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Refund policy

This policy outlines your rights and our procedures for returns and refunds in accordance with UK consumer law, including the Consumer Contracts Regulations 2013.

Online Orders (Distance Selling)

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right:

  • You must notify us within 14 days of delivery

  • You must return the goods within 14 days of notifying us

Condition of Returned Goods

Returned items must be:

  • Unused and not opened

  • In their original packaging

  • In a condition suitable for resale

We reserve the right to make a deduction from your refund if the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, and function.

Return Costs

  • A £3.00 return fee applies to unwanted items

  • This amount will be deducted from your refund

This charge reflects the direct cost of providing a return label.

How to Return an Item

To start a return, you must contact us using one of the following:

Return address:
Super E-cig
100 Market Street
Shirebrook
Mansfield
NG20 8AD

Returns must be authorised before being sent.
Unauthorised returns will not be accepted.

Exemptions from the Right to Cancel

Under Regulation 28 of the Consumer Contracts Regulations, the right to cancel does not apply to:

  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery

This includes (unless faulty):

  • E-liquids

  • Coils

  • Vape kits

  • Prefilled e-cigarettes / pods

  • Refill pods that have been opened

We also do not accept returns on:

  • Sale items

  • Gift cards

Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, you are entitled to goods that are as described, fit for purpose, and of satisfactory quality.

If you receive a faulty, damaged, or incorrect item:

  • Contact us as soon as possible

  • Provide your order number and evidence (e.g. photos)

You may be entitled to a repair, replacement, or refund depending on the circumstances.

Refunds

If you cancel your order within the 14-day cooling-off period:

  • You will receive a full refund for the goods (excluding any optional delivery upgrades)

  • Refunds will be issued within 14 days of receiving the returned goods (or proof of return)

Refunds are processed to your original payment method.

In-Store Purchases

Returns

For items purchased in-store, our returns policy is offered in addition to your statutory rights.

You may return unused items within 14 days of purchase, provided that:

  • Items are in original condition and packaging

  • Proof of purchase is provided

Refunds (In-Store)

For unwanted items returned in-store:

  • Refunds are issued as store credit only

  • This does not affect your statutory rights in relation to faulty or misdescribed goods

Faulty Goods (In-Store)

If your item is faulty, you are entitled to a remedy under the Consumer Rights Act 2015.

Please return the item to store with proof of purchase so we can assess and resolve the issue.

Contact Us

If you have any questions about this policy or wish to exercise your rights, please contact us:

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