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Returns FAQ’s
20Returns FAQ's
You have 30 days from delivery to return unwanted items for a full refund. Items must be unused, unopened, and in original sealed packaging. You'll need to cover return postage using a tracked service. Access our returns portal, select "unwanted item", and we'll provide the return address. Once we receive the item, refunds are processed within 3-5 working days to your original payment method.
Use our online returns portal - it takes about 60 seconds. Select your issue type (faulty, unwanted, wrong item), enter your order details, and submit. For faulty items, upload a video under 60 seconds showing the issue. You'll get instant confirmation and tracking throughout the process. No phone calls needed, though support is available via live chat 8am-8pm daily if you need help.
For faulty or dead-on-arrival items, yes - we provide a free returns label and can arrange collection from your address. We also provide a QR code for post office drop-off if that's easier. For unwanted items or change of mind returns, you cover the return postage using any tracked service. Always use tracking to protect yourself.
Upload a video under 60 seconds showing the fault clearly. Our technical team reviews it same-day and can approve replacements instantly without waiting for the item to be returned and tested. This cuts resolution time from 5-7 days (industry standard) to just 24-72 hours. The replacement ships as soon as we receive your faulty item, sometimes even before if it's a direct manufacturer replacement.
No, for hygiene reasons, e-liquids and any pods containing e-liquid (prefilled pods, refill pods with liquid) cannot be returned once opened unless they're faulty or damaged on arrival. Report any issues within 7 days for DOA coverage. This is industry standard and protects all customers from contamination risks. Unopened, sealed items can be returned within 30 days.
Original packaging is required for warranty claims because manufacturers need serial numbers and authentication codes to process replacements. For simple unwanted returns within 30 days, as long as the item is unused and we can identify it, we're more flexible. However, always keep packaging during the warranty period - without serial numbers, we literally cannot process warranty claims.
Once we receive your returned item, refunds are processed within 3-5 working days to your original payment method. Bank processing times may add 1-2 days. Store credit is issued the same day if you prefer that option. Klarna refunds are adjusted to reflect your payment arrangements, usually within a few days. We'll email confirmation when your refund is initiated.
Returns cover unwanted items (30 days) and immediate issues like wrong items sent or damaged in transit. Warranty covers manufacturing defects that develop during normal use - 6 months for standard kits, 12 months for premium devices, 60 days for batteries. Keep packaging for all warranty claims. Physical damage, drops, or modifications void warranty but might still be returnable if unopened.
Yes, our returns portal offers three options: refund, exchange, or store credit. Exchanges are processed immediately once we receive your return. If you want a different item, choose store credit (issued same day) and place a new order. For faulty items being replaced under warranty, we automatically send the same item unless you request otherwise.
Opened e-liquids, used pods (prefilled or refillable), used coils, and any consumables cannot be returned unless faulty. Items must have all original packaging, accessories, and documentation. Modified devices, items with physical damage, and purchases over 30 days old (unless under warranty) cannot be returned. Clearance items marked "final sale" are non-returnable.
For online orders, we can look up your purchase using your email address or order number. Keep your order confirmation email - it has everything needed. For warranty claims specifically, you'll also need the product's serial number from its packaging. That's why keeping boxes during the warranty period is essential.
We'll fix it immediately at no cost to you. Report it via email or live chat. We'll dispatch the correct item same day and provide a free returns label for the wrong item. You can even keep using the wrong item until the correct one arrives if it's safe to do so. Mistakes happen rarely, but when they do, we make them right quickly.
You can return multiple items together using one returns form and shipment. List all items being returned on the portal. If some items are faulty and others unwanted, indicate which is which. Faulty items get free return shipping, but if mixing with unwanted returns, you'd need to cover postage unless all items are faulty.
Yes, you can bring returns directly to our Chesterfield warehouse at Unit 1 Park Road, Holmewood Industrial Park, Chesterfield S42 5UY for an instant swap if you prefer. We're open Monday-Friday 8am-5pm, Saturday 9am-4pm, and Sunday 8am-3pm. Bring your order confirmation and the item in its original packaging. For faulty items, we can process the exchange immediately on-site. Alternatively, use our online returns portal for postal returns if that's more convenient - both options are available.
For certain items bought directly from manufacturers, when you verify a fault via video (under 60 seconds), we ship your replacement immediately and simply ask you to dispose of the faulty item after manufacturer confirmation. No return shipping needed. This exclusive arrangement saves you time and hassle - it's unique to Ecigone.
Always use tracked postage for returns - it's your proof of return. If a tracked return shows as delivered but we haven't processed it, we'll investigate immediately. For untracked returns, we cannot be responsible if they go missing. That's why we always recommend tracked services and why we provide tracked labels for faulty items.
Yes, until you've actually sent the item back, you can cancel through the returns portal or by contacting support. If you've already posted it but want to cancel, contact us immediately via live chat - if we haven't processed it yet, we can return it to you (you'd cover postage).
Faulty items with video verification don't need testing - we approve based on your video evidence. Other faulty returns without video are tested when received. Unwanted returns are inspected to ensure they're unused and complete. This protects all customers and ensures fair handling of returns.
If you're returning from Northern Ireland, the same UK returns policy applies. Use our standard returns portal and process - no different procedures needed. International customers will be asked to provide a video and await approval by the manufacturer for direct replacement.
Three reasons: Our returns portal auto-approves most returns instantly, video verification eliminates testing delays for faults, and our direct replacement program means some items don't even need returning. While competitors take 5-7 days minimum, we average 24-72 hours for replacement dispatch. Check our reviews - customers consistently praise our fast resolution.
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