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RETURNS & REFUNDS

Important Notice: Return Process and Contract Termination

**PLEASE DO NOT SEND ANY ITEM BACK UNTIL YOU HAVE RECEIVED A RMA FORM TO COMPLETE AND INCLUDE IN THE RETURN PACKAGE.**

1) Your Rights to End the Contract

**1.1 General Rights**
You can always end your contract with us. Your rights when ending the contract depend on the product condition, our performance, and your timing:
- **(a) Faulty or Mis-described Products:** If the product is faulty or mis-described, you may have a legal right to end the contract, request a repair or replacement, or receive a refund. See clause 11 for more details.
- **(b) Ending Due to Our Actions:** If you want to end the contract due to something we have done or plan to do, see clause 1.2.
- **(c) Changing Your Mind:** If you simply change your mind, see clause 1.3. You may receive a refund if within the cooling-off period, but may incur return costs.

**1.2 Ending Due to Our Actions**
You may end the contract immediately and receive a full refund if:
- **(a) Price or Description Error:** We informed you of an error and you choose not to proceed.
- **(b) Delays:** There is a significant delay in supply due to events beyond our control.
- **(c) Legal Rights:** You have a legal right due to our fault.

**1.3 Changing Your Mind**
Under the Consumer Contracts Regulations 2013, UK residents have a 14-day right to change their mind and receive a refund. These rights are detailed further in these terms.

**1.4 Our Goodwill Guarantee**
Our goodwill guarantee allows all customers to return goods within 30 days of delivery, provided the products are unused and sealed in original packaging. This does not affect your legal rights regarding faulty or mis-described products (see clause 11.2).

**1.5 Exceptions to the Right to Change Your Mind**
You cannot change your mind for products unsealed after delivery, for health protection or hygiene reasons (e.g., vape kits, tanks).

**1.6 Time Frame to Change Your Mind**
You have 30 days after receiving your goods to change your mind. If your goods are delivered in parts, you have 30 days from the last delivery.

### 2) How to End the Contract (Including Changing Your Mind)

**2.1 Informing Us**
Please inform us if you wish to end the contract. Provide your name and order number, or your name and home address.

**2.2 Returning Products**
If ending the contract after products are dispatched or received, you must return them to us. Include a note with your name, order number, and return reason. If exercising the right to change your mind, send the goods within 14 days of notifying us. Use a traceable method to avoid loss, as we cannot refund until we receive the goods.

**2.3 Return Costs**
We will pay return costs if:
- **(a) The product is faulty or mis-described (item cannot be used).**
- **(b) You end the contract due to our error, delay, or legal right.**
In all other cases, including changing your mind, you must pay return costs.

**2.4 Refund Process**
Refunds will be made via your original payment method, including delivery costs, with possible deductions described below.

**2.5 Deductions for Change of Mind**
- **(a) Handling:** We may reduce the refund if the goods are handled beyond acceptable in-store standards.
- **(b) Delivery Costs:** Refunds for delivery will match the cheapest delivery option unless we are at fault.

**2.6 Refund Timing**
Refunds will be processed within 14 days of receiving the returned product. See clause 2.2 for return instructions.

### 3) Our Rights to End the Contract

We may end the contract if you breach it, such as not allowing delivery or collection within a reasonable time.

### 4) If There Is a Problem with the Product

**4.1 Reporting Problems**
Contact us with any questions or complaints. For in-store purchases, return items to the store for processing.

**4.2 Legal Rights Summary**
We are legally obliged to supply products in conformity with the contract. These terms do not affect your legal rights.

**4.3 Returning Rejected Products**
To reject products legally, post them back to us. See clause 2.2 for return instructions.
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