Refund policy
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 will 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:
- 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 due to health protection and hygiene reasons.
C. Order Mistakes
If you made a mistake when placing your order, contact us as soon as possible. We will try to intercept the order before processing, but this may not always be possible.
If it is 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 will issue a refund. Postage is non‑refundable and will be deducted from the refund.
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 will 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. Coils, Replacement Pods & Prefilled Pods
Coils, empty replacement pods, and prefilled pods are classified as consumable oral items. Due to health protection, hygiene reasons, and their limited lifespan, they are not covered by a standard hardware warranty once unsealed.
- Hygiene & Health Protection: Under UK distance selling regulations, once the hygienic blister pack or outer seal of a coil or pod is broken, it is strictly non-returnable and cannot be accepted for health and safety reasons.
- Unverifiable Claims: Claims for a burnt taste, premature burning, minor leaking, or lack of flavour cannot be objectively tested or validated by us once the product has been saturated with e-liquid, and are therefore non-refundable.
- User Setup Error: Lifespan and performance depend entirely on individual user habits, liquid type, and device settings. Flooding, burning, or leaking caused by improper priming or using incorrect wattages cannot be covered.
Note: We can only accept returns on coils or pods if they are completely unopened, unsealed, and in their original packaging, subject to the conditions in Section B.
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.
In accordance with the UK Consumer Rights Act 2015, we offer a 30‑day short-term right to a refund if your hardware develops an inherent manufacturing fault. To exercise this right, the item must be returned to us for formal testing and inspection to verify the fault.
We do not cover faults caused by incorrect assembly, misuse, accidental damage, leaking e-liquid into the electronics, neglect, or standard wear and tear. If the product is physically damaged, altered, or tampered with, the fault cannot be validated and we will refuse a refund or replacement.
If your item becomes faulty within 30 days, please contact us with full details and photo/video evidence. We will authorize a return for inspection. If our testing confirms a genuine manufacturing defect, we will issue a full refund or replacement (subject to availability) and cover up to £3.50 for 2nd class return postage. Items must be returned in original packaging with all included parts.
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