Terms & Conditions

1.1 What these terms cover. These are the terms and conditions on which we supply products to you through our websites and retail stores. They apply to consumer sales only.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2.1 Who we are. We are the company identified as the seller on the website, order confirmation, receipt or other sales documentation relating to your purchase ("we", "us" or "our"). Details of the relevant company, including its registered name, company number, registered office and contact details, are available on the relevant website or can be obtained from the relevant store.

2.2 How to contact us. You can contact our Customer Services team using the contact details provided on the relevant website or by contacting the relevant store.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3.1 Our products are only available to individuals aged 18 or over. By placing an order, you confirm that you are at least 18 years of age and legally entitled to purchase the products in your country or jurisdiction.

3.2 We may carry out age verification checks at any time before or after accepting your order, including using third party verification services or by requesting identification. If we are unable to verify your age, you fail any age verification checks, or you do not provide satisfactory proof of age when requested, we may refuse, cancel or terminate your order and issue a refund where appropriate.

4.1 How we will accept your order. Our acceptance of your order will take place when we send you an order confirmation by email or otherwise confirm acceptance of your order, at which point a contract will come into existence between you and us.

4.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified, because we reasonably suspect fraudulent activity, because we are unable to complete required age verification, because we reasonably believe the order has been placed for resale or other commercial purposes or because we are prevented from supplying the products by law or regulatory requirements.

4.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

5.1 Products may vary slightly from their pictures. The images of the products on our website or other marketing materials are for illustrative purposes only. Although we make every effort to display colours, packaging and product information accurately, we cannot guarantee that your device will display them correctly. Your product may vary slightly from those images, including as a result of manufacturing changes, packaging updates or changes required by law or regulatory requirements.

5.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

If you wish to make a change to the product you have ordered, please contact us as soon as possible. We will let you know if the change is possible. We may be unable to make changes once your order has been processed or prepared for dispatch or collection. If the change is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may wish to end the contract (see clause 9 - Your rights to end the contract).

7.1 Minor changes to the products. We may make minor changes to the products:

7.1.1 to reflect changes in applicable laws, regulations or industry requirements;
7.1.2 to implement minor technical improvements or manufacturing changes; or
7.1.3 to improve safety, quality or performance. These changes will not materially affect the intended use of the product.

7.2 More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

7.3 Product Safety. If a product is subject to a safety notice, recall or other regulatory action, we may contact you with instructions regarding its return, replacement, repair or disposal. You agree to cooperate with any reasonable instructions provided in relation to such products.

8.1 Delivery costs. The costs of delivery will be as displayed to you on our website.

8.2 When we will provide the products. During the order process we will provide an estimated delivery date or, where available, collection date. Unless otherwise agreed, products will be delivered or made available for collection within 30 days after we accept your order. Delivery times for international orders will vary depending on the destination. Where collection services are offered, we will notify you when your order is ready for collection. Orders not collected within a reasonable period may be cancelled and refunded in accordance with these Terms.

8.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

8.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

8.5 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 11.2 will apply.

8.6 Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:

8.6.1 we have refused to deliver the goods;
8.6.2 delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
8.6.3 you told us before we accepted your order that delivery within the delivery deadline was essential.

8.7 Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 8.6, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

8.8 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 5 or clause 6, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us. We will pay the costs of postage or collection.

8.9 Delivery instructions. If you ask us or our delivery partner to leave your order in a safe place or with a neighbour, or you provide alternative delivery instructions, the order will be deemed to have been delivered once those instructions have been followed.

8.10 When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.

8.11 When you own goods. You own a product which is goods once we have received payment in full.

8.12 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, name, address and proof of age. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 11.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

8.13 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

8.13.1 deal with technical problems or make minor technical changes;
8.13.2 update the product to reflect changes in relevant laws and regulatory requirements;
8.13.3 make changes to the product as requested by you or notified by us to you (see clause 7).

8.14 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than one months in any period, we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than two months and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

8.15 Missing or damaged items. If any items are missing from, or damaged in, your order, please notify our Customer Services team as soon as reasonably practicable after receiving your order, and where possible within 24 hours. Please provide your order details together with any information we reasonably request, such as photographs or batch numbers, and do not dispose of any damaged products until we have completed our assessment. Following our investigation, we will, where appropriate, replace the missing or damaged items or provide a refund. This clause does not affect your statutory rights.

9.1 You can end your contract with us under some circumstances. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

9.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 12 and our Warranty and Returns Policy available on the relevant website.

9.1.2 If you want to end the contract because of something we have done or have told you we are going to do see clause 9.2;

9.1.3 If you have just changed your mind about the product, see clause 9.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

9.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 9.4

9.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 9.2.1 to 9.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

9.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 7.2);

9.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

9.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;

9.2.4 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one week; or

9.2.5 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 8.6).

9.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.

9.3.1 You do not have a right to change your mind in respect of:

9.3.1.1 products sealed for health protection or hygiene purposes. Electronic cigarettes, clearomizers, atomizers (also known as coils or heads), pods and tanks are oral based products, once opened or used cannot be returned for hygiene and safety reasons unless defective;

9.3.1.2 products which are liable to deteriorate or expire rapidly, including e-liquids where appropriate;

9.3.1.3 any products which become mixed inseparably with other items after their delivery.

9.3.2 Where you exercise your rights under this clause, you must

9.3.2.1 notify us of your intention to cancel, by contacting our Customer Service team. In some circumstances you will be given a Returns Merchandise Authorisation (RMA) number which should be included with your return. Returns received without prior authorisation may delay the processing of your refund or replacement.

9.3.2.2 safely return all goods at your own expense (unless the products are defective), unopened and unused in the original packaging.

9.3.2.3 Include all documentation, full name, order number and reason for return, including RMA where applicable.

9.3.2.4 Where you are arranging the return yourself, we recommend using a tracked delivery service and retaining proof of postage until your return has been received. We will not be liable for any items lost in the post.

9.3.2.5 Return the products within the timescales notified by our Customer Services team or otherwise within any applicable statutory period. If an item is not returned within this time frame, we may not be able to accept it.

9.3.2.6 allow up to 5 working days for items to be checked and the replacement dispatched or credit / refund issued.

9.4 Ending the contract where we are not at fault and there is no right to change your mind. If we are not at fault and you do not have a right to change your mind (see clause 9.1), you may still be able to end the contract before it is completed, but you may have to pay us compensation. If you want to end a contract before we have despatched items to you, please contact our customer services team. If we are able to end the contract we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

10.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

10.1.1 Phone or email. Contact our Customer Services team using the contact details provided on the relevant website or by contacting the relevant store. Please provide your name, address, details of your order and, where available, your telephone number and email address.

10.1.2 Online. Where available, complete the online cancellation or returns form on the relevant website.

10.1.3 By post. Write to us using the contact details provided on the relevant website or by contacting the relevant store, including details of what you bought, when you ordered or received it and your name and address.

10.2 Returning products after ending the contract. If you end the contract after products have been dispatched or received, you must return them in accordance with the instructions provided by our Customer Services team or as set out on the relevant website. Where appropriate, products may also be returned to one of our retail stores where this service is offered. If you are exercising your right to change your mind you must comply with clause 9.3.

10.3 When we will pay the costs of return. We will pay the costs of return only where an item is damaged, under clause 9.1.1 and in some circumstances under clause 9.1.2:

10.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

10.5 How we will refund you. We will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price, as described below.

10.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind: we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

10.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you, or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 10.2.

11.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

11.1.1 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;

11.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example proof of age;

11.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;

11.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract

11.3 We may withdraw the product. We may stop supplying a product where necessary for commercial, safety or regulatory reasons. Where appropriate, we will let you know in advance and refund any sums paid for products that have not been supplied.

12.1 How to tell us about problems. If you have any questions or complaints about a product, please contact our Customer Services team using the contact details provided on the relevant website or by contacting the relevant store.

12.2 Summary of your legal rights. We will supply products that conform to this contract. Nothing in these Terms affects your statutory rights. Further information about our warranty and returns process is available in our Warranty and Returns Policy on the relevant website.

12.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will refund the costs of postage or collection label or to arrange collection.

13.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 13.3 for what happens if we discover an error in the price of the product you order.

13.2 We will pass on changes in taxes. If the rate of VAT, Vape Products Duty or any other applicable tax or duty changes between your order date and the date we supply the products, we will adjust the amount payable where we are legally entitled or required to do so, unless you have already paid in full before the change takes effect.

13.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

13.4 When you must pay and how you must pay. We accept payment using the payment methods made available on the relevant website or in the relevant store. Unless otherwise agreed, payment must be made before the products are dispatched or collected.

14.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987

14.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will not be liable for any loss of profit, loss of business, business interruption or loss of business opportunity.

We will only use your personal information in accordance with our Privacy Policy, which is available on the relevant website.

16.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 7 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.

16.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

16.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.

16.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

16.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

16.6 Which laws apply to this contract and where you may bring legal proceedings. These Terms are governed by the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also bring legal proceedings in the courts of your part of the United Kingdom. If you are a consumer resident outside the United Kingdom, you may also have rights under the mandatory consumer laws of your country of residence.

17.1 Certain products may be subject to specific safety warnings, regulatory information and usage instructions. You should read and follow all product packaging, labels and accompanying instructions before using the product.

18.1 Discounts and Promotional Offers. All promotions, discounts and special offers are subject to availability and may be withdrawn, amended or ended at any time unless stated otherwise. Promotions cannot be used in conjunction with any other offer unless expressly stated by us in writing.

18.2 Promotion-specific Terms. Certain promotions, competitions, bundle offers, discount codes or other marketing campaigns may be subject to separate terms and conditions. Where applicable, those terms will be made available at the time of the promotion and will apply in addition to these Terms.

18.3 Gift Cards, Store Credit and Loyalty Programmes. Gift cards, e-gift cards, store credit and loyalty programmes (where available) may be subject to separate terms and conditions, which will be made available where applicable. We may amend, suspend or withdraw any such programme or benefit in accordance with those terms.

19.1 Discounts and Offers. All products that are discounted are subject to availability and we have the right to withdraw or amend offers and discounts at the promoter's discretion. Percentage discounts are rounded to the nearest decimal place for design purposes, the unrounded values will be applied to your order upon check-out.

19.2 Bundle Deal Offers. From the purchase of the bundle deal, you have 90 days to return your faulty device. Faulty devices can only be exchanged, no refunds will be given as it is a free item. If your device becomes faulty after 90 days you would need to contact the manufacturer.

19.3 Social Media Competition(s). All entrants must be 18+ and have followed the competition requirements, including liking or following the page. Winners will be picked at random. Colour variants for products are subject to availability. If the winner does not respond within 24 hours they are no longer eligible for the prize and a new winner will be chosen at random. All competition winners must have an account set up on the website to receive their prize. All competitions can be amended or withdrawn at the discretion of the promoter.

20.1 What do these terms cover. These are the terms and conditions on which we supply products under the promotion to you, whether these are goods, services, or digital content.

20.1.1 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you the terms under which promotional activity is undertaken, including but not limited to; Discount Codes, limited time offers, price reductions, multibuys, and bundles. If you think that there is a mistake in these terms please contact us to discuss.

20.2 Vape Kits/Pod Kits With Free E-Liquids.

20.2.1 Applies to selected kits only.
20.2.2 Offer cannot be redeemed, in full, against any Outlet product.
20.2.3 We reserve the right to change, without notice, the number of promotional items in this offer.
20.2.4 Other exclusions may apply.
20.2.5 We reserve the right to withdraw or amend this offer at any time without notice.

20.3 E-Liquid 10ml Multi-Buys.

20.3.1 Applies to selected E-Liquids only.
20.3.2 Offer cannot be redeemed, in full, against selected Vape Kit and E-Liquid Bundles, for further details please get in touch.
20.3.3 We reserve the right to change, without notice, the number of promotional items and discount amount.
20.3.4 Offer cannot be redeemed, in full, against any Outlet product.
20.3.5 Other exclusions may apply.

20.4 Short Fills – 2 For £20.

20.4.1 Selected products only.
20.4.2 Offer cannot be redeemed, in full, against selected Vape Kit and E-Liquid Bundles, for further details please get in touch.
20.4.3 We reserve the right to change, without notice, the number of promotional items and discount amount.
20.4.4 Offer cannot be redeemed, in full, against any Outlet product.
20.4.5 Other exclusions may apply.

20.5 Short Fills – 50ml & 100ml Multibuys.

20.5.1 Selected products only.
20.5.2 Offer cannot be redeemed, in full, against selected Vape Kit and E-Liquid Bundles, for further details please get in touch.
20.5.3 We reserve the right to change, without notice, the number of promotional items and discount amount.
20.5.4 Offer cannot be redeemed, in full, against any Outlet product.
20.5.5 Other exclusions may apply.

20.6 Free Nicotine Shots.

20.6.1 Selected products only.
20.6.2 Maximum purchase quantity may apply.
20.6.3 We reserve the right to change, without notice, the number of promotional items and discount amount.
20.6.4 Offer cannot be redeemed, in full, against any Outlet product.
20.6.5 Other exclusions may apply.

20.7 Avomi Introductory Offer.

20.7.1 Selected Avomi products only.
20.7.2 Maximum purchase quantity may apply.
20.7.3 We reserve the right to change, without notice, the number of promotional items and discount amount.
20.7.4 Free delivery only applicable to the Avomi Starter Kit Bundle.
20.7.5 Other exclusions may apply.
20.7.6 Subject to availability and while stocks last. These terms and conditions are governed in accordance with the laws of England & Wales.
20.7.7 Codes cannot be used in conjunction with any other offers.

(Complete and return this form only if you wish to withdraw from the contract)

To [the seller identified on your order confirmation or receipt, using the contact details provided on the relevant website or by contacting the relevant store].

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate