We're happy when you're happy!
We understand that sometimes parcels or products may arrive damaged, faulty, missing, or may develop an issue after use. This policy explains what you need to do so we can investigate and resolve your issue as quickly as possible. Please do not dispose of any product, packaging, or Royal Mail delivery packaging before contacting us. We may need photos, videos, batch numbers, packaging evidence, or the item returned to us for inspection. This policy does not affect your statutory rights.
If you receive damaged or defective goods, or if an item is missing from your parcel, you must inform our Customer Service team by email or phone within 48 hours of receiving your order .
Claims reported after this time may not be accepted where we are unable to verify the issue or raise a valid claim with the courier or supplier.
When reporting the issue, please provide:
Please do not dispose of any goods or packaging until we confirm the next steps. We may ask you to return the goods to us for inspection.
If your product arrives leaked inside the parcel or packaging, please report this to us as soon as possible and within 48 hours of receiving your order .
Please provide:
Please do not throw away the product or packaging. We may need the item returned to us for inspection.
If your product starts leaking after use and the issue occurs within the first 30 days of purchase , please report it to us as soon as possible.
Please provide:
Please do not dispose of the product. We may ask you to return it to us for inspection before a refund or replacement decision is made.
Our return and replacement policy covers defective products for up to 30 days from purchase . If the product packaging or kit includes a manufacturer warranty for a longer period, such as 90 days, this is a manufacturer warranty and must be handled directly with the manufacturer. We are not responsible for handling manufacturer warranty claims after our 30-day returns period has ended.
If your product has a burnt taste, please contact us as soon as possible and explain the issue clearly.
Please provide:
Please do not dispose of the product. We may ask you to return it to us for inspection.
Please note that burnt taste can sometimes be caused by user error, such as dry hitting, not allowing the coil or pod to prime properly, misuse, or using the product incorrectly. If our inspection finds that the issue was caused by user error, accidental damage, misuse, or wear and tear, we may not be able to offer a refund or replacement.
Our seller returns policy is limited to 30 days from purchase. Any manufacturer warranty offered inside the product kit after this period must be claimed directly through the manufacturer.
If your parcel arrives opened, damaged, or repacked by Royal Mail, please report this to us immediately and within 48 hours of receiving your order .
Please provide:
This evidence is important so we can investigate the issue and raise a claim where required.
If your parcel appears to be lost in transit, we may need to raise a claim with Royal Mail.
Royal Mail may take around 7 business days to review or consider a claim . However, the full investigation and claim process can take 30 business days or longer to resolve.
A replacement parcel can only be sent once Royal Mail has accepted or approved the claim. If Royal Mail rejects the claim after completing their investigation, we may not be able to resend the parcel.
We will follow the Royal Mail claim process and update you when further information becomes available.
If Royal Mail tracking shows your parcel as delivered, but you have not received it, please follow these steps:
Royal Mail claims can take 30 business days or longer to resolve.
Please note that a replacement parcel can only be sent if Royal Mail accepts or approves the claim. If Royal Mail rejects the claim after a full investigation, we may not be able to resend the parcel.
Where required, the goods must be returned to us for testing and inspection.
When returning goods, you must include:
You must return the goods via recorded delivery and fully insured for the full value of the goods. You have a duty to take reasonable care of any goods while they are in your possession.
Once we receive the returned goods, we will test and inspect the product.
If the product is confirmed to be defective within the first 30 days of purchase, we may offer:
If the goods are found not to be defective, or if the issue was caused by misuse, accidental damage, dry hitting, not priming the product properly, wear and tear, or any other user-related issue, we may not be able to offer a refund or replacement. In this case, you may be responsible for any costs incurred in returning the goods to us.
If the product includes a longer manufacturer warranty, such as 90 days, this must be claimed directly through the manufacturer after our 30-day returns period has ended.
All returned faulty products may be inspected to identify the cause of the issue.
Where relevant, we may report our findings to the manufacturer for quality control and future product improvement.
Our inspection helps us understand whether the issue was caused by a product fault, delivery damage, leakage, manufacturing issue, user error, accidental damage, misuse, or normal wear and tear.
If our inspection confirms that the issue is not a product defect, or that the fault was caused by user error, accidental damage, misuse, dry hitting, failure to prime the product, or wear and tear, we may not be able to offer a refund or replacement.
Some products may include a manufacturer warranty inside the kit or packaging. This warranty may offer cover for a longer period, such as 90 days.
Our seller returns and replacement policy is limited to 30 days from purchase. After this period, any manufacturer warranty claim must be made directly with the manufacturer.
We are not responsible for handling manufacturer warranty claims after our 30-day returns period has ended.
If you change your mind and wish to return unwanted goods, you must inform us within 14 days of receiving your order.
The goods must then be returned to us at your own expense. Please include your original order number with the return.
We will refund the cost of the goods, excluding delivery costs, unless otherwise required by law.
Unwanted goods must be returned:
As electronic cigarettes and related vape products are oral-use products, they cannot be returned for hygiene reasons once opened or used, unless they are defective.
You have a duty to take reasonable care of any goods while they are in your possession.
We advise you to send return goods using recorded delivery and suitable protective packaging. We cannot accept responsibility for goods that are lost or damaged while being returned to us.