Returns & Refund Policy

Last updated: 21 October 2026

1. Faulty on arrival

If a device does not fire, leaks from the body, or dies well before its rated puff count, contact us within 7 days of delivery with:

• Your order number or the name used at checkout.
• A short video showing the fault, with the device visible and the batch code readable.
• The batch code printed on the device or its box.

Once verified we replace the unit or refund it in full — your choice. You do not need to ship disposable units back to us.

2. What is not covered

• Damage from dropping, water, heat, or charging with a non-compatible cable.
• Normal depletion of e-liquid or battery, including a device that is simply empty.
• Change of mind after dispatch, or a flavour you personally dislike.
• Devices with removed or altered batch codes.
• Claims made more than 7 days after delivery.

3. Wrong or missing item

If your parcel contains the wrong item or is missing an item, tell us within 48 hours of delivery with a photo of everything received. We reship the correct item at our cost, or refund it — whichever you prefer.

4. Parcels lost or seized

Confirmed transit losses are replaced or refunded in full. Parcels seized by customs where the destination restricts nicotine imports are not refundable — we flag this risk before you pay. See the Shipping Policy.

5. How refunds are issued

Refunds go back to the original payment method within 5 to 10 business days of approval. Where the original method is unavailable, we offer a store credit or a transfer to another account in your name. We do not refund to a third party.

6. Order cancellation

You can cancel free of charge any time before dispatch. Once a tracking number has been issued, the order is in transit and cannot be cancelled; the faulty-item process above then applies.

7. Contact

Send claims to [email protected] with your order number in the subject line. We reply within one business day.

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