Please contact us before you do anything and tell us your name, purchase date, order number if you can, describe the item and tell us why you would like to return it.
We will respond to you quickly and together we can try and resolve the issue if there is a problem with your product. It may be a clear case of a faulty item (in which case it can be sorted swiftly with a replacement if it falls within the warranty period) but it may be an issue caused by incorrect use (it does happen!).
We ask you to co-operate with us so we can sort problems quickly and amicably.
Please do not return a product to us without contacting us and obtaining our agreement first. If you return something to us without our agreement and it isn’t faulty but it shows sign of use and the parts of it show sign of use (ie it is second hand), we cannot refund your postage or the cost of the item. It would be to our discretion as to what, if any refund was due.
To eliminate user error and to protect your claim, thoroughly check and implement any instructions you have/or we provide you with.
The Eleaf iPipe is a typical example of a product that we've had return requests for, however, the customers concerned are now very happy with their pipe having worked through the technicalities of the device with us - simple things like peeling off the near invisible sticker that covers the air hole which are not necessarily obvious but makes the difference between the device working or not.
Some issues can't be resolved and for faulty items and you simply need to work through the process with us and obtain our agreement that your product does indeed seem to be faulty and it will be replaced or refunded.
Having followed the procedure above, ensure the item is packaged well and can’t be damaged. Ensure the packet or envelope is strong enough to contain the item. If the packet is ripped open during transit and we receive it empty (it happens!), we will not be liable to refund or replace.
If the item is of low value (£20 or less), 1st or 2nd class post with ‘proof of sending’ from the Post Office can be a sufficient method of return. Ensure you obtain a ‘printed proof of sending’ and keep this safe until the matter is resolved. You will need to claim directly from the Post Office if your item is damaged or lost in transit.
Items worth over £20 but less than £50 will need to be returned using Royal Mail’s ‘Signed For’ service. Again, ensure you keep your ‘printed proof of sending’ until the matter is resolved. The same applies in that you will need to claim directly from the Post Office if your item is damaged or lost in transit.
All Post Office claims have to be made by the sender, not the recipient.
When you initially contact us to notify us that you have a return, if appropriate, ie in the event of a faulty product for example, we will agree to cover the costs of the return postage and we will confirm in an email to you what that cost should be, ie 96p (small packet first class) or £2.06 (small packet 'Signed For'), as examples.
If you choose to incur a higher postage charge than that which is necessary to insure your item there will be a shortfall between what you have spent on your postage and the amount of our refund to you.
If your item isn't faulty your postage costs will not be refunded.
A brief cover letter with your name, return address, phone number and email address reason for returning the item (or make reference to the date of our last email correspondence so we have something to refer to).
Healthy Start Ltd
PO Box 7270
Ensure your return has the appropriate postage.
Cash on delivery shipments and underpaid items will not be accepted by us, and we will not accept items which have not been shipped as directed above.
Thanks in advance for working with us and keeping our procedures in place so everyone is treated equally and fairly.
In some instances (for UK returns) we may send you various labels to add to the return package. If this applies to you, these are the steps to ensure safe return of your items:
Refunds will be made using the same method as the original payment.
Where we are liable to cover the costs of your postage we will send you this money via Paypal.
If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge is obviously incurred by us. These costs are most usually 95p (small UK packets), £2.05 (small 'Signed For' UK packets) or £3-£4 for larger UK packets but other amounts may apply and international shipping incurs a higher charge.
Please note we do not accept items as having been received as damaged or faulty after 14 days of shipping unless of course it can be evidenced that the Post Office or carrier delayed the delivery date.
We allow for a 14 day right of cancellation provided the products we have supplied to you have not been used.
The items need to be returned in the same new condition as received including the original and undamaged packaging.
Please inform us of your intentions and ensure the items are returned to us within 14 days of receipt.
If you want to cancel your purchase because it has been delayed, please note that the likes of Royal Mail in the UK regard the package as your property for the first 15/21 working days (depending on the method of despatch) of its transit, thereafter, they consider it our property and Royal Mail should send it back to us. Other carriers may have different timescales.
For Royal Mail packages we will refund the original purchaser after 15 working days for non delivery and claim back our losses from Royal Mail.
We don’t usually charge a fee for accepting items back if they have been ordered in error but this will be reviewed on an individual basis depending on the items in question.
If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge is obviously incurred by us. These costs are most usually 96p (small UK packets), £2.06 (small 'Signed For' UK packets) or £3-£4 for larger UK packets but other amounts may apply and international shipping incurs a higher charge.
Our original postage cost is non-refundable unless there is a quality issue, manufacturing defect or excessive delay in transit.
To guarantee the integrity of our e-liquid and its contents, e-liquid cannot be returned unless there is a manufacturing defect, or its best before date has expired.
If you've ordered the wrong coils it's ok to return them, but they must still all be sealed in their pods or individual packets and the authenticity needs to be intact. If the coils come in a strip of 5 say, the strip needs to be intact also. In essence, the packaging and contents need to be the same goods as supplied by us (we can usually verify this by the weight of our dispatches) and they need to be in the same saleable condition as you received them. If the packaging is torn or ripped apart or any of a pack of coils have been removed from their packaging, ie their pods with foil or plastic pouches or wrappers, they cannot be returned for a refund.
Coils are consumable items but we are committed to supporting our customers when they receive coils that do not work, ie a brand new coil that is dead on arrival and is proven to be faulty. The coil/s in question may well be wet with liquid but so long they are not damaged, incomplete, burnt out or tasting burnt, ie used, then they can be returned for replacement or refund as applicable.
Please note, all dead on arrival coils are tested by us prior to replacement or refund so please be sure you have eliminated all possible causes for the reported issue as we do not return non faulty coils.
This primarily relates to e-liquid nicotine strengths. If the strength hasn't been selected we will get in touch with you to check your requirement so it's important that you provide accurate email and phone numbers.
If you've ordered from us before we will attempt to check with you but we won't delay your order and we will send the same strengths as you've previously had.
If we have no previous orders to refer to and can't get in touch with you we will cancel and refund the order after 7 days.
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