Online Returns Policy

You have the right to cancel any purchase made online within 14 days of receiving your goods. You must return your item within 14 days of notifying us of your intention to return your item, and you will receive a refund within 14 days of our returns team receiving the goods back. Unfortunately, we do not cover the cost of shipping in these circumstances.

Please note that any items which have been opened and used may not be eligible for a full refund, a partial refund may be offered to you. The value of the refund is dependent on the condition of the device. 

Consumable items such as liquids, coils, and some “disposable” clearomisers cannot be returned if opened due to hygiene reasons. For further information see the product guarantees and warranties.

All refunds will be made to the same payment method used to purchase the product. Any loyalty points accrued through the sale will be deducted.

If your product is faulty please note the below:

Devices

On the return of faulty devices, we reserve the right to inspect the product. This may take up to 24 hours although some troubleshooting and fault analysis can be as little as 30 minutes. If this is not possible, we may send the product away for further inspection and testing. Where we do so, we will confirm to you within 10 working days whether we agree that you are entitled to return the product.  

To request a return, please click here to get in touch

On testing, the following will be taken into consideration:

• Date of purchase / the warranty period of the device
• Presence of receipt and or proof of purchase
• General wear and tear / the overall condition of the device
• Whether the device has been tampered with in any way
• Whether the fault is due to accidental breakage or damage such as, but not limited to; products that have been dropped or show clear signs of liquid damage
• Whether damage to charging ports is caused by user error or accidental damage. These two situations may cause issues with devices charging and as such we will thoroughly inspect charging ports and pins within before accepting returns for a fault of this kind. If pins within charging ports are damaged this can only be due to user error, unless the device was “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase

Please note:

• Devices with internal batteries / built in batteries have a 3-month warranty
• Devices/Mods that use external batteries have a 6-month warranty
• Kits (i.e. batteries/mods and tanks sold as a “kit”) must be returned in their entirety
• JUUL / IQOS have longer warranty periods, info can be found on the manufacturer’s website
• For returns of faulty Jac Vapour products, the original packaging is required. For any other faulty device, the box is not required.

Batteries

All batteries are considered consumable items and have a limited lifespan dependent on usage.

Batteries have a lifespan of approximately 150-200 charge cycles or 3 months and they are heavily dependent on usage. Batteries will become less e­ffective over time and eventually they will need to be replaced.

Should you require more information regarding care and maintenance of a battery or devices with a built-in battery please contact a member of team or consult the product instructions

Please note:

• Devices with internal batteries / built in batteries have a 3-month warranty

• Individual 18650 / 20700 batteries have a 3-month warranty

Tanks/Clearomisers/Semi Disposable Tanks

Please keep in mind that some parts of the tanks regardless of make or capabilities are likely to wear out over time. Those parts will need to be replaced regularly to maintain good working order of the product.

Please note:

• Subohm / Non-Disposable Tanks have a 30-day warranty

• Semi disposable tanks such as the CE5, K1, T2 MN or ETS are sold as limited use disposable devices due to hygiene reasons and as such have a 7-day warranty.

Disposable / Consumable Products

Please note:

• All coils, replacement pods and disposable tanks are classed as a consumable/disposable product and as such have a variable lifespan. This can be anywhere between 2-14 days, but this is heavily dependent on liquid, power and usage. As such, these are only covered under a 48-hour warranty unless they were faulty at the time of manufacture or “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase.

• We do not accept returns of liquids or Heets unless they are unopened, unused and all seals are intact. If you have bought an e-liquid or Heets and simply do not like it, we do not accept returns for this reason.