Our products carry a 14-day customer satisfaction guarantee. If you are not satisfied, simply return the unopened product for a full refund less any shipping charges. If you wish to return an opened item then there will be a restocking fee deducted from your refund. In order to process a refund, you will need your order reference number (obtained from your order confirmation). No order will be refunded without a valid order reference number. Your acceptance of the terms of purchase means you agree to and understand the refund policy.
We take customer satisfaction very seriously. All of our products are tested for quality, and all shipments are carefully inspected before leaving our warehouse.
Please check your shipment carefully upon arrival to ensure it has not been damaged during shipping. All claims for damaged product must be made with 72 hours. If damage has occurred, please contact us and provide detailed information within that time.
Damaged goods claims will be processed within 5 working days of notification, as will shortfalls in an order.
In the unlikely event that your parcel is lost in transit, please contact us about this as soon as possible so that we can investigate further.
If the parcel does not arrive and tracking confirms there is no update, our company policy is to reship the package. If tracking confirms the item has been received and signed for but the customer has still not received it, again we can offer a reship upon completion of further investigation by shipping company (Royal Mail etc). This further investigation usually takes around 3-5 working days to complete once you have contacted us.
As company policy we do not offer refunds on lost parcels without firstly processing one reship to fulfil the original order.
In the event that the you mistakenly ordered the wrong product, we will refund the cost of the goods (less the initial delivery charge) when they are received back in a re-saleable condition. The cost of return shall be paid by the Buyer and will not be refunded.
All goods that are being returned must be re-packed to the same standard of protection as when the Buyer received them. Returned goods that are damaged in transit due to poor packaging will not be refunded and will be returned to the Buyer.
All returns must be sent back to the Seller by registered post or by other means that require a signature of receipt of the goods at the Sellers warehouse or reception.
Our returns guarantee covers any manufacturer defects and covers any repairs, or replacements if deemed to be faulty or beyond repair. If the product has been damaged in any way by the customer we reserve the right to refuse a refund or return.
E-Liquids will only be accepted for return if they are in a re-saleable condition, unopened and the tamper proof protection remains intact.
Goods that appear not to work with particular hardware are often labelled as being faulty. However, this is not usually the case. If the items show to be faulty after the Seller has tested the products, the Buyer shall then be refunded for the return postal charge + the goods cost at time of purchase. However, if the items returned are only incompatible, the Seller cannot refund the cost of postage. As the items are not faulty, the Seller cannot accept responsibility for this. It is therefore, the responsibility of the Buyer to check any compatibility information available prior to purchase
This does not affect the Buyers statutory rights.