Navigating Refund and Returns Policies: A Consumer Guide


Refund and returns policies are essential safeguards for both consumers and businesses in the retail industry. These policies outline the terms and conditions for returning purchased goods, obtaining refunds or exchanges, and resolving issues related to product quality or dissatisfaction. This article provides a comprehensive overview of refund and returns policies, their importance, key components, and best practices for consumers and businesses.

Importance of Refund and Returns Policies

Refund and returns policies are crucial for establishing trust and confidence between consumers and retailers. These policies demonstrate a commitment to customer satisfaction, fair treatment, and quality assurance. By clearly outlining procedures for returns, exchanges, and refunds, businesses can effectively manage customer expectations and enhance the overall shopping experience.

Key Components of Refund and Returns Policies

1. Eligibility Criteria
Refund and returns policies typically outline the eligibility criteria for initiating a return or refund, including timelines, conditions, and requirements. Consumers should familiarize themselves with these criteria to understand when and how they can request a refund or return a product.

2. Return Procedures
The policy should detail the procedures for returning a product, including packaging instructions, return shipping methods, and any restocking fees or return shipping costs that may apply. Clear and concise instructions help streamline the return process for both consumers and businesses.

3. Refund Options
Refund and returns policies specify the available refund options, such as store credit, exchange for a different product, or a full or partial refund. Consumers should be aware of the refund options available to them and any conditions or limitations that may apply.

4. Damaged or Defective Products
In the event of receiving a damaged or defective product, the refund and returns policy should address the process for returning the item, obtaining a replacement or refund, and resolving any issues related to product quality. Businesses should prioritize resolving such issues promptly and professionally to maintain customer satisfaction.


We offer a 90-day warranty on all electronic products from purchase. Our product warranty covers mechanical and electrical failure, but the warranty lasts for 90 days and does not cover cosmetic damage, general wear and tear, or accidental/liquid damage.

Your warranty does not cover failure due to accident or misuse.

The warranty on these products will be void if any obvious external signs of damage or misuse exist.

If your product exceeds our 90-day warranty, we recommend that you or your customer contact the manufacturer directly, as most electrical products come with a 1-year manufacturer’s warranty.

Change your mind?

All orders can be returned to us within 14 days of purchase.

If you change your mind and wish to return an item, you have 14 days from the date of purchase to return it. In this case, the returned product should be sealed in the original packaging and unopened. If you are returning an item worth more than £50, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.

We cannot accept returns on e-liquids once their seal has been broken.

Lost items

If you find that items are missing from your order, we strongly recommend that you check your complete order again, checking all corners of the box and the packaging materials used. Most items can usually be found in their original packaging.

We must be notified within three days of any order errors or shortages.

If you confirm that an item is missing from your order, we must conduct a full internal investigation. This includes checking all warehouse evidence records and raising a dispute with the delivery courier. We must allow up to 5 business days to complete our investigation before sending any replacement items.

Defective or damaged items

Please notify us immediately if the item you receive is damaged in transit. We will let you know the following steps, as your item may be eligible for an exchange or refund.

Damaged and defective items must be returned to us for inspection by our technical team.

If an item is not returned in its original condition, we reserve the right to refuse the return or provide a partial refund based on our assessment.

If the item shows signs of cosmetic or accidental damage, we may refuse the return and ship it back to you.

The buyer is responsible for any damage in transit caused by improper packaging. We recommend taking photos before sending your return.

We do not accept returns on clearance products, and our warranty does not apply to these items.

Where appropriate, we will attempt to repair the defective product and resend it. If it cannot be restored, we will provide a replacement or refund.

Reviewing the product and arriving at a solution may take up to 7 days.

If a product is found to be free of defects after testing, we reserve the right to resend it in its original condition.


If we need to issue a refund for faulty, returned, or lost merchandise, our primary option is to issue you a gift voucher, which you can redeem online with your next order.

Alternatively, we can refund the amount to your original payment account; this process may take up to 5 working days to complete.

Refunds for orders paid via bank transfer will only be issued as gift cards.

The gift card balance must be used within six months of issuance.


Refund and returns policies are essential components of retail transactions, providing consumers with confidence, protection, and recourse in case of issues with their purchases. By understanding the key components of these policies and following best practices, consumers and businesses can navigate the refund and returns process effectively, fostering positive relationships and trust in the retail industry.