Return Policy

PLEASE READ CAREFULLY

Please do not send returns to us without a Returns Authorisation. Any returns received without a Returns Authorisation will NOT be processed.

Once we have authorised a return, we will ask that you print out our authorisation email and enclose it with your return, also including the following information

Returns Procedure and Conditions

Conditions - An item is understood as a whole unit. Accordingly, if the Customer ordered a pack and he/she is unsatisfied with one element of the package, he/she must send back the whole package. Smokers Exit reserves the right to return incomplete items to the Customer.

Note: Any parcel that does not comply to this procedure will not be treated as a priority.

Procedure - Prior to returning an order, the Customer must inform Smokers Exit of his/her desire to do so. This is possible by phone, e-mail, fax or posted mail. The time allowed for the Customer to contact the Customer Care department depends on the nature of the return. See our Terms and Conditions. 

Smokers Exit recommends that the Customer return the goods in such a manner that it may be traced to ensure its arrival at the given address. Contrarily, should the parcel not arrive at its final destination, the Customer would not be able to open an inquiry with the carrier to locate it. The Customer understands that a parcel that is not sent by Smokers Exit cannot be taken under the responsibility of the latter. The addresser is the only one in a position to ask the carrier to open an inquiry.

Packaging

• Choose a box commensurate with the items returned.
• Wrap the elements up with shockproof material. There must be a sufficient amount of protection around the elements so that they do not touch the inner surfaces or move inside the box. 
• Important note: Do not write anything on the item's original packaging.
• Clearly write the RMA number(s) on the cardboard box, n
• Write the given delivery address
• The Customer's data should also appear on the parcel. It is very important to write the RMA number(s) on the parcel.

NB: If the return is made for an illegitimate reason, the item may be rejected and sent back to the Customer at the Customer's expense. Contrarily, the reason for the return may be amended. Should this be the case, the Customer will be informed by e-mail and his/her return will be treated according to the newly amended reason.

A device with flaws or defect problems may be sent to the appropriate manufacturer after-sales department. In this case, the applied procedures will be the ones expressly recommended by the manufacturer.

All authorised returns must be sent back to us within seven days of your return authorisation date.

Faulty or Damaged Products (RETURNS)

If the Products delivered to you are defective, or become defective on receipt by you or within 30 days upon receipt by you, we will provide you with suitable replacements, or if such Product is unavailable, then an alternative which is of the same or similar quality and value.

How long do these products last?

Electronic cigarette batteries, including PCCs and atomisers are consumable products and as such we expect them to last at least 4 weeks from the date of receipt by you. We are happy to replace any of these products found to be faulty within this time.

Single Use items such as cartridges, cartomisers, clearomisers, tips, are disposable consumable products and as such we expect them to last at most the amount of use stated on each individual product information page. We are, however, happy to replace these items if they are found to be faulty upon receipt by you. (DOA)

If making a return during your 7-day cooling-off period, the Items returned must be in unused condition and in original and unopened packaging. The items will not be accepted if they do not meet these conditions or a restocking fee may be charged at our discretion. We recommend you appropriately insure any returns as we cannot be held responsible for lost or damaged returns. You will not be reimbursed for the original postage and packing or return costs if you return during your cooling-off period for any reason other than a fault.

E-liquids, cartridges and drip tips may not be returned under any circumstances for safety and hygiene reasons. Tanks, cartomisers and atomisers may not be returned if they have been filled/built/used, for safety and hygiene reasons. 

This does not affect your statutory rights. If you need to return a product to us please login and submit a returns request.

Smokers Exit Online Ltd. All Rights Reserved.

Registered in England Number  VAT Reg No. GB150837317

Registered address: Unit 4XB The Market Place, Bolton, Greater Manchester, BL1 2AR