Refunds & returns policy

We want you to be happy with everything you buy from us. This policy sets out your rights to cancel, return and get a refund. Nothing in it affects your statutory rights.

Your right to cancel (14-day cooling-off)

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason within 14 days of the day you receive it. To exercise this right:

• Tell us you want to cancel within 14 days of delivery. A clear email is fine.
• Return the goods to us within 14 days of telling us, unused and unopened.
• We'll refund the goods plus the cost of our cheapest standard delivery within 14 days of receiving the return (or of you proving you've sent it).

Because of the hygiene exemption below, the cooling-off right doesn't apply to sealed products that have been unsealed after delivery.

30-day returns

On top of your statutory rights, we accept returns of unopened, unused products in their original packaging within 30 days of delivery. Contact us before sending anything back and we'll confirm the return and how to send it.

Hygiene exemption: what we can't take back

For health protection and hygiene reasons, we can't accept returns of the following once the seal or packaging has been opened, unless the product is faulty:

• E-liquids and nicotine salts
• Pods, cartridges and coils
• Drip tips, mouthpieces and any product that has been used or vaped

Faulty goods

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described. If something you've bought from us is faulty:

• Within 30 days of delivery you can reject it for a full refund.
• After 30 days (and within six months) we'll offer a repair or replacement first; if that fails, you're entitled to a refund.
• We'll cover the reasonable cost of returning a faulty item.

How to return something

Contact us first so we can authorise the return and give you instructions. Then send the item, well packaged, to: Unit 1A Park Road, Holmewood, Chesterfield, S42 5UY. Unless the item is faulty, return postage is at your cost, and we recommend a tracked service. The goods are your responsibility until they reach us.

Refunds

Refunds go back to the original payment method. We process them within 14 days of receiving the return, and typically much sooner; your bank may take a few extra days to show the money in your account. If you cancel a whole order under the cooling-off right, we also refund the outbound delivery charge at our standard rate.