Coronavirus Update 05/01
For the next wee while, there will be one area where we shall have to make some changes to how we work, and that is our approach to customer returns.
We’ll do our utmost to diagnose and troubleshoot problems remotely and ask for your assistance in providing photographs or videos to help to do so. This will ensure that where required we can continue to issue replacements. Should we need to get your device back for assessment or repair, due to the current lockdown regulations we will have to ask you to hold on to the item until we are allowed to return to head office.
Any 14 day returns (due to a change of mind etc) will be authorised as normal, but please allow up to an additional week for these to be processed.
None of this affects your statutory rights, or our 14 day no quibble returns policy, but we ask customers to be patient while we do our best to process things as quickly as possible.
14 Day Money Back Guarantee
We love our products and think you will too. But, if you don’t, no worries! All of our products are sold with our '14 Day Money Back Guarantee' so, should you decide they're not for you, you’re welcome to return the product to us within 14 days of purchase for a refund.
- The return of opened bottles of e-liquid, packs of cartomisers or any packs of coils cannot be accepted for health and safety reasons.
- We are happy to accept the return of unopened bottles of e-liquid and packs of cartomisers and coils provided we are notified within 7 days of purchase of your intention to return.
- We cannot accept the return of used tanks.
If you do wish to return a purchase within 14 days, please contact us and our Customer Service team will provide you with a returns form to include in your package. This helps us process your return quickly, so do fill it in completely.
Products returned in this way must be sent back in an undamaged condition with the original packaging intact.
Please do not return any product without contacting us first, as this may result in a delay in your refund being processed.
How to return an item
- Contact us within 14 days of purchase.
- Complete the returns form and include it with your package. The returns form and our returns address will be supplied by our Customer Service team.
- Obtain proof of postage or send the item recorded delivery, You are responsible for the item until we receive it.
- Upon receipt, we shall check the contents and then issue a refund. Returns normally are processed within 5 working of receipt, though delays are possible during busier periods.
On the other hand, if you’re loving our products but something isn’t working right, we’re here to help! All of our electronic cigarettes are guaranteed for at least 42 days, so please see our Warranty page for more information.