Cancellations and Returns
Under the European Directive on Consumer Rights (EDCR) you can cancel your contract with us / return products* within 14 days of receiving your order.
If you wish to cancel your order you can either:
- Tell us within 14 days of receipt. You then have a further 14 days to return your complete order
- Print, complete and return our Cancellation Form with the products within 14 days of receipt of your order
Please return the product(s) in the condition that you received them, as we may not be able to give you a full refund if the value of a product is diminished by something you’ve done.
Products must be returned at the expense of the customer unless you’re returning a faulty product. If these conditions are met, we’ll issue a full refund including original postage and packaging costs.
Until you return items to us, you’re responsible for their safe keeping and taking reasonable care of them. We don’t accept liability for returned packages damaged during transit back to us. It’s your responsibility to wrap products adequately to prevent damage.
Once we’ve received your returned products, we’ll issue your refund within 30 days.
*Please note – some product(s) can’t be cancelled or returned if incorrectly ordered or because you’ve changed your mind (these are indicated on the website). Most items can be returned, with the following exceptions:
- Loose tobacco – can’t be returned due to the nature of the product
- Packaged tobacco – if unsealed and opened
- My Custom Blend – can’t be returned as it’s a customised tobacco product
- E-liquids – if unsealed and opened
- Certain products – there may be products which are excluded from our Returns Policy. If this applies it’ll be clearly stated on the product page before you purchase
Your statutory rights are unaffected.