Returning a product

We understand that from time to time customers will want to return a product to us.

So, we’ve made it a really clear and simple process for you to follow…

Firstly, if you want to return anything to us, we can only accept it if the product is unused and in the same condition as you received it within 30 days of purchase.

Any hardware must be in its original packaging which includes the outer sleeve with the identifying product codes. Sorry, no sleeve – no refund!

Please complete the refund form and put it inside the package you’re returning.

If you don’t have access to a printer, no problem – just include details of your name, address, email and order number with the item(s) you’re returning. Please make sure they are well packaged to avoid any chance of damage on their way back to us.

Click on our free returns link which will create a label for you. Once again, no printer – no problem. You’ll be emailed a QR code which you can show to post office staff to print it out.

Exceptions

Unfortunately, there are some items that cannot be returned on hygiene grounds. Items on this list include:Opened e-liquids

  • Tanks / Atomisers / Pods which have been filled with liquid, used or removed from their sealed packaging.
  • Vape Kits which have been filled with liquid or used
  • Drip tips (mouthpieces)
  • Opened coils or pods.

Product Exchanges

If you choose to exchange your item for another one in our great range, to ensure you receive your product quickly we encourage you to order your chosen item and use our free returns service to send the unwanted item(s) back to us. Your refund will be processed as soon as we receive the returned item(s).

Refunds

Once we are satisfied your return is eligible for a refund, we will pay the product value back to the original payment method (excluding any postage charges paid for the initial dispatch). Funds will be credited to your account within a few days.

Late or missing refunds

If you haven’t received a refund within seven working days of returning your items, please contact us first to check we have received them. If we have and we’ve processed your refund, please contact your card issuing bank or company bearing in mind it may take some time before your refund is officially credited back to your account. If you still have not received your refund, please contact us at 

01323 485307

Sale or clearance items

Sorry, but only full priced items are eligible for refunds – unfortunately sale items cannot be refunded.