Refund and Returns Policy

The refund and returns policy is a set of guidelines established by businesses to outline the procedures for customers to return or request a refund for products or services they are dissatisfied with. This policy is crucial for maintaining customer satisfaction and trust, as well as ensuring transparency in the transaction process. In this article, we will delve into the key components of a refund and returns policy, including eligibility criteria, processes, and best practices to consider.

Eligibility for Refunds and Returns

Before initiating a refund or return request, customers should familiarize themselves with the eligibility criteria outlined in the company’s policy. Common conditions for refunds and returns may include:

– Proof of purchase: Customers are typically required to provide a valid proof of purchase, such as a receipt or order confirmation, to be eligible for a refund or return.
– Timeframe: There is often a specified timeframe within which customers must request a refund or return, typically ranging from a few days to a few weeks after the purchase.
– Condition of the product: Products being returned must be in their original packaging, unused or unopened, and in resalable condition to qualify for a refund or exchange.

The Refund Process

When a customer is eligible for a refund, the process typically involves the following steps:

– Initiation: The customer contacts the retailer or service provider to request a refund, providing necessary details such as the reason for the refund, proof of purchase, and product information.
– Evaluation: The company assesses the request to determine its validity and compliance with the refund policy. This may involve inspecting the returned product or reviewing the customer’s complaint.
– Resolution: Once the request is approved, the company processes the refund via the original payment method used for the purchase. Customers may receive a full or partial refund, or a store credit depending on the policy.

The Returns Process

For products that are being returned for reasons such as damage, defects, or incorrect items, the returns process typically involves the following steps:

– Request: The customer contacts the company to request a return, providing details about the issue, proof of purchase, and photographs of the product if necessary.
– Authorization: The company reviews the return request and issues a return authorization if the request meets the policy’s criteria.
– Return shipping: The customer is instructed on how to return the product, including packaging instructions and return address. In some cases, the company may provide a prepaid shipping label.
– Inspection and resolution: Upon receiving the returned product, the company inspects it to verify the issue and determine the appropriate resolution, which may include a replacement, exchange, repair, or refund.


We offer a 90-day warranty on all electronic products from the date of purchase. The warranty covers mechanical and electrical faults and does not cover cosmetic damage, general wear and tear or accidental/liquid damage.

The warranty does not cover failure due to accident or misuse.

Exterior damage to the product or signs of misuse will void the warranty.

Products beyond the 90-day warranty period need to be contacted directly by the manufacturer for a possible 1-year manufacturer’s warranty period.

policy change

All orders are returnable within 14 days of purchase.

Returns must be completed within 14 days of purchase, and returned products should be kept in their original packaging and sealed condition. It is recommended to use trackable shipping or purchase shipping insurance for returns of items over £50. We cannot guarantee receipt of your return.

Once the e-liquid seal is broken, returns cannot be accepted.

Items lost

If you find that the order items are missing, please check the complete order again to see if there are any undiscovered items in the packaging. You must notify us within 3 days after discovering the error or missing item.

Once an order is confirmed to be missing items, we will conduct a full internal investigation to determine the missing items. Investigation may take up to 5 working days, followed by arrangements for replacement items to be mailed.

Defective or damaged items

If you discover damage when receiving your merchandise, please notify us immediately. We will assist in arranging a replacement or refund.

Defective or damaged items are subject to return for inspection.

We reserve the right to refuse the return or provide a partial refund if the returned item is not in original condition.

Cosmetic or accidental damage will result in a return being refused and may be shipped back to the customer.

The buyer is responsible for any damage during transportation and it is recommended to take photos before sending back.

Product is not eligible for clearance product returns. Where appropriate, we may repair and resend, or provide a replacement or refund.

Resolution may take up to 7 days.


When a refund is required for defective, returned or lost merchandise, we usually issue a gift card to be used on your next order.

Alternatively, we can refund the money to the original payment account, which may take up to 5 working days.

Refunds for orders paid via bank transfer will be issued in the form of gift cards.

Gift cards must be used within 6 months.

Best Practices for Refund and Returns Policies

To ensure a smooth and customer-friendly refund and returns process, businesses should consider implementing the following best practices:

– Clear policy communication: The refund and returns policy should be clearly stated on the company’s website, in-store, or on product packaging to inform customers of their rights and obligations.
– Responsive customer service: Providing prompt and helpful customer service when processing refund and return requests can enhance customer satisfaction and loyalty.
– Flexible solutions: Offering flexible options such as exchanges, store credit, or refunds can cater to different customer preferences and situations.
– Process improvement: Regularly reviewing and updating the refund and returns policy based on customer feedback and industry best practices can help streamline the process and resolve issues efficiently.

In conclusion, a well-defined refund and returns policy is essential for establishing trust and transparency in customer transactions. By understanding the eligibility criteria, processes, and best practices involved in refunds and returns, businesses can effectively address customer concerns and maintain positive relationships. Implementing a customer-centric refund and returns policy demonstrates a commitment to customer satisfaction and can set a business apart in today’s competitive market.