Refund & Returns
We take the pain out of ordering online. If you change your mind about a recent purchase, please keep it in its original condition and we will happily refund or exchange it for you.
Unless the product is faulty this should be within 14 days of receiving your order. Original condition means in original packaging the item is undamaged and in a re-sellable condition.
Once returned we will refund back to the original purchase method. This includes items purchased in a bundle deal or clearance sale.
What can’t be returned
The below items are excluded from our goodwill returns policy unless faulty or not as described
- Opened bottles of e-liquid or cotton.
- Personalised products (engraved or tagged)This does not affect your statutory rights
Terms and Conditions
If you have changed your mind about an item, you can return it in sellable condition for an exchange or refund. Unless faulty this should be done within 14 days of receiving the item.
We will only refund back to the original payment method and is not negotiable, alternatively, a store credit note can be applied to your account.
Unwanted items when we mention sellable condition we expect this to mean:
1). Original packaging
2). Undamaged (excludes normal examination of the product as you might have done in-store)
3). Online and telephone orders items we will refund delivery provided all the order is returned. If you are returning some of your items, then we will only refund the cost of the returned items.
Methods of Payment and Refund
When returning an item how you paid for your item will determine how your refund is processed.
Credit / Debit Card – Your refund will go back to the same card you purchased on please allow up to 5 working days for this to be completed.
eGift Card or Online Credit – This credit will be added back onto your eGift Card or Online account.
Returning an item that’s not faulty
When shopping with us over the phone or online you’ll be pleased to know that you are covered by the Consumer Contracts Regulations 2013. These regulations have been set up for you to be able to cancel your order if the goods aren’t what you expected. After all, we do all make mistakes now and again.
This regulation allows you to return an item to us up to 14 days after delivery. During this time, you must make sure you look after the products. Items, when returned to us, must be in a re-sellable condition and in the original packaging.
You’ll be refunded back to your original payment method including postage if it was incurred. We will process your refund as soon as the item has come back to us. It can take up to 5 days for your bank to transfer the funds to you but this is at your banks’ discretion.
To find out how to return an item to us please contact our support team by emailing us at [email protected] or via telephone on 0208 243 8503.
These regulations do not apply to coils or e-liquids as these are perishable items and also doesn’t apply to items that have been personalised.
This doesn’t affect your statutory rights.
Returning a Faulty or Defective item.
There are sometimes manufacturing faults in items that stop or prevent them from working properly. We want to make sure all these issues are resolved as quickly as possible.
In the unlikely event, that your item does stop working there is a 3-month warranty on our products (not including coils and liquids, see below). During this time, we can offer a refund or exchange on faulty items.
Please always reach out to our support team as there may be a simple resolution to the problem.
Once we have established there is a fault with the item we will require the items to be returned to us, you can return all items to us free of charge using the Royal Mail Tracked Return Service, simply enter your information and Order ID into the fields to ensure a quick turn around once your item reaches us.
The above does not apply to coils and juices as these are perishable items.
Before posting an item back to us please contact us to confirm the return. We will refund any postal charges you incur to return the items. Please note that this refund will be in sterling and may therefore not equate exactly to the amount paid owing to exchange rates.
The refund will be completed within 4 days of the item being received back to us.