footer of our website or by clicking on returns in your account. Once a return is created a returns number will be generated and we will send you a free returns label once authorised. Please don’t send back items without authorisation as this will lead to delays and in some cases your item being disposed of.
Returns must reach us within 14 calendar days of receiving the Returns label. We regret that we cannot accept returns beyond this timeframe. Once we receive your returned item, please allow up to 7 working days for processing, including dispatching replacements or issuing refunds. Please read below for specific instructions regarding unwanted or faulty items and order cancellations.
Unwanted items can be returned within 30 days of delivery, provided they remain unopened, unused, and in the same condition as when sold. However, due to health and hygiene reasons, e-liquids, disposable e-cigarettes, and clearomisers are excluded from this policy and may only be returned if they are faulty.
Products must be returned in the same condition as when sold; any opened products are considered accepted and cannot be returned as unwanted. Please note it is your responsibility to cover any return costs for unwanted items.
If you receive an item, you suspect is faulty, please get in touch using our contact form and we will do our best to help diagnose the fault first. If we cannot help, we will supply you with a returns number and a free label if it's within our returns window. Once the item is returned our team will fully test the product to try and identify the issue. If we cannot find the fault the product will be returned back without a refunded / replacement.
If you have made an error or wish to cancel your order, please make sure you get in contact with us as soon as possible. Once your order status has changed to “shipped” we will be unable to cancel the order at that point and will need the item returned within 14 days of receiving it for us to be able to process the refund.