Returns & Refunds — United Kingdom

Return Window

You have 45 days from the delivery date to report a problem with a United Kingdom order. We extend the window on international orders to allow for longer transit and local postal handling.

What We Accept

• Devices that arrive faulty, leaking, dead on arrival, or that fail the IGET authenticity check
• Incorrect items or flavours sent in error
• Parcels damaged in transit (send photos of the packaging and device)
• Orders confirmed lost by the carrier after an investigation

What We Cannot Accept

• Opened or used devices returned simply because you changed your mind — nicotine products cannot be resold once unsealed
• Devices depleted through normal use, or discharged batteries at end of life
• Damage caused by drops, water, heat or attempted disassembly
• Orders seized or refused at the United Kingdom border where the product is restricted locally

How To Start A Return

Message us from the contact page with your order number, a short description and a photo or short video of the fault. Our team replies within 1 business day (AEST business hours — allow for the United Kingdom time difference).

Refunds & Replacements

Approved claims are refunded in GBP to your original payment method within 5–10 business days, depending on your bank's international settlement time, or replaced and re-shipped free of charge.

Where the fault is ours we also refund the original tracked international from $24.95 shipping charge. Local duties already paid to United Kingdom customs cannot be refunded by us — claim those directly from your local authority.

Return Postage

We do not ask United Kingdom customers to post devices back internationally. Photo or video evidence is enough to process a faulty-device claim, which saves you the return freight entirely.

Your Local Consumer Rights

This policy is in addition to any statutory consumer rights you hold in United Kingdom; where local law grants you stronger remedies, those rights still apply.