Returns Policy

Returns policy

 

Please read this policy carefully before any return. You will need to have a return authorisation number from us before ant return is accepted.

The following products are unable to be retuned due to health & hygiene reasons, e-liquids, disposable e-cigarettes, and clearomizers are excluded from this policy and are only returnable if faulty.

1.    Introduction

1.1   We understand that from time to time you may wish to return a product to us.

1.2   We have created this policy to enable you to return products to us in appropriate circumstances.

1.3   This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2.    Returns

2.1   If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)   we receive the returned product within 30 days following the date of dispatch of the product to you.

(b)   the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new.

(c)   you comply with the procedure set out in this policy in relation to the return of the product; and

(d)   none of the exclusions set out in this policy apply.

3.    Returns procedure

3.1   In order to take advantage of your rights under this policy, you must contact us first to obtain a return authorisation number, on help@eternalvape.co.uk and then send the product to us with a covering note quoting that number. Returns without a return authorisation number will be disposed of.

3.2   Products returned under this policy must be sent by Royal Mail Signed For delivery or similar courier that has a proof of posting. We will be unable to help you if your package goes missing and you don’t have proof of posting.

3.3   If you believe your item is faulty and want to return it. Please contact us first on help@eternalvape.co.uk as we may well have a solution to your issue and be able to resolve it.

3.4    Warranties differ for each product please contact us discuss any warranty claims.

4.    Exclusions

4.1   The following types of product may not be returned under this policy:

4.2   Due to health & hygiene, e-liquids, disposable e-cigarettes and clearomizers are excluded from this policy and are only returnable if faulty.

5.      Refunds

5.1   We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2   We will not refund to you the original delivery charges relating to the returned product unless the item was proved to be faulty.

5.3   We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6.    Improper returns

6.1   If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)   we will not refund the purchase price or exchange the product;

(b)   we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)   if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7.       Order Cancellations

7.1.  Due to our same day dispatch service, we have a very limited window to cancel orders after they are placed. You will need to contact us within 30 minutes of your order going through but after 14.00 this still may still not be possible. This does not affect your right to cancel the order 14 days after it has been shipped but you would need to return the goods to us for us to be able to process a refund.

 

Top