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Reviewed by thousands of real customers on Feefo Rated /5 from reviews

You must be over 18 to purchase products from E-Cigarette Direct

Returns Policy: Q & A’s

What happens if I change my mind after I make a purchase?

No problem. As long as you haven’t used the device, you can cancel your order and (if you have already received the order) return the product to us for a refund.

How long have I got to change my mind?

You have 90 days (or until you use the product) to change your mind. This policy only covers unused products (for example, if you buy someone a present and then they decide they want something else.)

Please note the product must be in its original packaging, with any seals intact, and you must notify us within 90 days of your receipt of the order that you wish to cancel the order. The products must then be returned within a further 14 days. You can cancel by sending us an email or giving us a call on 01792 852843.

Full details can be found here. If you have any questions, please give us a call :)

What happens if I have a problem with a purchase?

It’s rare but it does happen.

The first thing to do is contact us, or pop into one of our shops if there is one near to you. Sometimes we can sort things out with a little advice!

If that doesn’t work, and your product is still within warranty, we’ll ask you to return it to us. Usually we can see the problem, but if we can’t we’ll replace it.

Our full returns policy can be found in our terms and conditions here.


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You Must Be Over 18 to Buy From E-cigarette Direct

Why do I have to prove my age?

To our website you look under 18.

So, as a responsible retailer, we need to check your age.

You'll only need to do this once and it takes less than a minute.

Our age verification system is quick and easy to complete. Simply enter your date of birth, and our system will use the information from your order to do the rest.

On rare occasions, you might find that you don’t succeed on first try. Don’t worry - our super-friendly customer service team is on hand to ensure that, as long as you are 18 or over, you can still get your vaping supplies!

Once you have confirmed your age we won’t usually need to check again. (Exceptions can occur, for example if you change your name).

(You can help us check your age by ensuring your name and address are spelt absolutely correctly in the order form :) )

How your data is used

We use as little data as possible. The only data that ECigaretteDirect keep is information needed to send your order, and your date of birth (so we only have to check once!)

Your age is checked using Experian, which will check the information you provide against information in existing records to confirm you are over 18. No credit check is performed but a record of the search will be visible to you on your credit report. This will not affect your ability to get credit.

Why do we check age?

As you may know, there has been some concern that under-18’s may try vaping.

This is against both our company policy and the law.

And as responsible retailers, we need to do everything we can to ensure that every customer is of legal age.

For more information, see our Terms and Conditions.