Refund policy

In short: Changed your mind? You have 90 days to return unopened products for a refund or exchange. Received a faulty item? We'll refund you in full, including your delivery charge and reasonable return postage.

The plain-English guide below explains how it works. The full legal terms follow at the end of this page. If anything here differs from the legal terms, the legal terms apply. In the unlikely event of any conflict between this policy and our Terms and Conditions of Supply, the Terms and Conditions of Supply take precedence.

Changed your mind?

No problem - it happens. You have two options depending on timing:

Within 14 days of receiving your order, you have a legal right to cancel. Tell us you want to cancel (see How to return something below), send the items back within 14 days of telling us, and we'll refund the price plus standard delivery. You can examine items the way you would in a shop, but if you've handled them beyond that we won’t be able to refund you.

Within 90 days of receiving your order, we'll still happily refund or exchange your order - this is our own goodwill policy, on top of your legal rights. The only condition is that items must come back unopened, unused and re-saleable, with any seals or tamper-proof packaging unbroken. If seals are broken, we won't be able to refund.

Your item is faulty?

If a product is faulty or not as described, we'll replace the product or refund the full price, your delivery charge, and your reasonable costs of returning it to us. Contact Customer Services first (details below) and we'll talk you through it - often we can help you troubleshoot a problem over the phone so you can fix it there and then.

Most of our hardware is also covered by a warranty:

  • Chargers: 12 months
  • Tanks: 6 months
  • Batteries and pods which use replaceable coils: 3 months
  • Prefilled pods, cartomisers or coils: 5 days

None of this affects your statutory rights.

How to return something

  1. Tell us first, using your preferred method. Email support@ecigarettedirect.co.uk, call 01792 852843, or use LiveChat at www.ecigarettedirect.co.uk. Include your order number or order details so we can find your purchase quickly.
  1. Send it back. Our returns address is:

    E-Cigarette Direct
    Unit 4/5 Bell Court
    Felinfach
    Fforestfach
    Swansea
    SA5 4HP

  2. Send items within 14 days of telling us you want to cancel or return.

When will I get my refund?

We'll refund you within 14 days of receiving the items back (or of you sending us proof of postage, if that's earlier). If you cancelled before the order arrived, we'll refund within 14 days of your cancellation.

(Note that 14 days is the maximum, which our lawyers told us to put in - typically, we actually refund as soon as we are able to. That’s usually immediately if you’ve changed your mind about an order that has not been sent. If you need to return something, we typically refund it shortly after it has arrived back in the warehouse.)

Refunds go back to the credit or debit card you paid with. If you paid with vouchers, we may refund in vouchers or store credit. Once we've processed a refund, please allow up to 5 working days for your bank to show it in your account. If it hasn't appeared after that, get in touch.

Store credit

Sometimes we offer store credit instead of a card refund - for example, as an alternative for a return, or as a goodwill gesture. If we do:

  • It's linked to the email address on your account, so you'll need a registered account on our website to hold and use it.
  • You can spend it on anything physical we sell, including VAT and delivery costs.
  • It can't be transferred to anyone else, and it can't be exchanged for cash or a bank transfer (except where UK law requires it).
  • It's valid for one year (365 days) from the date it's issued.

Returning something you bought with store credit?

If you paid partly by card and partly with credit, we'll refund up to the card-paid amount to your card and the rest to your store credit. (For example, on a £100 order paid with £60 card + £40 credit, up to £60 goes back to your card.) If you'd rather have the whole refund as store credit, just say. Orders paid entirely with store credit are refunded entirely as store credit.

Quick answers

Do I need the original packaging? For change-of-mind returns, yes - items need to be re-saleable with seals intact. For faulty items, return what you have.

Who pays return postage? You do for change-of-mind returns; we do for faulty items.

Where do I send my return?

E-Cigarette Direct
Unit 4/5 Bell Court
Felinfach
Fforestfach
Swansea
SA5 4HP

The full legal terms

1. YOUR CONSUMER RIGHT OF REFUND AND RETURN

This clause 1 only applies if you are a consumer.

1.1. If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 1.3. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

1.2. However, this cancellation right does not apply in the case of:

(a) sealed bottles of e-liquid or packets of cartomisers once these Products are unsealed after you receive them;

(b) sealed kits, pods (prefilled or refillable), clearomisers, nicotine pouches, nicotine gum or coils once these Products are unsealed after you receive them; or

(c) any Products which become mixed inseparably with other items after their delivery.

1.3. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:

Your Contract

End of the cancellation period

Your Contract is for a single Product (which is not delivered in instalments on separate days).

The end date is the end of 14 days after the day on which you receive the Product.


Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

Your Contract is for either of the following:

– one Product which is delivered in instalments on separate days;

– multiple Products which are delivered on separate days.

The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.


Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

Your Contract is for the regular delivery of a Product over a set period.

The end date is 14 days after the day on which you receive the first delivery of the Products.


Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

 

1.4. To cancel a Contract, you just need to let us know that you have decided to cancel. To cancel your contract, please e-mail us at support@ecigarettedirect.co.uk or contact our Customer Services team by telephone on 01792 852843 or on LiveChat via our website at  www.ecigarettedirect.co.uk. If you are e-mailing us or writing to us please include details of your order to help us to identify it.

Your cancellation is effective from the date you tell us that you wish to cancel your contract. For example, you will have given us notice in time as long as you e-mail us before midnight on that day.

1.5. If you cancel your Contract we will:

(a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop (this may include opening sealed packaging where we will be unable to re-sell the goods due to hygiene reasons). If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 days at one cost but you chose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

(i) if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 1.7;

(ii) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

1.6. We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

1.7. If a Product has been delivered to you before you decide to cancel your Contract:

(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back or return it to us in-store. Please see our Returns page for our returns address and how to arrange a return.

(b) unless the Product is faulty or not as described (in this case, see clauses 1.8 and 1.9), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery.

Faulty Products

1.8. As a consumer, you have legal rights in relation to Products that are faulty or not as described. We will comply with our legal duty to supply Products that are in conformity with this Contract. These legal rights are not affected by your right of return and refund in this clause 1 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Please refer to the warranty set out in clause 16 of our Terms and Conditions of Supply.

1.9. If you have returned the Products to us under this clause 1 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

Non-Faulty Products

1.10. In addition to your statutory rights above, we offer a 90 day period for you to return non-faulty products for an exchange or refund. You can either send it back or return it to us in-store. Please see our Returns page for our returns address and how to arrange a return. If you have returned the Products to us under this clause 1 because you have changed your mind, we will:

(a) refund you the price you paid for the Products. However, the Products must be returned in an unopened, unused and re-saleable condition. In particular any sealed packaging or tamper-proof seals must be unbroken and undamaged otherwise we will not be able to refund you any of the price paid.

(b) refund any delivery costs you have paid, although, the maximum refund will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

1.11. You will be responsible for the costs of returning the Products to us.

1.12. We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

2. STORE CREDIT

2.1. Issuance of Store Credit. Store Credit is issued at our sole discretion and is typically provided in the following circumstances:

  • Returns: As an alternative to a refund to your original payment method for returned goods, subject to clause 1 of this policy.
  • Goodwill Gestures: As a courtesy or resolution for customer service-related matters.

Store Credit cannot be purchased, has no cash value, and is not a "gift voucher" or "prepaid card" under the meaning of the Consumer Rights Act.

2.2. Usage and Redemption.

  • Account Requirement: Store Credit is strictly linked to the email address used at the time of issuance. You must have a registered account on our website to hold and use Store Credit.
  • Scope of Use: Store Credit can be applied toward the purchase of any physical goods, including applicable VAT and shipping costs.
  • Non-Transferability: Store Credit is non-transferable and cannot be gifted, sold, or assigned to any other person or account.
  • No Cash Redemption: Store Credit is not redeemable for cash or bank transfer, except where required by UK law.

2.3. Expiration. All Store Credit (whether issued via return or as a goodwill gesture) expires one year (365 days) from the date of issuance. Any remaining balance after this period will be forfeited.

2.4. Refunds for Purchases Made with Store Credit. If you return an item purchased using Store Credit, the refund will be processed as follows:

  • Split Payments: If you paid using a combination of a credit/debit card and Store Credit, we will refund up to the original card-paid amount (e.g., up to £60 on a £100 order where £40 was credit) back to your card. Any remaining balance will be returned to your Store Credit account.
  • Customer Choice: Notwithstanding the above, you may elect to receive the entire refund as Store Credit if you prefer.
  • Full Credit Purchases: Purchases made entirely with Store Credit will be refunded entirely as Store Credit.