Returns and refunds

If you change your mind, or something is not right with your order, here is how it works.

Your right to cancel
Under the Consumer Contracts Regulations 2013, you have 14 days from the day your order is delivered to cancel. Items must be unopened, sealed and in their original condition.

Items that cannot be returned once opened
For health and hygiene reasons, opened or unsealed pods, prefilled kits, e-liquids and nicotine pouches cannot be returned unless they are faulty. A kit or pack of pods that is still unopened in its sealed packaging can come back within the 14 days, so if you think you might send something back, keep its seal intact.

Damaged parcels
If a parcel arrives damaged, take photos of the packaging and the items before you throw anything away, then contact us with your order number. Items that arrive damaged count as faulty.

How to cancel and send items back
Tell us within the 14 days that you want to cancel, through the live chat or the e-mail address in your order confirmation. Give us your order number and the items you are returning, and we will tell you where to send them. Pack them securely and keep your proof of postage until the refund reaches you.

Return postage
If you are returning items because you changed your mind, you pay the return postage. If an item is faulty, or we sent the wrong item, we cover the return postage.

Faulty items
If something you bought is faulty, your statutory rights under the Consumer Rights Act 2015 apply. Depending on the fault and when it shows up, that means a repair, a replacement or a refund. This covers opened pods, kits, e-liquids and pouches as well. Contact us with your order number, a short description of the fault and, if you can, a photo.

Wrong items
If we sent something you did not order, let us know with your order number. We will put it right and cover the return postage.

Refunds
Refunds go back the way you paid. We make them within 14 days of receiving the returned items.

Your other rights
This policy sits alongside your legal rights and does not reduce them. If you have a question about a return, use the live chat or see our contact page.