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.
If on the rare occasion you receive a product which is faulty or you’re unhappy with the quality, we’d like to help you resolve the problem as quickly as possible, so please contact us on 01637 859375 or firstname.lastname@example.org in the first instance and we’ll look into your query as soon as possible.
Please subsequently return any such items to us at:
54 Bank Street
Please include a note with details of the fault with the product or the reason why you’re unhappy with the quality. After checking the product, if we agree that the product is faulty we’ll offer you a replacement product or a full refund and reimburse the return postage costs.
*Please Note: the time periods for returns, as referred to above, don’t apply where you’re returning items in accordance with the statutory rights that you have as a consumer (e.g. you have a right to return items that are faulty that extends beyond 14 days).
This returns policy doesn’t affect the statutory rights which you have as a consumer. The examples of your statutory rights given in this Returns Policy aren’t intended to be a full representation of all your statutory rights. Full details of your statutory rights can be obtained from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office.