Refund policy

We are committed to providing a high standard of customer service, including a fair and transparent returns process. Please review the information below before submitting a return request.

1. Faulty or Incorrect Items

We will offer a refund, replacement, or exchange where:

  • Items are faulty, damaged, or not as described
  • The issue is reported within a reasonable timeframe

To process your request, please contact us with:

  • Order number
  • Description of the issue
  • Clear photos where applicable

2. Items Not Eligible for Return

For health, safety, and hygiene reasons, certain items cannot be returned once opened or unsealed, including:

  • Vape kits
  • Pods
  • Disposable devices
  • E-liquids

Unopened items may be considered for return subject to the conditions below.

Your statutory rights remain unaffected.

3. Order Cancellation

  • Orders can be cancelled shortly after placement, before processing begins
  • Due to our fast fulfilment process, cancellation may not be possible once the order enters packing

If your order has already been dispatched:

  • You may request a return within 14 days of delivery
  • Items must be returned before a refund is issued

4. Unwanted Items

You may return unwanted items if:

  • The request is made within 14 days of receiving your order
  • Items are unused, unopened, and in original packaging
  • Goods are returned within 14 days of approval

Returns that do not meet these conditions may be declined.

5. E-Liquid Policy

Due to product integrity and safety considerations:

  • E-liquids cannot be returned based on taste preference
  • Returns are only accepted if:
    • The wrong item was supplied, or
    • The product is faulty

We recommend trying smaller sizes when purchasing new flavours.

    6. Return Shipping

    • Customers are responsible for return postage unless the item is faulty or incorrect
    • If the return is due to our error:
      • We will reimburse reasonable return costs or provide compensation

    7. Refunds

    Once your return is received and inspected:

    • Refunds will be issued to the original payment method
    • Processing typically takes up to 3 working days after approval

    Please note:

    • We may reduce the refund if the item shows signs of use beyond reasonable inspection
    • Delivery charges are refunded at the standard shipping rate only, not premium options

    8. Important Notes

    • All returns must be authorised before being sent back
    • Items without original packaging (where required) may not be accepted
    • We reserve the right to refuse returns that do not meet the policy criteria