How do I return a product? Our returns policy
How do I return something that I've bought from you?
Our returns policy lasts for 60 days; great news if you have a habit of late night shopping and the vivid purple kit you bought is giving you buyer's remorse.
To be eligible for a return, your item must be unused and in the same condition that you received it. All hardware must be in the original packaging, including any outer sleeve as these contain the product serial numbers. We cannot accept any hardware back without this. You are welcome to keep any free gifts or samples - those are yours!
Please complete this form and include it with the goods you are returning. If you are not able to print the form then please include a written note of your name, address, email address and order number so we know where the item has come from.
Next, please use our freepost returns link. This will generate a label for your returns parcel. You do not need a printer as you will be emailed a QR code to show at the post office where they will print it for you.
Please ensure your items are well packaged so they don't get damaged on their way back to us. We don't mind what you wrap them in - old newspaper works well. However, we draw the line at old socks. We're not Dobby the House Elf!
Some goods are exempt from being returned due to hygiene reasons. These include:
- Opened e-liquids
- Tanks / Atomisers / Pods which have been filled with liquid, used or removed from their sealed packaging.
- Vape Kits which have been filled with liquid or used
- Drip tips (mouthpieces)
- Opened coils or pods.
If you want to exchange your item, the quickest and easiest way is to re-order what you need and then use our freepost service to return the unused items for a refund. This way you will receive the correct items quickly and your refund will be processed once the items are back with us.
Once your return is received and inspected and assuming everything is in order, we will refund the product value excluding any postage charges originally paid, back to the payment method originally used. Please allow a few days for the funds to be received back into your account.
Late or missing refunds
If you haven’t received a refund within seven working days of returning your items, please contact us first to check they have been received back. If they have and we've processed your refund, please contact your card issuing bank or company but please bear in mind it may take some time before your refund is officially received back into your account. If you still have not received your refund, please contact us at firstname.lastname@example.org or on 01273 964 252.
Sale or clearance items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.