Terms of Service
These Terms of Service (hereinafter referred to as “Terms”) govern the purchase of products from WK Holdings LTD T/A Nicotine Den (hereinafter referred to as “Nicotine Den,” “we,” “us,” or “our”). By accessing our website or placing an order, either through the website or through an order set up on your behalf, you fully agree to comply with and be bound by these Terms. Please read these Terms carefully before placing any order, as they form a legally binding agreement between you (hereinafter referred to as “Customer,” “you,” or “your”) and Nicotine Den. By proceeding with a purchase and ticking the agreement box at checkout, you acknowledge that you have read, understood, and accepted these Terms.
1. Data Information & General Conditions
1.1
By using our website, you confirm that you accept and agree to our Privacy Policy and Cookie Policy. You agree that any personal information provided through the website will be processed in accordance with these policies.
1.2
You acknowledge that all information on the Nicotine Den website, including product descriptions, may not always be current, accurate, or complete. Product images are for illustrative purposes only and may not reflect the exact product description or contents. You accept that variations in product descriptions may occur.
1.3
All communications, inquiries, and support requests must be directed to our official support email at [email protected]. We shall not be responsible for communications sent to any other email address or platform.
1.4
We do not retain sensitive payment information, such as credit card or bank account details, on our systems. All payment information and transactions are processed securely through accredited third-party payment gateways. We shall not be liable for any losses incurred as a result of unauthorised access to your payment data, provided such access is beyond our control.
1.5
If you wish to make any changes to your order, such as correcting or modifying details, you must inform us before the order is marked as “completed.” Once an order is completed, modifications, especially to the billing address, will not be permitted.
1.6
Customer accounts created on our site must remain active, with at least one login every 24 months. Inactive accounts may be subject to deletion without notice. Please note that you may place an order without creating an account.
1.7
By opting into our email marketing communications, you grant Nicotine Den the right to use your email address for the purpose of sending newsletters, offers, promotional materials, and updates. Your data will be securely managed and will not be shared with third parties beyond what is necessary for business operations, in accordance with our Privacy Policy.
2. Nicotine Den’s Goods & Products
2.1
Nicotine Den strives to offer products made from the highest quality ingredients. However, we reserve the right to change the supplier or source of our ingredients without prior notice. Such changes may occur due to supply issues or to improve the quality of our products.
2.2
By placing an order for nicotine products with a concentration exceeding 20 mg/ml, you warrant that either you, or an individual authorised to place the order on your behalf, will use these products solely in the manufacture of goods that comply with the Tobacco and Related Products Regulations 2016 (TRPR) or are exempt from these regulations. You further warrant that these products are not being ordered for retail sale in concentrations exceeding 20 mg/ml of nicotine.
2.3
All products supplied by Nicotine Den are compliant with the Tobacco Products Directive (TPD) or are otherwise exempt from its requirements.
2.4
The ingredients used in our products are sourced from reputable suppliers within the United Kingdom and the European Union.
2.5
Our products are hand-mixed according to your specific requirements. As such, slight variations in the final volume of the product may occur. However, Nicotine Den ensures that the amount of product delivered will be equal to or greater than the quantity ordered. All mixing is done using appropriate safety equipment and measures.
2.6
We recommend that all packages containing liquids be opened over a sink to mitigate the risk of spills. It is your responsibility to inspect packaging, including bottle tops and inserts, for any signs of looseness or damage upon receipt.
2.7
If you are unsure about a product, we advise that you purchase smaller quantities for trial purposes before committing to a larger order. As per our Returns Policy, we do not accept returns of used liquids.
2.8
All products must be inspected upon delivery. Any visible defects or issues must be reported to us before the product is used. Defects identified after the product is used will not be eligible for return or refund.
2.9
For international orders, packages will be discreetly labelled and shipped to facilitate smooth delivery through customs and other regulatory authorities.
2.10
All prices displayed on the website include Value Added Tax (VAT) unless otherwise specified. VAT is only applicable to UK customers, while international customers will see the same full price without VAT being charged or stated.
3. Couriers & Shipping
3.1
We use trusted courier services to deliver products worldwide. Should any issues arise upon receiving your package, you must provide us with clear photographic evidence of the problem, including images of the product and packaging, within 72 hours of delivery. These should be submitted to [email protected].
3.2
It is your sole responsibility to request tracking details from us once your order has been dispatched. You must ensure that someone is available to receive and sign for the package upon delivery. If no one is available to sign for the package and the delivery is missed, the package may be returned to us, and you will be responsible for paying the standard re-shipping fee. In such cases, any refund provided will not include the original shipping costs.
3.3
If a parcel is returned due to incorrect or incomplete shipping address information provided by you, you will be required to cover the re-shipping costs. Any refund provided in such cases will exclude the original shipping costs and may be subject to a restocking fee of up to 20% of the order value.
3.4
If a delivery attempt is unsuccessful, it is your responsibility to contact the courier directly to arrange for re-delivery or to collect the package from a designated collection point. We will provide the necessary details to facilitate this process.
3.5
If delivery is unsuccessful, the courier may leave the package with a neighbour or arrange a collection from a nearby sorting office or collection point. You will be responsible for collecting the package in a timely manner. Failure to collect the package may result in additional shipping fees if it is returned to us.
3.6
If the initial delivery attempt fails and the package is returned to us, you will be responsible for covering the true cost of re-shipping. In the case of a refund, the original shipping costs and any associated fees will be deducted.
3.7
To facilitate the resolution of any delivery issues, you must retain and provide images of the paper invoice, products, labels, and packaging materials received. Failure to provide this evidence may prevent us from pursuing the issue further with the courier.
3.8
Each package is weighed prior to dispatch to ensure accuracy.
3.9
We may be required to provide additional information, such as your phone number, to the courier to ensure successful delivery.
3.10
Due to the nature of our products, which are often made or procured upon order, we operate with a standard processing time of 72 working hours. We are not responsible for delays in delivery that are caused by courier services once the order has been dispatched within the processing time.
3.11
In the event of a technical issue or system error preventing us from processing your order on time, we will endeavour to dispatch your order on the next available working day.
3.12
Nicotine Den cannot be held responsible for issues that arise as a result of courier mishandling. However, we will provide reasonable assistance in resolving any such issues to the best of our ability.
3.13
In the case of international orders, customs authorities in your country may open bottle tops or break seals during inspections. We are not responsible for such actions as they are beyond our control.
3.14
Due to specific restrictions imposed by couriers or certain countries, your order may be split into multiple packages.
3.15
Once an order has been dispatched, we are unable to cancel the shipping.
3.16
If your shipping address includes office names, business premises, or flat numbers, please ensure that these details are correctly provided at checkout to avoid delivery issues.
3.17
If multiple orders are placed for the same address on the same day, they may be consolidated into a single shipment. If multiple shipping costs are paid for these orders, they may not be refunded unless specifically requested before the orders are shipped.
3.18
Due to the implications of Brexit, international deliveries outside of the UK may take up to 30 days. If the package has not been delivered after 30 days, you may request a full refund or re-shipment, provided you have contacted your local postal service and/or customs authorities in an attempt to locate the parcel.
4. Liquid Storage
4.1
For optimal quality preservation, all liquids should be stored in a cool, dark, and dry environment, with bottle tops tightly secured. Nicotine may be stored in a freezer, although freezing may occur naturally and does not affect the product.
4.2
Over time, liquids may change colour due to natural oxidation. This process does not impact the quality of the liquid, provided that it has been stored properly in accordance with these guidelines.
4.3
Some batches of nicotine concentrate may oxidise during transit, leading to a change in colour. This natural process does not diminish the potency of the nicotine, and no refunds or exchanges will be provided in such cases.
4.4
In warm weather or high-temperature climates, Vegetable Glycerine (VG) may become thinner in consistency. If this occurs, refrigerating the product will restore its natural viscosity.
5. Brands & Associations
5.1
All images, trademarks, and brand representations displayed on our website are for illustrative purposes only and do not necessarily reflect associations with specific brands unless explicitly stated.
5.2
Nicotine Den is not affiliated with any trademarks or brands unless expressly specified. All trademarks and brands are the property of their respective owners.
6. Age Restrictions
6.1
By placing an order on our website, you confirm that you are at least 18 years of age and legally capable of entering into binding contracts. You further acknowledge that all individuals placing orders on behalf of a company or organisation have the necessary authority to do so.
6.2
If requested, you must provide valid proof of age in order for your order to be fulfilled. Failure to provide such proof may result in the cancellation of the order.
6.3
A signature from an adult aged 18 or older may be required upon delivery of your order to ensure compliance with legal age restrictions.
7. Living Documents
7.1
Nicotine Den reserves the right to update or modify these Terms at any time. It is your responsibility to review these Terms regularly to ensure compliance before making a purchase.
7.2
By proceeding with a purchase and agreeing to these Terms at checkout, you enter into a legally binding contract with Nicotine Den and accept all provisions of this agreement.
7.3
These Terms will serve as a legal defence in the event that a dispute arises and you present claims that are contrary to the provisions outlined herein.
7.4
If you do not agree with any part of these Terms, you must refrain from placing an order.
8. Customer Service
8.1
Nicotine Den will not address any product or order-related issues, including missing items or delivery problems, that are reported more than 14 days after the order was placed. It is your responsibility to notify us of any issues within the timeframes specified on our Returns Policy page.
8.2
We are committed to providing impartial and fair customer service, provided that your requests do not violate these Terms or our Returns Policy.
8.3
Nicotine Den has a zero-tolerance policy for abusive, threatening, or unprofessional conduct directed towards our customer service team. Such conduct will result in the immediate termination of communication and possible legal action.
9. Our Rights
9.1
We reserve the right to cancel any order at any time without providing a reason. Similarly, we reserve the right to delete any customer accounts without prior notice. These rights are fully enforceable and must be respected by all customers.
9.2
In the event that a product is listed with an incorrect price, we are under no obligation to honour the erroneous price. If payment has been made, and we elect not to fulfil the order, we will issue a full refund.
9.3
Orders that are placed on hold or cancelled may be deleted from our system without prior notice, particularly if no payment has been made.
9.4
Orders that have been delivered may be removed from our system at any time. It is your responsibility to retain any order-related emails or invoices for your records.
10. Nicotine Safety & Warnings
10.1
All nicotine-containing products should be stored safely out of reach of children and pets.
10.2
Nicotine is a highly addictive substance. We do not recommend its use if you have never previously used nicotine.
10.3
Nicotine in its pure form is a poison. We provide a maximum of 72 mg/ml of nicotine concentrate for Business-to-Business (B2B) purchases. This concentrate must be diluted before use and handled with extreme caution.
10.4
Our products are not intended as a treatment for smoking-related addictions, nor are they intended to be used as smoking cessation devices.
10.5
You are solely responsible for ensuring the safe use of our products, including ensuring the safety of all persons, animals, or creatures within your vicinity.
10.6
Avoid direct contact between liquids and your skin or eyes. In the event of contact, immediately rinse the affected area with clean water.
10.7
Do not ingest any liquids. If swallowed, seek medical attention immediately.
10.8
If any harm occurs as a result of using our products, you are responsible for seeking immediate medical assistance.
11. Disclaimer
11.1
By purchasing and using products from Nicotine Den, you accept full responsibility for their use. We shall not be held liable for any consequences, injuries, or damages arising from improper use of our products.
11.2
We are not liable for any loss of earnings due to delays in delivery.
11.3
We will only replace products if sufficient evidence of a defect or problem is provided within the warranty period. We will not replace products that have been damaged, used, or destroyed as a result of the misuse of our products.
11.4
We shall not be held responsible or liable for any injury, or in extreme cases, death, resulting from the use of our products. All product use is undertaken at your own risk.
11.5
Some individuals may be sensitive to Propylene Glycol (PG), which is present in some of our products. Nicotine Den is not responsible for any allergic reactions or adverse effects that occur from using our products.
11.6
By placing an order, you confirm that you have read, understood, and agreed to the information outlined on our Delivery Information and Returns Policy pages.
11.7
Before placing an order, you will be required to agree to these Terms by ticking a confirmation box at checkout. We recommend that you print a copy of these Terms & Conditions for future reference.
11.8
By making a purchase, you agree to be bound by these Terms, which constitute the entire agreement between you and Nicotine Den. If you do not agree to these Terms, you must not place an order.