REFUNDS, EXCHANGES AND WARRANTIES

You made a Mistake when placing an order

If you have made a mistake with your order, get in touch as soon as possible. We will try to capture the order before processing, but please be aware that this is not always possible. If it is too late to change the order, please see below for ‘Unwanted Product’

We will only refund the cheapest postage for any items returned. (2^nd class Royal Mail untracked)
We won’t refund postage if the return is for unwanted products or if a product is not deemed defective.

Your Order hasn't Arrived

If your order is not with you within 7 working days, please use our Contact form with your 6 digit order number and full postal address. We will then contact the courier to see what the delay is. Please note, that it can take upto 10 days for the courier to resolve and update us. During this time we won't be able to refund or resend the items. Please see our Shipping policy for more details. 

Unwanted Products

Unwanted hardware, apart from liquids and disposables, can be returned, at your own expense, for a product refund (this excludes any postage) within 14 days of delivery, as long as all the following conditions are met:

• Product is in its original, unopened, packaging
• Product is in resaleable condition with no damage to packaging or goods. 
• Product is sent back with postage paid by yourself
• You have contacted and received authorisation to return using the contact us form on the website.
• PLEASE NOTE: Consumables, such as liquids, Drip Tips, pods, coils and disposables are non-returnable.

Exchanges

If you want to exchange your item, the quickest and easiest way is to re-order what you need and then email us for instructions on how to return unused/unopened items for a refund. This way you will receive the correct items quickly and your refund will be processed once the items are back with us.

Wrong products

While we try our best to avoid them, we occasionally make a mistake. You must check your items before opening and using. Get in touch with us using our contact us. Before a refund can be provided the following conditions must be met:

• Products are unopened and unused (Always check your order 1^st)
• Upload a photo of the packing slip
• Upload a photo of what you received
• Provide your 6 digit order number (eg #123456)
• Briefly explain the error
• You have returned the wrong items

Disposable Devices

Disposable devices are no longer covered by any warranty for the following reasons:

• Disposable devices are consumable, oral products therefore for purposes of hygiene we cannot accept them back in returns for inspection. 
• All Puff Counts are a guide from the manufacturer. Users vape in different ways, for example, taking longer or harder puffs will lessen the time that a vape is usable. You can expect a disposable to last from ½ day to a few days.
• Claims for dead on arrival or lack of taste cannot be validated by ourselves due to hygiene reasons and will no longer be covered by any warranty.
• Disposables are not made to last. If you want to vape long term, you should consider the wide range of non-disposable kits which you can charge, replace coils/pods and refill often.

Hardware – Non-Disposable Kits, Mods and Tanks

All non-disposable Kits, Mods and Tanks come with a manufacturer’s warranty. On purchase it becomes your responsibility to register your product with the brand/manufacturer. Details will be in the literature in the box.

We offer a 30 day guarantee from the date received. We don’t cover faults caused by incorrect assembly, neglect, misuse or wear & tear. If a product has been damaged by the customer, we reserve the right to refuse a refund or claim.

If your Kit, Mod or Tank becomes faulty within 30 days of purchase or delivery, then please contact us via the website with full details and upload any picture/video evidence. We may email/telephone you to do some troubleshooting to resolve the issue. 

If we cannot address the issue remotely, we will authorise your product for return. You must return it in its original packaging with all parts for a full inspection and testing of the product. Once tested, if the product is deemed to be defective, we will contact you regarding a refund. (Exchange may not always be possible).

Coils, Atomizers and Pods

Coils, pods and atomizers are NOT covered by warranty. They are a working part of your device and have a limited life span. You must ALWAYS soak a new coil for at least 15mins before vaping. The lifespan of your coil/atomizer will be significantly impacted by the types of liquids, wattage and coil resistance you use.

For example, using high wattage (subohm devices) for 50/50 liquids will cause the coil to burn quickly. See below for further guidance. Expect a coil to last between 3-14 days when using the correct liquids and wattage.

For guidance only. These may differ to the manucturer’s recommendations. Please check the information that comes with your coils/atomizer/pods.

• 2Ω 7-13W
• 8Ω 12-15W
• 5Ω 20-50W
• 4Ω 25-40W
• 3Ω 35-50W
• 2Ω 50-75W
• 1Ω 75-90W

Damaged Products – Hardware

If you unpack a product and find it damaged, please contact us immediately or at least within 48 hours of delivery. Keep all packaging and parts as we will need these when we check the device. We will be unable to consider your claim outside the 48 hour, timescale.

Brand/Manufacturer Warranty

Please read through the literature that came with your device. This will include warranty information covered by the manufacturer’s warranty. The following links may provide other information about the brands warranty or further guidance.

Aspire: https://www.officialaspire.co.uk/aspireukwarranty
Eleaf: https://www.eleafworld.co.uk/warranty-and-safety-information
GeekVape: https://www.geekvape.com/support/warranty/
Innokin: https://www.innokin.com/warranty
Lost Vape: https://www.lostvape.com/warranty/
Oxva: https://www.oxva.com/pages/contact
SMOK: https://eu.smoktech.com/support/warranty?id=0  
Uwell: https://www.myuwell.com/after-sales-policy.html
Vaporesso: https://www.vaporesso.com/warranty
Voopoo: https://shop.voopoo.com/pages/warranty

Shipping and delivery policy

We offer 5 delivery methods depending on your location. No signature is required, but a PIN number will be supplied by DPD if picking up from a shop

1. DPD Next day (Mon - Frid, occasionally weekends)
2. DPD Ship to Shop
3. DPD 2 Day for Northern Ireland
4. RM Next Day (Mon-Sat) for Jersey, Guernsey, Isle of Wight, Isle of Man, Scottish Highlands and Islands
5. Free Store Pickup in Washington

We supplement the postage so that you, the customer, have the most efficient courier service at no extra cost. If your parcel is delayed, there will be no refund of postage. Free deliveries on orders over £40.

IMPORTANT

Use the tracking provided by the courier to provide delivery instruction. If you don't want your parcel left with a neighbour, safe place or pickup shop, you must let the courier know. If you request a safe place this is at your own risk. If your safe place is a porch then this must be unlocked otherwise the courier may leave outside the porch.

If your order was left at a Pickup shop, you must collect within 6 days otherwise it will be returned to us. We will then refund your order excluding any postage that DPD still charge us (Attempted Delivery £4.50 & Return £4.50)

Please check your address, email and phone number are correct when placing an order. The courier will use this information. If you have entered your address wrongly and it is returned to us, we will refund the order excluding postage (£4.50 for attempted delivery and £4.50 return, which is what the courier will still charge us). 

If you have entered a wrong address and the parcel is unretrievable we will not offer a refund. 

Shipping and delivery

Once your order is confirmed and paid for, and the Age Verification is successful, it will be processed within 1-2 business days (this excludes weekends and holidays). 

• You will receive a notification when your order has processed. Orders taken after 4pm will be processed and dispatched the next business day (Not weekends and bank holidays).
• You will receive a further email from the courier on the evening the parcel is dispatched. 
• Please note, if the Age Verification is pending or fails, we won't be able to ship your parcel. Please see our Age Verification Policy. 

If your order is after 4pm on Friday, a Saturday or Sunday, we will process on Monday (or the next business day if this falls on a bank holiday). Occasionally we will process Sunday, but this isn't guaranteed. 

Once processed, the courier will deliver your package the next day (Mon-Frid) using their Express24 service (or 2 day service for Northern Ireland). You will receive update emails direct from the courier. If you parcel is delayed wait 5 days before contacting us. Delays can happen for various reasons. After 5 days we will be able to report to the courier. 

We are sorry but there are no postage refunds for delayed parcels. 

Returned to consigner due to address, email, phone error or cancellation

If your parcel is returned to us unopened, we will refund your order after the deduction of postage. (£4.50 for attempted delivery and £4.50 return, which is what DPD will still charge us)

Cancelled orders

If you cancelled your order after it was processed, we may not be able to retrieve it before going to the courier. In this case, we would have to still charge for the attempted delivery and return, as above. 

If you cancel the same day we will try to cancel before it is processed, but our processing times are fast so that we can meet the Next day delivery deadlines. 

Delays

In the majority of cases, delivery will be the next business day if ordered before the 4pm Monday to Thursday. Occasionally drivers have to change the delivery day because of unforeseen circumstances, such as roadblocks/congestion, industrial action and weather, but they will notify you and rearrange the delivery. For this reason, we do not guarantee next day delivery and we do not offer refunds on postage.

If your parcel has been delayed for more than 7 working days, please use the contact form to let us know: Contact Us

After 7 days of not receiving your parcel, we will contact the courier. The courier will then use their own processes to check delivery photos, location, conduct a parcel search and contact the depot and driver. This can take up to 10 days. 

Royal Mail

For Isles of Scilly, Jersey, Guernsey, Isle of Man and the Scottish Highlands and Irelands, we use Royal Mail Next day delivery service. (Next day is the next business day after we have processed and shipped your order).

Domestic Shipping Rates and Estimates

Payment Methods

We offer three methods of payments.

1. Card payment accepting most credit cards

2. Banking app- Earn cash rewards by paying with Super payments. This option requires you to have the banking app on your device, but it is a quick and secure method for paying that is a good alternative to bank transfer or credit card payments.

3. Bank Deposit - This method isn't automated, so you will need to make a manual payment via your banking app or online banking. Follow the instructions carefully when completing your order.