Non-Faulty GoodsAll customers may return a product within 30 days provided that the product is unused, unopened and is returned in the same condition as it was received.
Please contact a member of our Customer Services team on 0870 471 7569, Mon-Thu 9am-6pm (5pm Fridays) or send an email to firstname.lastname@example.org, supplying your name, order number and telephone number if available.
Our team will then instruct you on how to return the unused or unopened goods free of charge. If contacting us by e-mail, you can expect to receive a response from our team within 24 hours (excluding weekends).
Faulty GoodsIf the product you have ordered is faulty or damaged you may replace it within 30 days of receiving your parcel.
Please contact a member of our Customer Service team on 0870 471 7569, Mon-Thu 9am-6pm (5pm Fridays) or send an email to email@example.com with your name, order number and telephone number is available. Our team will quickly instruct you on next steps. If contacting us by e-mail, you can expect to receive a response from our team within 24 hours (excluding weekends).
Once we have received your query, our team will carry out some troubleshooting for you. If we are unable to resolve any issues via e-mail or telephone support we will arrange a refund or exchange as swiftly as we can, ensuring you incur no costs and that your vaping experience goes interrupted for the least amount of time possible.
If the 30 day deadline for reporting faulty or damaged products during transit is not met, we regret that we will not be able to issue a refund or replacement goods.
CancellationsIf you wish to cancel an order please contact our Customer Service team on 0870 471 7569, and we will attempt to prevent the order being sent out before daily dispatch. If your goods have been dispatched before cancellation, we can arrange a new order or refund over via our Customer Service hotline and can issue a refund on successful return of the goods.
Key Terms• You must inform us of your wish to refund or exchange both faulty and non-faulty goods within 30 days of receiving your delivery. We cannot grant a refund or exchange beyond the 30 day window.
• We reserve the right to a refuse a refund if replacement parts have been granted prior to your refund request.
• We require ALL faulty goods to be returned to be passed to quality control. Our Customer Service team will guide you through the steps to make the process as flawless as possible. Failure to return faulty goods may result in future replacement requests being denied.