Returns, Cancellations & Warranty Policy
We do not provide products on a “sale or return” or “trial” basis. However, unwanted, incorrect, or wrongly ordered items can be returned within 14 days of ordering if the following conditions are met:
1. General Conditions for Returns:
– Products must be returned in their original packaging, including all accessories and components.
– Products must be in an “as new” condition, making them suitable for resale.
– Liquid products cannot be returned unless they are faulty or damaged.
– All returned products must be unopened and unused.
2. Liquid Items:
– Liquid items, including nicotine, propylene glycol, and vegetable glycerine, are consumable and bespoke. Therefore, once shipped, they cannot be returned or exchanged unless faulty. This ensures the product has not been tampered with or opened.
– Please test each liquid item independently upon delivery. If an issue is discovered after mixing, only the faulty item will be considered for further action.
3. Non-Liquid Items:
– Items such as hardware and empty bottles that are non-liquid can be returned if they meet the conditions mentioned above.
– You are responsible for the cost of returning unwanted or wrongly ordered goods, including obtaining adequate insurance and providing proof of delivery (tracking). Any returned items received without proof of delivery or a note specifying the return will not be credited.
– We must be notified before any returns are made to validate your request.
4. Restocking & Postage Fees:
– For unwanted, incorrect, or wrongly ordered items, the original postage cost will be deducted from your refund. Additionally, a 20% restocking fee may be applied at our discretion.
– If you request alternative items to be sent, any additional postage costs must be covered before shipping the replacement items.
5. Faulty Items:
A faulty item is defined as:
– Visibly incorrect (e.g., being sent a freebase nic shot instead of a salt nic shot).
– Different viscosity than purchased (e.g., incorrect PG/VG ratios).
– Observable levels of oxidation as determined at our discretion (particularly for freebase nicotine, as most nicotine salts naturally appear darker).
– Faulty items must be unused to be eligible for return. We do not provide credit or replacements for used items.
– Personal preferences in taste or minor differences between product descriptions and perceived taste do not qualify an item as faulty.
6. Refunds for Non-Fault Returns:
– For orders cancelled before shipping or returned due to an incorrect address, the original shipping cost, 10% of the total order value, and a £2.00 processing fee will be deducted from the refund.
– We do not provide return labels. All returned items are at the customer’s expense.
7. Re-Delivery Fees:
– If you wish to have the parcel dispatched again after a return, you will need to pay a re-delivery fee plus £1.00 to cover additional handling costs.
8. Disclaimer:
– This policy does not affect your statutory rights. You are entitled to a refund or replacement if goods are deemed damaged or faulty.
– Damaged or faulty items can only be replaced within the 14-day warranty period, provided sufficient evidence is sent to us.
– Orders cannot be cancelled or refunded after they have been marked as complete or shipped. If a refund is required, the items must be returned in accordance to this Returns Policy.
9. International Orders:
– For international orders, a refund or replacement can only be issued if the parcel has not been delivered to an EU or international country 30 days after the parcel has left the UK (as confirmed by tracking information).
– If your local customs return a parcel to us (due to regulations or customs declaration issues), a refund will be provided minus any postage costs. In addition, 10% of the total order value, and a £2.00 processing fee will be deducted from the refund. If we are charged a return fee by the courier, this will also be deducted.
– If you would require a re-shipping instead of a refund, you will only be charged a reshipping fee.
– We are not responsible for parcels seized by customs, and no refund will be given unless the items are returned. For disposed or destroyed items, no refund will be provided.
10. International Customers Responsibility:
– By placing an international order, you acknowledge your responsibility for adhering to local import laws and regulations.
– You are responsible for any customs fees or restrictions related to your order.
By placing an order on our site, you confirm that you have read, understood, and accepted our Returns, Cancellations & Warranty Policy, as well as the Disclaimers & Terms.