Returns and warranty
Returns Sorted Same Day.
Faulty kit? Send us a short video and we approve it the same day, with a free returns label. Unused, sealed items can come back within 30 days.
- ApprovalApproval with a video
- Same day
- Sealed returnsTo return sealed items
- 30 days
- Kit warrantyWarranty on kits, 12 on DNA
- 6 months
Faulty item, three steps
No posting it back and waiting for a test. A video shows us the fault, so most claims are approved the same day.
- 01
Submit through the portal
Log in, pick your order and tell us what is wrong. Live chat, email or phone work too.
- 02
Send a short video
A clip under a minute showing the fault, plus a photo of the serial number or scratch code.
- 03
Approved the same day
We send a free returns label or QR code and collect the next working day. Your replacement goes out as soon as it arrives back, and some faults are replaced without a return at all.
The Ecigone way
- • Send a short video
- • Approved the same day
- • Free label, collected next working day
What every product is covered for
Cover starts from the day your order is delivered. Keep the outer box and sleeve, as they carry the serial number we need for a claim.
| Vape kits and mods | 6 months | Manufacturing faults. Refund if faulty within 30 days, replacement after that. |
|---|---|---|
| High-end DNA devices | 12 months | Mods and kits with an Evolv DNA chipset. |
| Prefilled pod kits | 3 months | On the device. Prefilled pods are covered if dead on arrival, reported within 7 days. |
| Tanks | 30 days | Faults within 30 days, and dead on arrival within 7 days. |
| External batteries | 60 days | Manufacturing faults only, not torn wraps, dents or normal capacity loss. |
| Battery chargers | 12 months | From the date of purchase. |
| E-liquids, pods and coils | 7 days | Sealed hygiene products, covered if faulty on arrival and reported within 7 days. |
Not covered
- × Opened e-liquids, pods, coils and prefilled products
- × Physical or liquid damage
- × Modifications or DIY repairs
- × Batteries or chargers we do not recommend
- × Normal wear and tear, and glass breakage
- × Missing serial numbers or scratch codes
Changed your mind
Unused, sealed items can come back within 30 days for a refund. Hygiene items cannot once opened.
30 days to return
Unused, sealed items can come back within 30 days of delivery.
Log it first
Start the return in the portal so we know it is coming. Unlogged parcels cannot be processed.
Sealed and unused
In the original packaging. Return postage is yours, tracked, and insured if it is over £50.
Refund in 3 to 5 days
Back to your original payment method once it is checked.
Returns questions
Do I need to send my kit back first?
Usually not. A short video lets us approve most faults straight away, and some are replaced without a return at all.
Who pays for postage on faulty items?
We do. Once your claim is approved we send a free returns label or QR code and the courier collects the next working day. Your replacement goes out as soon as the faulty item arrives back with us.
Why do you ask for a video?
A short video shows us exactly what is happening, so we can approve most claims the same day instead of waiting for the item to come back and be tested. It also lets us spot simple fixes, such as a coil not seated, that save you sending anything back.
Can I return an opened e-liquid?
No, opened e-liquids, pods, coils and prefilled products cannot be returned for hygiene reasons. If one is faulty when it arrives, report it within 7 days and we will put it right under our warranty.
How long do refunds take?
Refunds are made within 3 to 5 days of your return arriving and being checked. The money goes back to your original payment method, and your bank may take a few extra days to show it. Klarna refunds update your payment plan instead.
Can I cancel an order before it ships?
Yes, as long as it has not been dispatched. Message us on live chat straight away, 8am to 8pm every day, and we will change or cancel it before it is packed.
Need a hand with a return
Live chat 8am to 8pm every day, info@ecigone.co.uk or 01246 260010.