Refund and Returns Policy

Refund and returns policies play a crucial role in defining the relationship between businesses and consumers, providing guidelines on how to handle product exchanges, refunds, and customer satisfaction. In this article, we will explore the importance of refund and returns policies, common practices, and tips for consumers to navigate the process effectively.

Importance of Refund and Returns Policy:

A clear and transparent refund and returns policy helps establish trust with customers, assuring them of their rights and options in case of product dissatisfaction or issues. A well-defined policy also sets expectations for both businesses and consumers, reducing conflict and promoting positive customer experiences.


We offer a 90-day warranty on all electronic products from purchase. The product warranty covers mechanical and electrical failures, lasts 90 days, and does not cover cosmetic damage, general wear and tear, or accidental/liquid damage.

The warranty does not cover failure due to accident or misuse.

Any visible external signs of damage or misuse on a product will void the warranty on that product.

If you purchase a product beyond our 90-day warranty, we recommend that you contact the manufacturer directly. Most electronic products come with a one-year manufacturer’s warranty.

Change your mind?

All orders can be returned to us within 14 days of purchase.

If you change your mind and wish to return an item, you may do so within 14 days from the date of purchase. In this case, the returned product should be sealed in the original packaging and unopened. If you are returning an item worth over £50, it is recommended that you use a trackable shipping service or purchase shipping insurance. We cannot guarantee receipt of your returned item.

Once the seal on an e-liquid has been broken, we will not accept returns.

Key Elements of a Refund and Returns Policy:

1. Eligibility: Specify which products are eligible for returns or refunds, including conditions such as unused items, original packaging, and proof of purchase.
2. Timeframe: Define the timeframe within which customers can request returns or refunds, ensuring prompt resolution of issues.
3. Process: Outline the steps customers need to follow to initiate a return or refund, including contacting customer service, providing relevant information, and returning the product.
4. Refund Options: Clarify the available refund options, such as store credit, exchange, or original payment method refund.
5. Exceptions: Detail any exceptions to the policy, such as final sale items, personalized products, or non-returnable goods.

Tips for Consumers:

1. Read the Policy: Before making a purchase, familiarize yourself with the business’s refund and returns policy to understand your rights and obligations as a consumer.
2. Keep Records: Save receipts, order confirmations, and communication with the business regarding your purchase, as these documents may be required for a return or refund.
3. Act Promptly: If you are dissatisfied with a product, contact the business and initiate the return or refund process within the specified timeframe to ensure a timely resolution.
4. Follow Instructions: Adhere to the outlined steps in the refund and returns policy, including packaging the return item properly, providing necessary information, and returning the product as instructed.
5. Stay Informed: Stay updated on any changes to the business’s refund and returns policy, as well as any additional terms or conditions that may apply to your purchase.

Common FAQs About Refund and Returns:

1. Can I return an item without a receipt?
Some businesses may accept returns without a receipt under certain conditions, such as verifying the purchase through other means or providing store credit instead of a refund.
2. What if the item is damaged during shipping?
If the item arrives damaged due to shipping, contact the business immediately to initiate a return or replacement process, as most businesses have policies to address shipping-related damages.
3. Can I return a personalized or custom-made item?
Certain products, such as personalized or custom-made items, may not be eligible for returns or refunds due to their unique nature. Check the business’s policy for specific details regarding custom items.

Lost items

If you need items added to your order, we strongly recommend rechecking the complete order, checking all corners of the box, and the packaging materials used. Often, missing items can be found in the original packaging.

We must be notified within three days of receiving any order errors or missing items.

If items are confirmed to be missing from an order, we will conduct a full internal investigation. This includes checking all warehouse evidence records and raising a dispute with the delivery courier. We may take up to 5 working days to complete the investigation before sending a replacement item.

Defective or damaged items

Please notify us immediately if the item you receive is damaged in transit. We will advise you on the next steps, and you may be eligible for a replacement or refund.

Damaged and defective items must be returned to us for inspection by our technical team.

If an item is not returned in its original condition, we reserve the right to refuse the return or provide a partial refund based on our assessment.

If there are signs of cosmetic or accidental damage, we may refuse the return and send the item back.

The buyer is responsible for any damage during shipping caused by improper packaging. It is recommended that photos be taken before sending the return.

We do not accept returns on clearance products, and our warranty does not apply to such items.

We will try to repair the defective product and resend it. If it cannot be restored, we will provide a replacement or refund.

Reviewing the product and arriving at a solution may take up to 7 days.

If the product is tested and confirmed to be defect-free, we reserve the right to resend it.

It is strongly recommended that products deemed defective by third-party customers be inspected before being returned to us.

If a customer has a question about returning an item, a refund or exchange may be refused until the product has been carefully inspected. Let the client know about the process so that we have sufficient time to investigate on your behalf.


For refunds on defective, returned, or lost items, we prioritize offering gift cards that you can redeem online with your next order.

Alternatively, we can refund the amount to your original payment account; this process may take up to 5 working days.

Refunds for orders paid by bank transfer will only be issued through gift cards.

Gift cards must be used within six months of the issue date.


Refund and returns policies serve as a foundation for customer satisfaction and trust in the business-consumer relationship. By understanding the key elements of a refund and returns policy, following best practices as a consumer, and staying informed about common FAQs related to returns and refunds, you can navigate the process effectively and ensure a positive shopping experience. Businesses that prioritize transparent and customer-friendly refund and returns policies can build loyalty, trust, and satisfaction among consumers, ultimately contributing to a successful and sustainable customer-business relationship.