We want you to be happy with every order. If something's wrong, tell us and we'll put it right. These are our standard rules, and our team can always do more where it's fair.
Contact us first
Email [email protected] with your order number. Please don't post anything back until we've approved it. We'll tell you where to send it. When we approve a return, write your order number on the parcel. Parcels without one take longer to sort.
Faulty, damaged or wrong items
Send us a photo or short video of the problem. We may suggest a quick fix first, as many problems can be sorted in a minute.
If the item is faulty, damaged or wrong, we'll replace or refund it. For low-value items you usually won't need to send anything back.
Faults aren't limited to 14 days. You can reject a faulty item for a full refund within 30 days of delivery, and within 6 months we'll replace it, or refund it if we can't.
If we do need it back, we'll tell you how to send it and cover the postage.
Coils and pods wear out with normal use, so a burnt taste after use isn't a fault.
Damage from misuse, such as a dropped device, isn't covered.
Batteries
Never post a swollen, leaking or damaged battery or device. It isn't safe, and Royal Mail won't carry it. Send us a photo and we'll sort it without a return. Recycle it at a vape or electrical recycling point. Never put it in your household bin.
Missing items or damage in delivery
Tell us as soon as you can and send a photo of the parcel and what arrived. We'll send the missing item or refund it.
Changed your mind
You can cancel your order within 14 days of delivery. Tell us first, then send the item back within 14 days of telling us. You pay the return postage.
For hygiene reasons, we can't take back e-liquid, coils or pods once the seal is broken, unless they're faulty.
We refund the item price. If you return the whole order, we also refund the standard delivery you paid.
We may reduce the refund if an item has been handled more than you'd need to check it.
Refunds
We refund to your original payment method within 14 days of receiving your return. If no return is needed, the 14 days start when we approve your claim. Your bank may take a few more days.
This policy doesn't affect your statutory rights.
Frequently Asked Questions
How do I return a product?
Email [email protected] with your order number. Please don't post anything back until we've approved it. We'll tell you where to send it. If something's faulty, damaged or wrong, include a photo or short video.
Can I return a product if it has been opened?
If it's faulty, yes. If you've changed your mind, you can cancel within 14 days of delivery. For hygiene reasons, we can't take back e-liquid, coils or pods once the seal is broken.
How long does it take to process a return?
We refund within 14 days of receiving your return. If no return is needed, the 14 days start when we approve your claim. Your bank may take a few more days.
What if I receive the wrong product?
Tell us as soon as you can and send a photo of what arrived. We'll send the right item or refund it. If we need the wrong one back, we'll cover the postage.
What if I receive a faulty product?
Send us a photo or short video of the problem with your order number. We may suggest a quick fix first. If it's faulty, we'll replace or refund it, and for low-value items you usually won't need to send it back. Never post a swollen, leaking or damaged battery.
I haven't received my refund?
Refunds go back to your original payment method and can take a few days to show after we've sent them. If it's been longer than that, email [email protected] with your order number.
What if I miss the return window?
For a change of mind, tell us within 14 days of delivery. After that we can't accept a change-of-mind return. Faulty items are covered for longer; see our Returns Policy above.
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