Our cancellation policy has been created in line with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and amendments 2014 & 2015, Part 3 (Right to Cancel).
If you have any questions regarding cancelling your order, please contact us.
You have the right to cancel your order up to 14 days after your order is delivered in line with long distance selling regulations, no questions asked.
If you wish to cancel your order, please inform us as soon as possible by contacting our Customer Services team, including your name and order number. We will always try our best to meet your request, however once your items are in transit we are no longer able to stop the parcel from being attempted to be delivered but your right to cancel remains.
Please be aware that for health, hygiene and tampering reasons, we are unable to accept cancellation returns of opened consumable products. This includes but is not limited to opened E-liquids and coils which have been removed from any sealed packaging.
We will process your refund back to your original method of payment as soon as we are in receipt of your items which you will receive notification of once completed. Dependent on who you bank with, the refund will be visible in your account typically within 3-5 working days, though this can take up to 14 days.
We reserve the right to reduce the amount refunded to you if the items are received back to us in poor or altered condition, used or damaged. If we reduce your refund for any reason, we will explain why we have done so.
Returning faulty items:
If you have received faulty items, we will bear the cost of the items being returned in the event that we request them back for the purposes of inspection and quality assurance only if investigation proves a fault to a maximum sum of £4.95. For further information about returns of faulty goods, please check our delivery and returns page for faulty items here.
For orders that have been shipped that you wish to cancel:
If your order reaches a shipped status and you wish to cancel the order, please refuse the items at the point of delivery, or facilitate a return of your items to us using our returns form here. The cost of postage to return the items will not be reimbursed upon receipt of goods back to us, only the original cost of delivery up to the value of the lowest cost standard delivery if the full order is returned. If you choose to retain your order in part, the delivery charge will not be refunded.
Please return your items through a tracked service. Once you have sent your items, please send us evidence of your return within 14 days of doing so. Acceptable forms of evidence may include your tracking reference or receipt for postage. If you have sent evidence of the return within 14 days and the items are lost in transit, we will refund you.
Please be aware that for all items that have been shipped, we are unable to reimburse delivery costs if the return exceeds a 14 day period after informing us of your wishes to cancel and return your order. If your items are returned within the 14 day period, we will reimburse your item cost providing the item is in resalable condition and the lowest cost of standard delivery.
Products containing Lithium Batteries:
In the event that you would like to return a product to us that contains a lithium battery, please contact us to facilitate a return of your product and we will send you a prepaid envelope and appropriate packaging to safely return your item. You remain responsible for the cost of returning the item to us through an appropriate courier of our choice. For items containing installed batteries such as vape mods, this is a flat rate of the lowest standard cost of delivery per 2 items with installed lithium batteries which will be deducted from the refund you receive for the returned items.
If you wish to return a loose lithium battery, please contact us for the cost of return. Typically this ranges between £11 - £30 depending on where the item(s) are being returned from.
When returning products with lithium batteries, please observe the following safety guidance to ensure a successful return:
- Keep the battery installed in the product
- Please ensure the battery is as low on power as possible, and the device is switched off
- When packaging your lithium battery product, please ensure the item is in rigid packaging (such as the original box), and where possible, further protected with cushioning materials like bubble wrap.