Returned Merchandise Authorisation (RMA)

To return a product for any reason, you must first obtain a Returned Merchandise Authorisation (RMA) Form from a member of our Customer Service Team. Please contact us through our Help Desk if you wish to return or cancel an order. Any returns made without prior authorisation will be disposed of.

Return Process & Timeframes

  • RMA Validity: Returns must be received within 14 calendar days of the Returns Form being issued. We are unable to accept items returned after this period.
  • Processing Time: Once we receive a returned item, please allow up to 7 working days for it to be processed and for replacements to be dispatched or refunds to be issued.
  • Proof of Postage: When sending back products, we strongly recommend that you obtain and keep proof of postage. If we do not receive an item and you cannot provide proof of postage, we will be unable to assist further.

Unwanted Goods

  • Unwanted items may be returned within 30 days of delivery, provided they have not been opened or used and are in the same condition as they were sold.
  • Health and Hygiene Exclusions: Due to health and hygiene reasons, e-liquids, disposable e-cigarettes, and clearomizers are not eligible for return unless they are faulty.
  • Product Condition: Products must be returned “as sold.” If any products have been opened, this is considered “acceptance” and they cannot be returned as unwanted items.

Faulty Goods

  • If you have received an item that you believe is faulty, please visit our help desk and search for a solution to the issue you are experiencing. We may be able to provide a fix without the need for a return.
  • If you cannot find a solution, please submit a support ticket, and a team member will advise you on the next steps or provide details for a return.
  • Warranties: Please note that product warranties differ depending on the item type.

Order Cancellations

  • Pre-Shipping Cancellation: You have a half-hour window after placing your order to cancel it before it is shipped. Due to our fast dispatch process, we may not be able to cancel your order if you notify us after 2 pm, regardless of the half-hour grace period.
  • Post-Shipping Cancellation: If your order has already been dispatched, you have 14 days from its arrival to cancel. However, you will need to send the products back to us before a refund can be issued.