Returns & Refunds

The E-Cig Store – Returns & Refunds Policy

If you’re not completely happy with your purchase from The E-Cig Store, we’re here to help.

This policy applies to orders placed on theecig.co.uk. (In-store purchases may be subject to a separate returns policy – please ask in store for details.)

How to Start a Return

If you have a problem with your order or wish to return an item, please contact our Customer Service team before sending anything back.

Please get in touch via the Contact Us page on our website. A member of the team will respond to:

• Help troubleshoot or resolve your issue, and/or

• Provide instructions and authorisation for returning your item(s).

Important: All returns (whether unwanted or faulty) must be authorised by our team in advance. Unauthorised returns may not be processed.

Unwanted Items / Exchange (Change of Mind – Online Orders)

If you’ve changed your mind, you can return unwanted items or your entire order for a refund or exchange within 28 calendar days of receiving it.

To be eligible for a change-of-mind return:

• Item(s) must be unused and in the same condition you received them.

• Item(s) must be in their original, unopened packaging (including any seals/shrink wrap where applicable).

• You must include a note or returns form with your order number and the reason for the return, so we can identify and process it.

Timelines

• You must notify us within 14 days of receiving your order that you wish to return it.

• Once we issue your returns instructions, we must receive the items within 14 days.

Return Postage for Unwanted Items

• You are responsible for the cost of returning unwanted items to us.

• If we offer a pre-paid returns label, the postage cost may be deducted from your final refund amount (we will confirm this before you proceed).

Health & Hygiene – Items We Cannot Accept Back (Unless Faulty)

Due to health and hygiene regulations, we are unable to accept returns for the following items once opened or used, unless they are faulty:

• E-liquids

• Replacement coils

• Disposable e-cigarettes

• Refill pods / prefilled pods

• Vape kits, tanks or devices that have been filled with e-liquid or show signs of use

We can only accept these products back unopened and unused, in their original sealed packaging when you are returning them due to a change of mind.

This does not affect your statutory rights regarding faulty goods.

Faulty or Damaged Items

If you believe an item is faulty, damaged or not working as expected, please contact us as soon as you notice the issue via our Contact Us page.

A member of our team may:

• Ask for more details, photos or videos to help diagnose the problem

• Offer troubleshooting support where appropriate

• Provide a returns authorisation and instructions if the product needs to be inspected

Once we receive and inspect the item, we will confirm the outcome. Depending on the result, we may:

• Repair the product (where applicable), or

• Send a replacement, or

• Issue a refund

Where an item is confirmed as faulty or we have sent the wrong item, we will usually cover the reasonable cost of return postage or provide a pre-paid returns option (we will confirm this in advance).

Returns Address

Once your return has been authorised, we will provide you with the correct returns address and any reference number you need to include inside the parcel.

Please note:

• You are responsible for ensuring the parcel reaches us safely.

• We recommend using a tracked postal service, and for higher-value items, an insured service.

• We cannot be held responsible for items that are lost in transit on their way back to us.

Refunds

When your return is received, we will:

1. Inspect the item(s) to ensure they meet the conditions of this policy.

2. Notify you of the approval or rejection of your refund.

If your refund is approved:

• Refunds will be issued to your original method of payment (e.g. credit/debit card, PayPal).

• Please allow 3–5 working days for the refund to appear, depending on your payment provider’s processing times.

• Any deduction for return postage (where applicable and agreed) will be clearly shown in the refund amount.

Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK law.