Shipping & Returns

If for whatever reason you are not totally satisfied with your purchase, Ecigone is here to help.

Ecigone will accept returns for all of the products sold on the Ecigone website (some exclusions apply). If there is an issue with your order or if you have any queries, please contact us either via our live chat, or our ‘Contact Us’ form on our website, via email at: info@ecigone.co.uk or give us a call on: 01246 260010 and we will only be too happy to help with any issues you may have.

Once we have received your email a member of our team will aim to get back to you as soon as possible and to provide returns advice for returning your item/order back to us where necessary.

Unwanted Items

At Ecigone we understand that sometimes you may receive an order and then change your mind, so unwanted items can be returned to us within 30 calendar days from the date the order was delivered. This however, is at the customer's own expense. Tracked postage is required and if the item is valued at over £50 to use an insured service as we cannot be held liable for items that have been lost in transit when using a non-tracked and uninsured service.

To be eligible to return unwanted items back to us, your item must be in an unused condition with all of the original packaging still intact, we cannot accept returns for opened unwanted products. 

You must notify us within 14 days from the delivery date that you wish to return an item.  

We must receive the returned items within 14 days of the returns form being issued.

Please Note: Due to health and hygiene reasons we cannot accept returns for e-liquids, vape kits, disposable vapes, refill pods that have been opened, or pre-filled pods if opened unless found to be faulty.  

Return Address

For returns of unwanted items only, please address them to: 

ECIGONE

Unit 1 Park Road, Holmewood

Industrial Park, Chesterfield

Derbyshire S42 5UY

Please also include your order ID number and contact details, this will help speed the returns process up. 

Faulty Items

If you have received an item that you believe to be faulty or you are experiencing issues with an item you have purchased from us, then please contact us via email at: info@ecigone.co.uk. A member of our team will get back to you as soon as possible to assist you and help resolve any issues you may have. Where necessary we will help guide you through the returns process.

If however we are unable to rectify any issues you may be experiencing your customer support agent will send you a link via email which will take you to our returns form, once completed you will be issued with a FREE returns label. 

If you are looking for warranty information on all of Ecigone’s products please visit the warranty policy page here.

Please Note: For all returns for both faulty and unwanted items, you must contact Ecigone in the first instance either via our live chat, our ‘Contact Us’ form on our website, email us at: info@ecigone.co.uk or give us a call on: 01246 260010, 9am to 4pm, Mon-Fri where we will only be too happy to assist. Any unauthorised returns will unfortunately not be processed.

Please Note: For unwanted returns the customer is responsible for all return shipping costs, unless otherwise stated. We highly recommend that you use a tracked postage service and if the item is valued at over £50 to use an insured service for returns as we cannot be held liable for items lost in transit.

Refunds

Once we have received your item, our returns team will inspect and test the item to verify any faults or manufacturers defects. We will then immediately notify you either via email or telephone to update you on the process and the status of your refund once we have deemed the item to be faulty. 

If your return has been approved, we will initiate a refund to the card you used to pay for the item. You should receive this refund within 3-5 working days depending on when the item was received and your card issuers policies.

Cancellations

If you wish to cancel an order prior to shipping, please call us on: 01246 260010 before 4pm, Mon-Fri. If you notify us after 4pm we may not be able to cancel your order, especially if your order has already been shipped.

If your order has already been dispatched you still have a 14 day “cooling off” period should you wish to return the items back to us. Please follow the returns procedure above to arrange for your item/order to be returned to us for a refund.

Please Note: For unwanted order returns please follow the ‘Unwanted Items’ procedure above.

Faulty Items

If you have received a faulty item or you are having any issues with your item(s), please either contact us via our live chat, our ‘Contact Us’ form on our website, send us an email at: info@ecgione.co.uk, or give us a call on: 01246 260010, 9am to 4pm, Mon-Fri where we will only be too happy to assist.

Warranty Information

For our warranty information on all of Ecigone’s products please click here.

Please Note: For warranty claims we will need to see your proof of purchase (order number) and the original packaging for the item in question.

Need Further Assistance or if You Have Any Other Questions?

Here at Ecigone we are only too happy to help with any questions or queries you may have. Please contact us via our live chat, our ‘Contact Us’ form on our website, send us an email at: info@ecgione.co.uk, or give us a call on: 01246 260010, 9am to 4pm, Mon-Fri.