Refunds, Exchanges & Warranties
A. Order Not Received
If your order hasn't arrived within 5 working days, please contact us with your 6-digit order number. We'll contact the courier to investigate. Please allow up to 10 days for the courier to resolve the issue. During this time, we cannot refund or resend items. If the parcel is deemed lost, we will offer a refund or resend. See our Shipping Policy for details.
B. Unwanted Products
If you no longer want your product, please contact us immediately. Refunds are available if the following conditions are met:
- Product is in original, unopened packaging
- Return postage is paid by you
- You have received return authorisation via our contact form
Note: Consumables such as liquids, drip tips, pods, coils, and disposables are non-returnable.
C. Order Mistakes
If you made a mistake when placing your order, contact us as soon as possible. We'll try to intercept the order before processing, but this may not always be possible. If it's too late, you may return the product under the same conditions as section B.
D. Exchanges
To exchange an item, we recommend placing a new order for the correct product and contacting us for return instructions. Once we receive the unused/unopened item, we'll issue a refund. Postage is non-refundable.
E. Incorrect Items Sent
If you received the wrong item, please contact us immediately. Before a refund can be issued, the following conditions must be met:
- Items are unopened and unused
- Photos of the packing slip and received items are provided
- 6-digit order number is included
- Brief explanation of the error
We may request the incorrect items be returned. Once inspected, we'll issue a refund or send replacements. Lower-value items may be refunded rather than resent.
Do not return any items without authorisation and our return address.
F. Disposable prefilled pods
Prefilled pods are not covered by warranty due to the following:
- They are consumable oral products and cannot be returned for inspection
- Puff counts are manufacturer estimates and vary by user habits
- It is important to follow the set up instructions. Some pods contain bungs that need to be taken out first, but other require the bungs to be kept in place. Leaks are usually caused by the wrong set up, which we are unable to validate.
- Claims for lack of taste, leaks or dead-on-arrival cannot be validated
G. Hardware – Kits, Mods & Tanks
All non-disposable kits, mods, and tanks include a manufacturer's warranty. You must register your product with the brand using the instructions provided in the box. We offer a 30-day guarantee from the date received.
We do not cover faults caused by incorrect assembly, misuse, neglect, or wear and tear. If the product is damaged or tampered with, we reserve the right to refuse a refund or replacement.
If your item becomes faulty within 30 days, please contact us with full details and photo/video evidence. We may attempt troubleshooting remotely. If unresolved, we'll authorise a return. Items must be returned in original packaging with all parts. If deemed defective, we'll issue a refund or replacement (subject to availability) and refund up to £3.50 for 2nd class postage.
H. Coils, Atomizers & Pods
These items are not covered by warranty due to their limited lifespan. Always soak new coils or pods for at least 15 minutes before use.
Lifespan depends on liquid type, wattage, and coil resistance. Using high wattage with 50/50 liquids can cause premature burning.
Typical lifespan: 3–14 days with proper use.
Recommended Wattage (Guidance Only):
- 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 your product arrives damaged, please contact us immediately or within 48 hours of delivery. Retain all packaging and parts for inspection.
- We refund 2nd class postage only
- Claims outside the 48-hour window cannot be considered
J. Manufacturer Warranty Links
Refer to your product's documentation for warranty details. Additional brand-specific resources: