Returns Policy
In order to return a product for any reason, you must have an Electric Tobacconist Returned Merchandise Authorisation (RMA) Form from a member of our Customer Service Team. Please contact us through our Help Desk if you wish to return or cancel an order. Any unsolicited and unauthorised returns will be disposed of. Tap or click "submit a ticket" to contact us.
Returns must be received within 14 calendar days of the Returns Form being issued. If an item is not returned within this time frame, we are unable to accept it. Once we have received a returned item, please allow up to 7 working days for it to be processed and replacements dispatched/refunds issued. Please see below on the correct course of action to take regarding unwanted or faulty items and order cancellations.
When sending back products we ask that you acquire proof of postage. If you send back an item and we do not receive it, we will be unable to provide any further help if you do not have proof of postage.
Unwanted goods
Unwanted items may be returned within 30 days of delivery provided they have not been opened or used and are in the same condition as they were sold. Due to health & hygiene, e-liquids, disposable e-cigarettes and clearomizers are excluded from this policy and are only returnable if faulty.
Products must be returned "as sold"; if any products have been opened this is regarded as "acceptance" and you will not be able to return (as unwanted).
Faulty Goods
If you have received an item you believe to be faulty please visit our help desk and search for the issue you are experiencing as we may be able to provide a solution. If you cannot find a solution please submit a support ticket and a team member will be able to either advise further or supply you with our returns details.
Warranties differ depending on the type of product. Click here for warranty conditions (opens in new tab).
All faulty products are subject to testing. If no fault is found the product in question will be sent back to you.
Order Cancellations
If you wish to cancel your order prior to shipping, you have a half hour window after you have placed your order in which to do this. As we want to get your order to you as fast as possible we employ a very quick pick, pack and dispatch method so we may not be able to cancel your order if you notify us of cancellation after 2pm (irrespective of the half hour grace period).
If your order has been dispatched you have the opportunity to cancel within 14 days of its arrival; you will, however, need to send the products back to us before a refund can be issued.