Returns & refunds

01Your 30-day window

You can return any unopened, unused item in its original sealed packaging within 30 days of delivery for a full refund. This is more generous than the 14-day statutory cooling-off period and it sits on top of your legal rights rather than replacing them.

Start a return by emailing us with your order number. We will send a prepaid label. If the return is because we made a mistake — wrong item, wrong resistance, damaged in transit — we cover postage both ways. If you simply changed your mind, return postage is £2.95, deducted from the refund.

02What we cannot accept back

None of these exclusions apply if the item is faulty. A faulty product is a faulty product regardless of whether you opened it.

• E-liquid where the tamper seal has been broken. Once opened we cannot resell it and, for straightforward hygiene reasons, we will not.
• Coils and pods that have been fitted or wetted.
• Batteries that have been charged, fitted or removed from their case.
• Clearance and final-sale lines, which are flagged as such on the product page before you buy.
• Mystery boxes. The price reflects the fact that you cannot choose or return the contents.

03Faulty items and warranty

All hardware carries a 12-month manufacturer warranty which we administer ourselves. You do not have to contact the brand — that is our job, and it is the part most retailers quietly push back onto the customer.

Email us with your order number and a short description of the fault. A short video is enormously helpful and often saves a round trip entirely. We will send a prepaid label, test the unit, and either repair or replace it. End-to-end turnaround is usually five to seven working days.

Coils and pods are consumables and are not covered by warranty for normal wear. A coil that arrives dead out of the packet is a different matter and we will replace it without argument.

04How refunds work

We process refunds within one working day of the return arriving with us, back to the original payment method. Your bank then takes a further three to five working days to show it, which is outside our control.

We will email you the moment we process it so that you have a timestamp to work from if you need to chase your bank.

Reward points earned on a refunded order are removed from your balance at the same time.

05If a flavour is not what we described

This is the one genuinely subjective case, and we treat it generously. If a bottle does not taste like the description on our product page, tell us. We are not going to argue about your palate — we will refund or swap it, and if enough people say the same thing about the same juice we will rewrite the description or stop stocking it.