Returns & Refunds
Please read our returns policy carefully before sending any products back to us.
If you believe your order is faulty, damaged, incorrect or you need help with a return, please contact our customer service team first so we can advise you on the correct process.
Our Returns Policy
We want you to be happy with your purchase. If you have an issue with your order, please contact us as soon as possible and provide your order details together with information about the problem.
Returns must be agreed with us before an item is sent back. Unauthorised returns may not be accepted.
Before Returning an Item
- Contact our customer service team before posting anything back.
- Have your order number available.
- Tell us why you would like to return the item.
- Follow the return instructions provided by our team.
Faulty or Damaged Products
If your item arrives damaged, faulty or develops a fault, please contact us before attempting to return it.
Where appropriate, we may ask for photographs, videos or other information to help us assess the issue. Once the problem has been reviewed, we will advise you on the next steps.
- Do not dispose of a faulty product before contacting us.
- Keep the original packaging where possible.
- Provide clear details of the problem when contacting us.
Incorrect Items
If you have received an item that is different from what you ordered, please contact us as soon as possible.
We will review the order and provide instructions for returning the incorrect item where required.
Unwanted Items
If you have changed your mind about an item, please contact us before returning it.
Any applicable return must meet the conditions set out by our returns policy and applicable UK consumer regulations.
Return Conditions
- Returns must be authorised before being sent to us.
- Products should be returned securely packaged.
- Items should be in the condition required for the applicable return.
- Please follow the return instructions supplied by our customer service team.
Return Postage
Return postage arrangements can vary depending on the reason for the return.
Please contact us before sending your parcel so that we can confirm the correct procedure for your particular situation.
Refunds
Once a returned item has been received and assessed, any approved refund will be processed using the applicable payment method and in accordance with our returns policy and applicable consumer rights.
Return Address
Please do not send a return to an address shown elsewhere on the website without first contacting us.
Need Help With a Return?
Our team is here to help. Please contact us before sending your item back so we can guide you through the correct process.
Contact OrderVapePlease retain your proof of postage until your return has been fully resolved.