Shop Ecigs Delivery & Returns Information
Our dedicated team at Shop Ecigs UK take care in ensuring that only the best quality products are sold to our customers.
Each parcel is checked before dispatch to ensure that nothing is damaged or defective. If on the rare occasion you receive a faulty or defective item, we would be to happy to exchange or refund the item.
Please ensure you follow the instructions on how to return/exchange the item below.
A: Returns Procedure For Faulty Items
1) Items received as damaged
If you have received a faulty item please notify us by email within 2 working days of receiving your order.
Please contact us by email, quoting your order reference number, the problem you are experiencing with the item, and an email and telephone number that we can contact you on.
Once we have received your email, we will reply to you and detail the next steps to complete your return/exchange. If your item is faulty, we will likely offer you an exchange once we receive the returned item.
Our customers are never charged a handling fee!
2) Items with faults occuring/discovered after initial use / after receiving goods
If you have a discovered or encountered a problem with a product after the first few days of receiving it and before the end of that product's guarantee period (as stated by the manufacturer), our policy is in line with the luggage industry in general.
All items returned to us as faulty will be checked by the manufacturer. Items that have failed due to a fault in the manufacturing process will be replaced or refunded.
Customers are advised to refer to each manufacturer's particular terms, and note that in general we have seen that luggage manufacturers' warranties generally cover defects in material and workmanship and DO NOT not cover damage caused by misuse, airline damage, neglect or failure to follow recommended use.
Where damage has been caused in transit / at the airport, customers are strongly advised to inform the airline, BEFORE leaving the airport.
Once you leave the airport, the airlines will not cover the damage, and the damage is generally not covered by any manufacturers warranty, due to mishandling.
Airlines are obliged to compensate / repair any luggage that has been damaged by way of mishandling, whilst the bag is in their care.
Please contact us by email for more information, attaching photos of the damage when you do.
B: Returns Procedure for Goods for any other reason
Shop Ecigs UK complies with all UK legislation for internet related sales and customers are advised to contact us within 7 working days of receiving the goods by contacting us by email,
Once your order has been dispatched, it can no longer be cancelled, however you may return your order for a refund less any return costs.
You may cancel your order at any time up until we send you the dispatch confirmation and dispatch your order. If you cancel your order before dispatch, we will provide you with a full refund of the purchase price paid. Once your order has been dispatched, it can no longer be cancelled, however you may return your order under the UK Distance Selling Regulations 7-day returns guarantee below.
7-day returns guarantee
Under the UK Distance Selling Regulations, if for any reason you are unhappy with your purchase, you can return it to us in its original unused condition within 7 working days of the date you received the item. We will provide a full refund, or you can exchange your purchase for another item.
Please note that you will be responsible for returning your purchase to us, including any postage costs. We recommend you use a guaranteed delivery service, such as Royal Mail Special Delivery, as you will be liable for any returned goods that are damaged or lost in transit.
Please notify us by e-mail at firstname.lastname@example.org, quoting your name and order number, and RMA before returning any purchases.
If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the cost of the item and the delivery charges incurred in sending the item to you and either arrange for the item to be collected or refund your reasonable costs of returning it to us.
If you are returning an undamaged, non-defective item under the 7-day returns guarantee, and there has been no error on our part, we will refund the cost of the item and any delivery charges incurred in sending the item to you. You will be responsible for the cost of returning any item to us.
We aim to process all refunds within 15 days of receiving your email notification.
All refunds will be made to the debit or credit card used to make the purchase. We are unable to make refunds to a different card or bank account.