We want you to be happy with your order. This policy explains your rights to return items and how refunds work. It sits alongside and does not affect your statutory rights under UK consumer law.
Your right to cancel (14 day cooling- off period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email us at [email protected] with your order number before the 14 days are up.
After telling us you wish to cancel, you have a further 14 days to return the goods. You’ll then be refunded within 14 days of us receiving the returned items (or receiving proof that you’ve sent them back).
Important: hygiene & sealed product exclusions
For health, hygiene and safety reasons, the following cannot be returned or refunded once opened, used, or with a broken seal:
- E-liquids and nic salts
- Prefilled pods and prefilled pod kits
- Any product where the tamper-evident or hygiene seal has been broken
This is standard practice across the vaping industry and is permitted under the Consumer Contracts Regulations, which exclude sealed goods that are not suitable for return once unsealed for health or hygiene reasons. Sealed, unopened items in their original condition can be returned within the cancellation period above.
This does not affect your rights if an item is faulty, damaged, or not as described (see below).
Faulty, damaged or incorrect items
If your item arrives damaged, is faulty, or isn’t what you ordered, you’re entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Please:
- Email [email protected] within 48 hours of delivery for damaged/incorrect items, or as soon as a fault appears.
- Include your order number and clear photos of the item and any packaging.
We’ll assess it and arrange a replacement or refund. For faulty goods, we’ll also cover reasonable return postage.
How to return an item
- Email [email protected] with your order number and reason for return.
- We’ll confirm the return address and any instructions.
- Pack the item securely in its original packaging where possible.
- Obtain proof of postage — for non-faulty returns, return postage is your responsibility, and we recommend a tracked service as we can’t be responsible for items lost on their way back to us.
Refunds
- Refunds are issued to your original payment method (card via WooPayments, or PayPal).
- Once your return is received and inspected, we’ll process the refund within 14 days.
- For a valid cancellation of the whole order, we’ll refund the standard delivery cost you paid. We won’t refund any premium/upgraded delivery you chose, or the return postage for non-faulty items.
- It may take a few additional working days for the refund to appear on your statement, depending on your bank or PayPal.
Order cancellation before dispatch
If you need to cancel before your order has been dispatched, email us as soon as possible at [email protected]. If it hasn’t shipped, we’ll cancel and refund in full.
Age-restricted returns
Returned nicotine products cannot be resold. Please only order what you intend to keep, particularly e-liquids and prefilled pods, which cannot be returned once opened.
Questions
Need help with a return? Email [email protected] and we’ll guide you through it.