A. Your Order hasn't Arrived

If your order is not with you within 5 working days, please contact us with your 6 digit order number. We will then contact the courier to see what the delay is. Please note that it can take up to 10 days for the courier to recover a missing parcel. During this time we won't be able to refund or resend the items. After this time, if your parcel is deemed lost by the courier, we will resend or refund the order. Please see our Shipping policy for more details.

B. Unwanted Products

If you no longer want your product contact us immediately. We offer refunds if the following conditions are met. can be returned at your own expense for a 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 sent back with the correct postage paid by yourself
  • You have contacted us and received authorisation to return

PLEASE NOTE: Consumables, such as liquids, Drip Tips, pods, coils and disposables are non-returnable.

C. You made a Mistake When placing an order

Contact us 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, you can return the product under the same conditions as B. above.

D. Exchanges

If you want to exchange your item, the quickest and easiest way is to re-order what you need and 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. Postage is not refundable.

E. Wrong products sent

Contact us immediately us using our contact us form. While we do all we can to avoid mistakes, they occasionally occur. You must check your items before opening and using. Before a refund can be provided the following conditions must be met:

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

We will request that the wrong products be returned to us. Once we have checked these, we will provide a refund or send the correct ones. (Lower valued products will be refunded rather than resent).

DO NOT send any products back without our authorisation and without our return address. 

F. Disposable Devices

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

  • Disposable devices are consumables and oral products therefore we cannot accept them back in returns for inspection due to hygiene reasons.
  • 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 a more sustainable method of vaping, we recommend the Kits that are refillable and rechargeable. We have a wide range of these on our website and will be happy to provide more guidance via Whatsapp.

G. Hardware – 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 or tampered with, we reserve the right to refuse a refund or replacement.

If your Kit, Mod or Tank becomes faulty within 30 days of purchase or delivery, then please contact us 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. Once inspected and tested, if the product is deemed to be defective, we will contact you regarding a refund/replacement. (Replacements may not always be possible).

H. 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 or pod 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.

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

  • 1.2Ω 7-13W
  • 0.8Ω 12-15W
  • 0.6Ω 15-25W
  • 0.4Ω 25-40W
  • 0.3Ω 35-50W
  • 0.2Ω 50-75W
  • 0.1Ω 75-90W

I. Damaged or Faulty Products – Hardware

If you unpack a product and find it is 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. 

Please note,

  • If sending back to us, we will refund 2nd class postage only. 
  • We will be unable to consider your claim outside the 48 hour, timescale.

J. 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.