Refund & Returns Policy
Something wrong with your order? We fix it. Your choice, our problem to solve — no runaround.
01Got A Problem With Your Order?
Contact us using the details below and tell us what’s gone wrong — wrong item, faulty product, damaged in transit, or anything else. You will then be offered your choice of:
- A full refund, or
- A replacement of the same product, or
- An exchange for different stock of equal value.
The decision is yours — we’ll act on whichever option you choose.
| Order type | Report the issue within |
|---|---|
| Local delivery | 48 hours of receiving your order |
| Long-distance / courier delivery | A flexible window, accounting for shipping delays or courier issues outside your control |
02Opened Or Used Products
Because of the nature of vaping products, once an item has been opened or used we’re not able to offer a refund on it. That said — get in touch anyway. Our team will always try to sort out the issue with you, whether that’s troubleshooting a device, offering advice, or finding a fair resolution.
03Your Right To Cancel (Online Orders)
If you bought online, the Consumer Contracts Regulations 2013 give you 14 days from delivery to change your mind and cancel, for any reason, on unopened, unused items. This right does not apply once a sealed item such as e-liquid, pods, coils, or disposables has been opened or used, for hygiene and safety reasons.
04How To Start A Return
- Contact us — phone or email, whichever’s easiest for you.
- Tell us your order number and what’s wrong.
- We’ll confirm your options (refund / replacement / exchange) and next steps.
- Bought online? You can post the item back or bring it into our Worcester store — whichever’s easier for you.
Who pays return postage:
- Faulty or damaged item: we cover it. Every faulty return is refunded, and we pay the return postage.
- Changed your mind / ordered the wrong item (non-fault return): the customer covers return postage.
05Refund Timing
Once a refund is agreed, we process it to your original payment method within 3–5 business days. It may take a few extra days to show on your bank statement, depending on your bank.
06In-Store Purchases & Returns
The same options — full refund, same-item replacement, or different-stock exchange — apply to purchases made in our physical shop. Bring your receipt or order confirmation where possible. Orders placed online can also be returned in person at our store — you’re not limited to posting things back.
