Returns Policy

Eligibility for Returns

• Returns can only be made with the authorisation of our support team.

• Customers must make first contact within 14 days of receipt at [email protected].

• Our team may request additional details (e.g., order number, product photos, or fault descriptions) before providing return authorisation.

• Products must be unopened, unused, and in their original packaging (unless faulty).

• For hygiene and safety reasons, we cannot accept returns of:

  • Opened or used e-liquids

  • Opened or used disposable vapes or prefilled pods

  • Items where the hygiene seal has been broken

How to Return an Item

1. Contact support first at [email protected]. Returns sent without prior authorisation will not be accepted.

2. Once authorised, our team will provide return instructions and the return address.

3. Pack your item securely and return it via a tracked delivery service (at your own cost unless the product is faulty).

4. Keep proof of postage until your return has been processed.

Faulty or Damaged Items

• If you receive a faulty, damaged, or incorrect product, please notify us within 3 working days of receipt.

• Our support team may request photos or further details before approving a return.

• Once confirmed, we will arrange a replacement or full refund, including any return postage costs.

Refund Process

• Refunds will be issued to the original payment method within 5–7 working days after the returned item has been received and inspected.

• If your return is rejected (e.g., due to unauthorised return, opened/used products that cannot be resold), we will notify you by email.

Sale Items

• Only regular priced items may be refunded.

• Sale or clearance items cannot be refunded, unless they are faulty or damaged.

Exchanges

• We do not currently offer exchanges. If you would like a different product, please return your item (if eligible) for a refund and place a new order.

Non-Returnable Items

For health and safety reasons, we cannot accept returns of:

• Opened or used e-liquids

• Opened or used prefilled pods, disposables, or vape kits

Contact Us

If you have any questions about returns, refunds, or faulty products, please contact our customer support team at:
📧 [email protected]