Shipping & Returns Policy
If the Products delivered to you are defective, or become defective on receipt by you or within 5 days upon receipt by you, we will provide you with suitable replacements, or if such product is unavailable, an alternative which is of the same or similar quality and value. If more than 5 days have passed since the receipt of your product, unfortunately we can’t offer you a full refund or exchange although you may be eligible for a partial refund (see below).
To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt, order number or proof of purchase.
There are certain situations where only partial refunds may be granted, e.g.:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 5 days after receipt
How long do these products last?
Electronic cigarette batteries, including PCCs and atomisers are consumable products and as such we expect them to last at approximately 4 weeks from the date of receipt by you. However, the warranty period for PCCs and atomisers is 48 hours from when the item is received. We will replace any of these products found to be faulty within this time, however you must notify us of the fault within 48 hours, as stated above.
Single Use items such as cartridges, cartomisers and tips are disposable consumable products and as such we expect them to last at most the amount of use stated on each individual product’s information page. We are, however, happy to replace these items (as above) if they are found to be faulty upon receipt by you.
Due to health and hygiene reasons we cannot re-sell opened e liquids. You may still cancel the contract within 7 days of receipt and send back the goods but please note, however, that opened e Liquids returned under this law will be subject to a restocking fee of the full amount of the product cost as the e Liquid cannot be re-sold.
This does not affect your statutory rights.
Liquid Damage Policy
When refilling tips or cartridges ensure that the tip or cartridge IS NOT connected to the battery. After filling ensure that there is no excess liquid on the thread of the tip or atomisers. Excess liquid can enter the battery and damage the sensitive electronics and switch within. Liquid damage is not covered under the returns policy.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 28 days.
The life of the product is dependent on your use of it in accordance with the instructions and is therefore subject to wear and tear. We are not liable to refund and/or compensate you where the product is damaged by you through normal wear and tear or by other damage, including liquid damage.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org with your order number and a full description of the issue.
We only replace items if they are defective or damaged upon receipt. If you need to exchange it for the same item, send us an email at email@example.com and when requested, send your item to:
12 Town Street
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
To return your product, you should e-mail us and provide a full description of the fault and details of the original order number prior to returning the item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.