Last Updated: 29/11/2025

This Returns & Refunds Policy applies to all purchases made via our online store by customers located in the United Kingdom. It is designed to comply with your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your legal rights.

1. Eligibility to Purchase (Age 18+)

• By placing an order, you confirm that you are at least 18 years old.
• If we discover that an order has been placed by a person under 18, we reserve the right to cancel the order and issue a refund for any payments received, minus any reasonable costs incurred (e.g. delivery, returns).

2. Cooling-Off Period (Change of Mind)

• For most products, you have a legal right to cancel your order for any reason within 14 calendar days from:
  • the day after you (or someone you nominate) receives the goods; or
  • if the goods are split into several deliveries, the day after the last item is received.
• To exercise your right to cancel, you must clearly inform us in writing (e.g. email) within the 14-day period that you wish to cancel.
• You then have a further 14 days from the date you notify us to return the goods.

3. Products Excluded from Change-of-Mind Returns

For health, hygiene and safety reasons, the following items cannot be returned for a refund or exchange if they have been opened, used, or their sealed packaging has been broken (unless they are faulty):

• Opened e-liquids or nicotine shots.
• Opened disposable vapes.
• Coils, pods or cartridges that have been unsealed or used.
• Mouthpieces, drip tips and any other product that comes into direct contact with the mouth once unsealed.

We may also refuse returns where products show signs of misuse, modification, or customer-induced damage. Your statutory rights in relation to faulty or mis-described goods are not affected.

4. Condition of Returned Items

• For change-of-mind returns, items must be:
  • unused and unopened;
  • in their original packaging with all seals intact (where applicable);
  • in a resalable condition.
• Please ensure items are packaged securely for transit. We are not responsible for goods damaged or lost in transit when you arrange the return.

5. Faulty, Damaged or Incorrect Items

• If an item arrives damaged, faulty or not as described, please contact us as soon as reasonably possible, providing:
  • your order number;
  • a description of the issue; and
  • photos or videos showing the fault/damage where possible.
• Under the Consumer Rights Act 2015:
  • you have a short-term right to reject faulty goods within 30 days of delivery for a full refund;
  • after 30 days, we may offer a repair or replacement in the first instance, and a partial refund if a repair or replacement is impossible or disproportionate.
• We reserve the right to inspect or test goods to verify the fault before issuing a repair, replacement, or refund.

6. How to Return Items

• Contact our customer service team first to let us know you wish to return an item and to obtain instructions.
• Unless the item is faulty, damaged, or incorrectly supplied, you are responsible for the cost of returning the goods to us.
• Please obtain proof of postage and, where possible, use a tracked service. We cannot process a refund if we do not receive the returned goods.

7. Refunds

• Refunds will normally be issued to the original payment method used for the purchase.
• Where you are exercising your cooling-off rights:
  • we will refund the price you paid for the goods, subject to any permitted deductions for loss of value caused by unnecessary handling; and
  • we will refund the basic cost of delivery. If you chose a premium delivery service (e.g. next-day), we will only refund the cost of our standard delivery option.
• If we find that returned items have been used, damaged, or are not in a resalable condition (for non-faulty returns), we may make a reasonable deduction from your refund or refuse the refund, in line with your statutory rights.

8. Handling Time for Returns

• Once we receive your returned item(s), please allow up to 7 working days for us to:
  • inspect the goods;
  • process your return; and
  • issue any applicable refund or arrange a replacement.
• Once processed, refunds may take additional time to appear in your account depending on your bank or payment provider.

9. Exchanges

• We may offer an exchange for unopened, non-excluded items returned within the cooling-off period, subject to stock availability.
• Where an exchange is not possible, we will issue a refund in line with this policy.

10. Your Statutory Rights

You have legal rights in relation to goods that are faulty, not as described, or not of satisfactory quality. Advice about your rights is available from your local Citizens Advice Bureau or Trading Standards office. Nothing in this policy is intended to limit or exclude your statutory rights.