Terms and Conditions
Terms and Conditions
Please read these terms and conditions carefully before buying from us. We've tried to make them easy to read and as brief as we possibly can.
When you buy from us you do so having considered that the products you are purchasing are suitable for your or the intended recipent's level of experience as a user of electronic cigarettes.
Inexperienced users should not purchase certain devices beyond their level of knowledge. This most significantly applies to new users purchasing high-powered sub-Ohm devices rated at the most extreme level of vaping. Appropriate experience, knowledge and safe use and handling of certain devices is essential.
We hold no responsibility and take no liability for the misuse of products.
Authenticity - keep your packaging
Manufacturers are likely to require their serial number before providing a replacement item. This is due to the increasing amount of counterfeits in circulation. Please keep your packaging with the serial number, or take pictures of it before you discard it.
Dispatch and UK postage
Our deadline for orders for same day dispatch is 5pm Monday to Friday although we always try our best to get as much out as possible beyond this time.
Orders with payments with a 'hold' status will not be dispatched until the bank or payment gateway provider clears and approves the transaction. Over a period of item, this means a handful of orders placed before 5pm will not be dispatched if any payment concerns are flagged.
Unless you select otherwise in our checkout, we will send your order SECOND CLASS which is FREE OF CHARGE to you.
The majority of our orders are sent the same day if you order before 5pm Monday-Friday but to ensure our fastest dispatch and earliest delivery, regardless of the size and weight of the package, you can upgrade to first class for just 50p.
We mainly use Royal Mail for our shipments but a few go via DPD/Interlink.
Royal Mail's delivery targets are:
- First Class mail/RM24 – a minimum of 93% delivered the next working day
- Second Class mail/RM48 – a minimum of 98.5% delivered within three working days
Once we have dispatched your order its speed of delivery is controlled by Royal Mail, or other such delivery service. We do not refund postage upgrade fees for items delivered beyond Royal Mail's target timescales, ie if a package arrives in 3 working days instead of 2 working days.
Advice and Warning
The products on this website are not sold as smoking cessation aids or nicotine replacement therapy, and they should not to be used by the following persons - those under the age of 18, pregnant, breast feeding, or persons with or at risk of heart disease, high blood pressure, diabetes or those on medication. If you experience symptoms of nicotine misuse such as vomiting, dizziness, diarrhoea, nausea, weakness or rapid heartbeat, please discontinue use and consult your GP.
Keep items and liquids containing nicotine in a safe place and out of reach of children, vulnerable adults and animals.
Right To Cancel Your Order
We allow for a 30 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 7 days thereafter.
If you want to cancel your purchase because it has been delayed, please note that the likes of Royal Mail regard the package as your property for the first 15/21 working days of its transit (depending on the method of dispatch), thereafter, they consider it our property and Royal Mail should send it back to us. Other carriers may have different timescales.
For non-delivered items, if we haven't already agreed to resend the items, we will refund the original purchaser after 15 working days.
PLEASE DO NOT ACCEPT DELIVERY OF PACKAGES AFTER WE HAVE REFUNDED YOU.
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 can range from as little as 70p to abut £5, as a guide.
Our original postage cost is non-refundable unless there is a quality issue or manufacturing defect within 30 days of the purchase date.
Upon receipt, please inspect your order and report any issues to us as soon as possible.
Please note, we do not accept items as having been received as damaged or faulty after 14 days of shipping.
To guarantee its integrity, e-liquid cannot be returned unless there is a manufacturing defect, or its best before date has expired. We hope this gives our customers the peace of mind that our e-liquid comes from a traceable source.
Goods missing In transit
Should the unfortunate happen and your order does not arrive, please note for UK orders that 28 days has to elapse from the date of placing your order for standard first class post, and 15 working days for first class Signed For, before the order can be reported as undelivered, delayed or lost with Royal Mail.
However, although Royal Mail does not allow the claims procedure to begin for quite some period of time, we will intervene, investigate and if appropriate, re-send the missing items to you at no additional cost.
When we re-send items to you that are missing in transit, you agree to remain in contact with us until sufficient time has passed that we can raise a claim with Royal Mail (or the courier) for the missing items. We need you to respond to our contact so we can confirm that you have not received the items we sent to you and this evidence from you will be submitted to Royal Mail Customer Services along with our claim for compensation.
If we can’t fulfil your order, we will contact you to let you know and we will give you a revised delivery date. You will also be given the option to cancel or amend your order if this happens.
Money will be refunded to the same account debited during purchase. All refunds and partial refunds will be completed within 3 days (we normally do them straight away).
Incorrect Shipping Address
If you supply us with an old, incorrect or undeliverable address, please contact us immediately just in case we can get it changed for you.
If your order has already been shipped we cannot change the shipping address and we cannot stop it in transit.
We cannot send more items and we cannot refund the ones that have already been sent to you.
At this point it is your responsibility to try and retrieve the items sent to the incorrect address that was supplied to us, this applies to addresses where you used to live for example.
If you can’t get the items or you supplied an undeliverable address, hopefully the package will be returned to us in due course, in which case you will need to pay for the items to be reshipped before we can send them again. Sometimes we get such packages returned and sometimes we don't.
You will have to wait for the package to be returned to us which takes, on average, 2-3 weeks. One package took 2 months to find its way back to us, but at least it did eventually.
Please note, there may also be a charge for the items to be returned to us in which case we would ask you to cover this too before we ship again.
In our experience, you're better off with low expectations of such packages being returned to us, but be assured we will always let you know when they are.
Items Awaiting Collection From Royal Mail/Courier
From time-to-time, the Post Office in the UK, or the postal service abroad, attempts to deliver an item but either does doesn't leave a card to say they've tried to do this, or, the card doesn't reach you, which can happen with work addresses.
If your order seems to be taking its time in reaching you, it's important you get in touch with us well within the 14 day period after placing your order because Royal Mail will only hold your item for 14 days and then they will send it back to us.
All orders have various types of tracking numbers, we will have a tracking number for larger or more valuable items so when you get in touch we can check if the item is being held awaiting your collection or a re-delivery. If the items are sent back to us, you will need to pay the appropriate shipping charge so we can send your order again.
Returns Process Faulty Items
Before you send something back ...
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.
If you have an issue with a product and your believe it's faulty, and you have done your best to resolve the matter, let us know and we will respond to you promptly.
We will do our best to resolve the issue with you via email or telephone, and if the item is faulty, and within its warranty period, and the fault has not been caused by user error, it can be returned for a refund (within 30 days of the purchase date) or a replacement for the remainder of the warranty period.
To eliminate user error and to protect your claim, thoroughly check and implement any instructions you already have (ie a product user manual) or we provide you with.
Please do not return a product to us without contacting us and obtaining our agreement. If you return something to us without our consent and it isn’t faulty, and it isn't in new condition, we cannot reimburse your postage or refund the cost of the item.
Read more about our returns and refunds policy.
Battery & Charger Safety
Please also read this separate page on our website concerning important information about e-cig battery and charger safety which also outlines our position regarding liability.
Images on our Website
The descriptions and images of the products on our site are for illustrative purposes only, however, we make every attempt to ensure they're as accurate as possible but things are constantly changing.