Returns
This Returns Policy explains how to return goods purchased from Smoke Shop and when refunds may apply. It should be read with your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy reduces your statutory rights. If goods are faulty or not as described, the law may give you stronger remedies than our standard return window.
1. Overview
Smoke Shop operates as an online retailer in the United Kingdom. Because many of our products are sealed nicotine or vaping goods, some returns are limited once packaging has been opened, for hygiene and legal reasons.
2. Cooling-off period (distance sales)
For most unused goods bought online, you may cancel within 14 days of receiving the order and return the goods within a further 14 days, unless an exception applies.
To start a cooling-off cancellation, tell us clearly that you wish to cancel (email is fine) and include your order number. Goods must be returned unused, in original condition and with seals intact where the product was supplied sealed.
You are responsible for the cost of return postage for change-of-mind returns unless we agree otherwise or the law requires us to pay.
3. Faulty, damaged or incorrect goods
If an item arrives damaged, is faulty, or is not what you ordered:
- contact us as soon as possible with your order number and photos where helpful;
- do not continue to use a faulty device if it may be unsafe;
- we will arrange a repair, replacement or refund as appropriate under the Consumer Rights Act 2015.
Please inspect parcels on arrival and report transit damage promptly so we can raise this with the courier where needed.
4. How to return an item
- Email sales@smoke-shop.co.uk with your order number and reason for return.
- Wait for return instructions and any authorisation we provide.
- Pack the goods securely in original packaging where possible.
- Send the parcel using a tracked service and keep proof of postage.
Do not return goods without contacting us first - we need to log the return and confirm the correct address.
5. Refunds
Approved refunds are made to the original payment method. We aim to process refunds within 14 days of receiving the returned goods (or of you providing evidence of return, where applicable). Delivery charges are refunded only where required by law (for example certain cancellations or where goods were faulty).
6. Items we may not accept for return
Unless faulty or otherwise required by law, we may refuse returns of:
- sealed goods opened after delivery where return is unsuitable for health or hygiene reasons;
- e-liquids, nicotine pouches or similar consumables that have been opened or used;
- personalised items (if offered);
- goods returned incomplete, damaged by misuse, or without original seals where seals were present at sale.
7. Contact
Returns and refunds: sales@smoke-shop.co.uk.