Returns & Refunds
Find everything you need to know about change-of-mind returns, faulty items, damaged goods, wrong items, missing items and how refunds are processed for online orders placed on The E-Cig Store website.
This policy applies to online orders placed on theecig.co.uk.
In-store purchase policies may be different to online orders. If your item was purchased in store, please contact or return to the relevant store for further help.
How to Start a Return
If you have a problem with your order or would like to request a return, please contact our support team before sending anything back.
Please email us at Support@theecig.co.uk with your order number and details of the issue or return request. We will then advise you on the next steps.
Change of Mind Returns
If you have changed your mind, you can return eligible online order items within 28 calendar days of receiving them.
To qualify for a change-of-mind return, items must be:
- Unused
- In the same condition you received them
- In their original unopened packaging, including any seals or shrink wrap where applicable
We do not offer exchanges for change-of-mind returns. Eligible unwanted items will be refunded only.
Change of Mind Return Timelines
If you wish to return an unwanted item, you must:
- Notify us within 14 days of receiving your order that you want to return it
- Return the item so that we receive it within 14 days after we issue return instructions
This gives an overall maximum return window of up to 28 calendar days from delivery, provided the return is requested and sent back within the required timescales.
Return Costs for Unwanted Items
For change-of-mind returns, the customer is responsible for the cost of returning the item to us.
If your return is approved, we will refund the cost of the product only. The original delivery charge will not be refunded.
Health & Hygiene Restrictions
Due to health and hygiene reasons, the following items can only be returned for change-of-mind if they are unopened and unused:
- E-liquids
- Replacement coils
- Disposable vapes
- Refill pods and prefilled pods
- Vape kits, tanks and devices
If any of these items have been opened, filled, used, or show signs of use, they cannot be returned for change of mind unless they are confirmed as faulty.
Faulty Items
If you believe an item is faulty, please contact us with your order number and details of the fault before returning it.
Faults must be reported within the following timeframes:
- Devices and kits: within 30 days
- E-liquids, coils and pods: within 48 hours of delivery
For faulty devices or kits, we will need to inspect the product first before deciding whether a refund or replacement will be provided.
Fault Investigation Process
Before approving a refund or replacement, our team may:
- Request further details, photos or videos
- Provide troubleshooting support where appropriate
- Ask for the item to be returned for inspection
Once the item has been received and inspected, we will confirm whether a refund or replacement will be provided.
Wrong Item Received
If you receive the wrong item, please contact us and include a clear photo of the item received.
Once confirmed, we will usually resend the correct item free of charge.
In some cases, we may instead offer a refund once the returned item has been received and checked.
Missing Item from an Order
If an item is missing from your order, please contact us as soon as possible with your order number and details of the missing item.
We may investigate further before confirming the outcome.
If our investigation confirms that an item was missing, we will resend the missing item.
Damaged Items
If an item arrives damaged, please contact us and provide a clear photo of the damaged item.
Once reviewed, we will decide the appropriate resolution, which may include a replacement or refund depending on the issue.
Sale Items
Sale items can still be returned in line with this policy.
Bundles and Promotional Pricing
If part of a bundle or multi-item offer is returned, the refund will be based on the value of the returned product within that bundle or promotion.
This may differ from the standard standalone selling price of the individual product.
Returning Your Item
Once your return has been approved, we will provide you with the correct return instructions.
Please make sure your return includes your order number and any details we have asked you to provide.
We recommend using a tracked postal service when returning items, as we cannot be responsible for returns lost in transit back to us.
Refunds
Refunds are only processed once returned goods have been received and inspected by our team.
If your refund is approved, it will be sent back to your original payment method.
Please allow 3–5 working days after approval for the funds to appear back in your account, depending on your payment provider.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK law.
