Nobody wants to deal with a returns process — so we made ours as straightforward as possible. If something arrives damaged or defective, we’ve got you covered. Here’s exactly how it works, no runaround.
The 7-Day Window — Don’t Miss It
You have 7 days from the date your order arrives to flag a quality issue and request a return. After that window closes, we’re unable to process a claim.
One important note: we only accept returns for manufacturing defects and genuine quality issues. If your mind simply changed, or you ordered the wrong thing, that doesn’t qualify. We’re straightforward about this upfront so there are no surprises later.
What Makes an Item Eligible
Before reaching out, run through this quick checklist. Your item must be:
- Unused and in its original condition — untouched since delivery
- Tagged — all original tags still attached
- In its original packaging — don’t discard the box
- Accompanied by proof of purchase — your receipt or order confirmation
If all four boxes are ticked, you’re good to proceed.
How to Start a Return
Do not ship anything back without contacting us first. Packages returned without prior approval will be rejected automatically — no exceptions.
Here’s the process:
Step 1 — Reach out via email at [email protected] or WhatsApp at +44-578 393 4937.
Step 2 — Share your order number, proof of purchase, and clear photos or video showing the defect.
Step 3 — Once we approve your request, we’ll send you a prepaid return label and full instructions on where to send the package.
Simple. Three steps and we handle the rest.
Inspect Your Order the Moment It Arrives
Don’t wait. Open your package as soon as it’s in your hands and check for:
- Damage or defects
- Wrong items sent
- Missing items
The faster you flag an issue, the faster we can fix it. Prompt communication is everything here.
International Customs — Read This Carefully
Cross-border shipping comes with real regulatory complexity. For orders shipped to the USA, Canada, Australia, Norway, and Switzerland, please be aware:
If your package is held, confiscated, or rejected by local customs authorities, we are unable to issue a refund.
This isn’t fine print we’re hiding — it’s a reality of international vapor product shipping. You are responsible for knowing your local import laws before placing an order. If you’re unsure, check with your local customs authority first.
What We Can’t Accept Back
For hygiene, safety, and legal reasons, the following items are non-returnable under any circumstances:
| Category | Examples |
|---|---|
| Personal care / hygiene | Opened e-liquids, used devices, mouthpieces |
| Perishable goods | Food, plants, flowers (if part of a bundle) |
| Custom / personalized items | Any made-to-order products |
| Hazardous materials | Flammable liquids or gases |
| Final sale items | Discounted products and gift cards |
When Your Refund Actually Hits
Once we receive and inspect your return, we’ll let you know whether it’s been approved or rejected.
- Approved? Your refund gets processed within 10 business days back to your original payment method.
- Still waiting after 15 business days? Banks and card companies sometimes drag their feet. If it’s been more than 15 business days since approval and nothing’s landed, contact us directly:
📧 [email protected] | 💬 WhatsApp: +44-578 393 4937