Changed your mind or received a faulty item?
This page explains how to return products and what to expect during the process.
Jump to:
- Your Right to Cancel
- How to Return an Item
- Items That Can’t Be Returned
- Returning Faulty Products
- Warranty Info
Your Right to Cancel
If you’ve changed your mind, you can cancel your order within 14 days of receiving it.
This is covered under the Consumer Contracts Regulations (2014).
To cancel your order:
- Let us know via the Contact Us page
- You must return the item(s) within 14 days of cancellation
- Items must be unused and in the same condition as received
If you cancel the full order, your delivery charge will be refunded too.
If you only return part of your order, the delivery charge won’t be refunded.
How to Return an Item
- Contact us first before sending anything back
- You must cover the return postage cost
- Items must be returned in their original condition and packaging
- Include a note with your name, order number, and reason for return
We recommend using a tracked or recorded delivery method.
We cannot be held responsible for lost or undelivered returns.
Items That Can’t Be Returned
Some items are excluded from return for hygiene and safety reasons.
This applies unless the item is confirmed to be faulty.
The following cannot be returned:
- E-liquids where the tamper seal has been broken or removed
- Base mixes, Short Shots, and Prepper Stashes
- Flavour concentrates with broken or removed tamper seals
- Any other item that has been opened or used by the customer
Returning Faulty Products
If you believe your product is faulty:
- Contact our support team using the Contact Us page
- Include your order number and a description of the issue
- One of our team will provide instructions on how to return the item
You are responsible for return postage costs initially.
If a fault is confirmed, we’ll refund your return postage (within reason).
Faults caused by misuse or neglect are not covered.
Warranty Info
All warranty details and conditions are explained in our Terms & Conditions.
If you’re unsure whether your product is under warranty, contact us and we’ll check.
