Return & Refund Policy
Customer Information
Return & Refund Policy
This policy explains your right to withdraw, how to request a return and what happens when a product is damaged, defective or incorrect.
14-Day Withdrawal
Eligible online purchases may be cancelled within 14 days of delivery.
Statutory Rights
Your legal rights concerning faulty or non-conforming goods remain protected.
Contact Us First
Request return instructions before sending any product.
1. Right of withdrawal
If you are an eligible consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days without giving a reason. The withdrawal period begins on the day after you, or a person designated by you, receives the goods.
To exercise this right, send us a clear statement of your decision to withdraw before the 14-day period expires.
2. How to request a return
Contact us at [email protected] before returning any item. Include:
- Your order number
- The email address used at checkout
- The product you wish to return
- The reason for contacting us
- Photographs or videos if the product is damaged or defective
3. Returning the goods
After notifying us of your withdrawal, return the eligible goods within 14 days. Items should be returned complete, securely packaged and with all accessories and documentation supplied.
You may inspect a product as you would in a physical shop. However, you may be responsible for any reduction in value caused by handling or use beyond what is necessary to establish the product’s nature, characteristics and operation.
4. Return shipping costs
For a change-of-mind return under the right of withdrawal, the customer is responsible for the direct cost of returning the goods unless we agree otherwise.
If an item is defective, damaged upon delivery or different from what was ordered, reasonable return costs will be handled in accordance with applicable consumer law and our return instructions.
5. Refunds
Eligible refunds will be issued to the original payment method. We aim to process the refund within 14 days of receiving your withdrawal notice.
We may withhold the refund until the returned goods have been received or until you provide evidence that they have been sent, whichever occurs first.
Where required by law, the refund includes the original standard delivery charge. Additional costs resulting from choosing a more expensive delivery method are not refundable.
6. Opened and hygiene-sensitive products
Where permitted by applicable law, the right of withdrawal may not apply to sealed products that are unsuitable for return for health protection or hygiene reasons once their seal has been opened.
This may include opened e-liquids, pods, cartridges, mouthpieces or similar consumable products where they cannot safely be resold. This restriction does not affect your rights when a product is faulty, damaged or not as described.
7. Faulty or non-conforming products
If a product is faulty, damaged, not as described or does not function as reasonably expected, contact us with your order details and supporting photographs or videos.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement, a price reduction or a refund. Nothing in this policy limits your mandatory statutory consumer rights.
8. Order cancellation
If you wish to cancel an order before dispatch, contact us as soon as possible. We will try to stop the shipment, but cancellation cannot be guaranteed once processing or dispatch has begun.
9. Withdrawal notice template
I hereby notify you that I wish to withdraw from my contract for the following goods:
Order number:
Product:
Ordered on / received on:
Customer name:
Customer address:
Date:
Request return assistance
Contact our customer service team before returning any product.
Last updated: 19 August 2026