Delivery and Return

Delivery, Returns & Refunds Policy

1. Age Verification & Legal Requirements

- 18+ Restricted Goods: In accordance with UK law, it is illegal to sell e-cigarettes, hardware, or nicotine-containing products to anyone under the age of 18.
- Age Verification: Every order placed on our website is subject to a strict 18+ age verification check. This check will process automatically before or during dispatch.
- Failed Verification: If we cannot verify your age automatically, we will request further proof (such as a UK driving licence or passport). Orders that fail age verification will be cancelled and fully refunded.

2. Shipping & Delivery Policy

- Carrier Methods: We ship our orders using [e.g., Royal Mail Tracked Age Verification / specialized regional couriers].
- Signature Required: All shipments operate on a Challenge 25 policy. If you appear under 25, the delivery courier will ask to see a valid photo ID (Passport or UK Driving Licence) before handing over the goods.
- Processing Times: Orders placed before [e.g., 2:00 PM] Monday to Friday will be processed and dispatched the same day. Orders placed on weekends or bank holidays will be processed the next working day.
- Shipping Rates:
  - - Standard Delivery (2–3 working days): £X.XX (Free on orders over £XX)
    - Next-Day Delivery (1 working day): £X.XX
- Missed Deliveries: If a delivery fails because no adult (18+) was present to sign or show ID, the parcel will be held at your local sorting office. If the item is returned to us by the courier, original postage fees are non-refundable.

3. Returns & Your Right to Cancel (“Cooling-Off” Period)

- 14-Day Right to Cancel: Under the UK Consumer Contracts Regulations, you have the right to cancel your online order within 14 days of receiving your items without giving a reason.
- The 14-Day Return Window: Once you notify us of your intent to cancel, you have an additional 14 days to physically return the goods to us.
- Condition of Items: To qualify for a change-of-mind return, items must be entirely unused, unopened, and in their original packaging with all factory seals intact. You are permitted to inspect the external packaging as you would in a retail shop, but unsealing the item voids your right to return it.

4. Non-Returnable & Hygiene Exemptions

Due to strict health protection and hygiene regulations in the UK, the statutory right to cancel does not apply to the following categories once opened or unsealed:

- E-liquids, Pods, and Disposables: Any bottle, pre-filled pod, or disposable vape that has been opened or has a broken tamper seal.
- Coils and Tanks: Atomiser coils, tanks, and mouthpieces that have been opened or filled with liquid.

5. Faulty Goods & Warranties

- 30-Day Short-Term Right to Reject: Under the UK Consumer Rights Act, if your hardware arrives broken or develops a manufacturing fault within 30 days of delivery, you are entitled to a full refund, repair, or replacement.
- Extended Warranty: Electronic vape mods and starter kits are covered by a [e.g., 60-day / 90-day] manufacturing warranty covering internal electronic failures.
- What is Not Covered: The warranty does not cover issues caused by accidental drops, water damage, normal wear and tear, or user error (such as using the wrong charger or burning out a coil).
- Disposable Vapes / Leaking Pods: Any fault regarding disposable vapes or dead-on-arrival (DOA) pods must be reported to us within 48 hours of delivery confirmation, accompanied by photographic evidence of the serial number and packaging.

6. How to Return an Item

1. Contact Support: Email us at [Your Support Email Address] with your order number, details of the item, and the reason for return.
2. Pack Securely: Ensure the product is safely packed in its original box, including all components, charging cables, and manuals.
3. Return Postage: Return shipping costs for change-of-mind returns are paid by the customer. For confirmed faulty or defective items, we will provide a pre-paid return shipping label or refund your postage costs up to a maximum of £[e.g., 4.50].
4. Return Address:
  [Your Business Name]
  [Street Address]
  [City, Postcode]

7. Refund Processing Time

- Refund Window: Once your return is received and inspected, we will process your refund within 14 days.
- Payment Method: Refunds will strictly be issued back to the original debit/credit card or payment method used during checkout.

8. WEEE Take-Back Scheme (Vape Recycling)

As a UK distributor of electrical items, we comply with the UK WEEE Regulations. You can return your old vape hardware, batteries, and used pods to us on a like-for-like basis for responsible eco-friendly recycling. Contact our customer service team to learn how to utilize our free recycling take-back scheme.