Refund & Return Policy

Last updated: 14 October 2026

We want you to be completely satisfied with your purchase. This policy explains when and how you can return products, cancel an order, or request a refund. It applies to orders placed with [Company Name] and forms part of our Terms of Service.

1. Your Right of Withdrawal (EU Consumers)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. To exercise this right, notify us at [Email] within 14 days of delivery, stating your order number and the items concerned.

To be eligible for a return under the right of withdrawal, products must be:

unused, unopened and in their original sealed packaging;
in a resalable condition, with all seals, labels and accessories intact;
returned within 14 days of your withdrawal notice.

2. Hygiene and Safety Exceptions

For health-protection and hygiene reasons, and in line with Article 16 of the EU Consumer Rights Directive, we cannot accept returns of products that have been opened or unsealed — including opened vape devices, e-liquids, pods and cartridges — unless they are faulty or defective. This does not affect your statutory rights in respect of defective goods.

3. Faulty, Damaged or Incorrect Items

If you receive a product that is faulty, damaged in transit, or different from what you ordered, please contact us at [Email] within 7 days of delivery and include:

your order number;
a description of the issue;
clear photographs or a short video showing the problem, the product and its packaging.

Once verified, we will arrange a replacement or issue a full refund (including original shipping costs where applicable). Where a return is required, we will provide return instructions and, for confirmed faulty items, cover the reasonable return shipping cost.

4. How to Start a Return

All returns must be requested and approved by our customer service team first. We do not publish a public return address, because the correct destination depends on the product, your country and the carrier. Sending a parcel back without prior authorisation may result in it being refused, delayed or unable to be matched to your order.

Email us at [Email] with your order number, the items you wish to return, and the reason.
Wait for our written confirmation and return instructions — please do not ship anything back until you have received them.
Once approved, we will send you the return address together with any packing, label and reference-number requirements specific to your case.
Pack the items securely in their original packaging, include your order number, and ship with a tracked service.

If you are entitled to return shipping at our cost (see §6), we will arrange the carrier or pre-paid label — we will never ask you to pay a return fee upfront without stating how it will be reimbursed.

5. Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 5–10 business days. Please note that banks or payment providers may take additional time to post the refund. Refunds are made in the original currency and amount paid.

6. Return Shipping Costs

Right of withdrawal (change of mind): you are responsible for the cost of return shipping.
Faulty, damaged or incorrect items: we cover reasonable return shipping costs.

7. Non-Returnable Items

The following cannot be returned or refunded, except where defective:

opened or used vape devices, pods, cartridges or e-liquids;
products with broken seals or missing components;
items damaged through misuse, incorrect charging, or modification;
gift cards and clearance/final-sale items marked as non-returnable.

8. Order Cancellation

You may cancel an order free of charge before it is dispatched by contacting us at [Email]. Once an order has been dispatched, it can no longer be cancelled, but you may return eligible items as described above. If we are unable to fulfil or deliver your order, we will cancel it and refund you in full.

9. Damaged or Lost Shipments

If your parcel arrives damaged or is reported as lost in transit, contact us within 7 days of the expected delivery date. We will open an investigation with the carrier and, where appropriate, send a replacement or issue a refund.

10. Contact

For all return, refund and cancellation enquiries:

[Company Name]
[Address]
Email: [Email]
Phone: [Phone]