REFUNDS AND RETURNS POLICY
We very much hope you’ll be happy with the goods you purchase from us but if you’re not satisfied or you change your mind then this policy sets out what you can do.
There are a number of reasons why you might wish to return the goods and get a refund. It may be because the goods are faulty, they aren’t what you ordered or simply because you changed your mind.
Returns if you change your mind
If you live in the UK then you have the right to return goods within 30 days of receiving them. You can do this for any reason including if you have changed your mind. You can find more information about this in clause 9 of our terms and conditions.
What can’t be returned
You can’t return goods if they have been sealed for health protection or hygiene purposes (e.g. vape kits and coils) once you’ve unsealed them. If you want to return goods you must not unseal them.
This does not affect your statutory rights.
What to do to return the goods
If you want to return the goods please contact us by calling customer services on 01923 479 992 or emailing us at firstname.lastname@example.org. Please provide your name and order number or your name and home address.
The goods must be returned in saleable condition. This means that you must not have handled them more than you would have done in a store (for example, in a store you would not break the seal on a bottle). The goods must be unsealed and returned in their original packaging.
You must return the goods by posting them back to us at email@example.com. Please either include the returns slip or a note with your name and order number or, if you can’t find your order number, your name and address and the reason why you’re returning the goods. You must return the goods within 14 days of telling us you intend to do so.
We strongly recommend that you send the goods by Signed For First Class post to avoid the goods being lost in the post. We will not be able to refund you the price of the goods until you can prove that they were posted to us.
We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, please note the following:
- we may make deductions from the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop; and/or
- the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 1-3 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
We will refund you within 3 working days of the day on which we receive the goods back from you.
If the goods are not what you ordered
Sometimes we make mistakes and if we’ve sent you goods which are not what you ordered then please let us know by calling customer services on emailing us at firstname.lastname@example.org. Please provide your name and order number or your name and home address.
We will pay for the postage for returning the incorrect goods and will send you the correct goods as soon as possible.
If the goods were misdescribed
We aim to make sure that all of our goods are accurately described on our website but occasionally we make errors and if this occurs please let us know by emailing us at email@example.com. Please provide your name and order number or your name and home address.
We will pay for the postage for returning the misdescribed goods. We will either provide you with an exchange or refund to you the amount you paid for the misdescribed goods including the delivery cost. The refund will be paid within 3 working days.
If the goods are faulty
Occasionally goods purchased may stop working due to a manufacturing fault. We’re aware that this is very inconvenient for you and we aim to resolve issues of this kind with the minimum fuss.
If the goods you’ve purchased stop working within six (6) months of the date on which you received them then we will offer you a refund or exchange. You can find more information about this in clause 11 of our terms and conditions.
What to do if you believe the goods are faulty
Please email us at firstname.lastname@example.org for advice. There may be fixes for the goods which we can help you with to make sure there’s not another reason that it’s not working as you expect. Please note this does not apply to coils and juices as these are perishable items.
If the fixes are unable to resolve the fault, we’ll provide you with a free returns postage label and request that you put the item in the post to us as soon as possible.
Once we’ve received the goods we will either provide you with an exchange or refund to you the amount you paid for the goods including the delivery cost. The refund will be paid within 3 working days.