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Returns

Returns Sorted Same Day.

Our video verification system gets replacements approved same day. No waiting for testing. We ship immediately and arrange collection simultaneously

24hrs

Avg. Resolution

30 Day

Return Period

6-12mo

Warranty

Free

Faulty Returns

Access Returns Portal

How It Works

Three steps. Same day.

1

Submit via Portal

60-second form. Upload a short video showing the fault.

2

Video Verification

Our team reviews your same day. Skips the entire testing phase.

3

Replacement Ships

Approved same day. Collection arranged. Replacement dispatched on arrival.

Returns

Two paths. Both covered.
Free Returns

Faulty Items

  • Submit via returns portal with video
  • Same-day review and approval
  • Free prepaid label or QR code provided
  • Collection arranged next working day
  • Replacement dispatched on arrival
  • Refund processed within 3-5 working days
  • Some items replaced directly (no return needed)
30-Day Window

Unwanted Items

  • 30 days from delivery to return
  • Must be unused, sealed, original packaging.
  • Notify within 14 days of delivery
  • Return within 14 days of approval
  • Customer pays return postage
  • Tracked service required (insured over £50)
  • Cannot return opened e-liquids, pods, or prefilled

All returns must be logged via the returns portal first: Unauthorised returns sent without approval will not be processed. For unwanted returns, contact us via email for the returns address.

Warranty Coverage

Every product Covered.

  • Available 8am-8pm every single day
  • 365 days a year including bank holidays
  • Real human experts who vape themselves
  • Product advice, order help, technical support
  • Best way to contact us for any issue
  • Manufacturing faults covered
  • External batteries (18650, 21700)
  • Misuse or torn wraps not covered
  • Normal capacity reduction excluded
  • Battery chargers get 12 months
  • Sealed products, no warranty
  • Dead on arrival within 7 days
  • Report damage from shipping with evidence
  • Missing items: contact within 48hrs
  • Prefilled pods: DOA coverage only
  • DOA covered on arrival
  • 30-day refund/replace if faulty
  • Glass breakage never covered
  • Consumable nature after 30 days
  • Coils have no warranty (consumable)
  • Kit gets 3 months for defects
  • Prefilled pods: DOA only (7 days)
  • Hygiene reasons for pod limitations
  • Video verification speeds up claims
  • Keep packaging for serial numbers
  • Physical damage (drops, cracks)
  • Water or liquid damage
  • User modifications or repairs
  • Non-recommended batteries/chargers
  • Normal wear and tear

Speed Comparison

The Ecigone Way vs Everyone Else

Traditional Returns
10-15 Days

1. Report issues via email

Day 1

2. Wait for return label

Day 2-3

3. Ship item back

Day 4-5

4. Wait for testing

Day 6-10

5. Receive decision

Day 11-12

6. Replacement arrives

Day 13-15

The Ecigone Way
3-4 Days

1. Report portal + video

Hour 1

2. Same-day review & approval

Same Day

3. Collection arranged

Next Working Day

4. Replacement dispatched on arrival

Day 3

5. Replacement arrives

Day 4

Video verification eliminates the entire testing phase. That's 5x faster than the industry standard.

Frequently Asked Questions

To use our returns portal, simply log in to your account, select the order you wish to return, and follow the on-screen instructions. We'll guide you through the process step-by-step.

Video evidence allows us to instantly verify faults without waiting for the item to be shipped back and tested. This skips the testing phase and lets us approve your replacement the same day.

If your item is faulty within the first 30 days, we'll provide a free returns label or QR code. Once we receive the item or verify the fault via video, we'll dispatch a replacement immediately.

For hygiene and safety reasons, we cannot accept returns for e-liquids or prefilled pods once they have been opened, unless they are dead on arrival (DOA).

For faulty items, we cover the return postage costs. For unwanted items returned within the 30-day window, the customer is responsible for the return postage.

Yes, we highly recommend keeping the original packaging, as it contains serial numbers and authentication codes required by manufacturers for warranty claims.

Once your return is approved, refunds are processed within 3-5 working days, depending on your bank or payment provider.

Yes, you can cancel an order before it has been dispatched. Please contact us via live chat or phone as quickly as possible to ensure we catch it before it ships.