Refund policy

Ecigone Returns and Cancellations

General Return Policy

  • Contact Options: Reach us via live chat, the ‘Contact Us’ form on our website, email at info@ecigone.co.uk, or call 01246 260010 (9am to 4pm, Mon-Fri).
  • Response: Our team will get back to you as soon as possible to provide returns advice.

Unwanted Items

  • Return Window: Items can be returned within 30 calendar days from delivery.

  • Condition: Must be unused and in original packaging. Opened items cannot be returned.

  • Notification: Notify us within 14 days of delivery to return an item.

  • Return Shipping: At customer's expense; tracked postage required. Use an insured service for items over £50.

  • Return Address:

    • ECIGONE
    • Unit 1 Park Road, Holmewood Industrial Park, Chesterfield, Derbyshire S42 5UY
    • Include order ID and contact details.

Faulty Items

  • Contact: Email us at info@ecigone.co.uk for assistance.

  • Resolution: If issues cannot be rectified, a returns form and FREE returns label will be provided.

  • Inspection: Items will be inspected and tested for faults. Approved returns will be refunded to your card within 3-5 working days.

Cancellations

  • Before Shipping: Call 01246 260010 before 4pm, Mon-Fri. Orders may not be cancelled after 4pm if already shipped.
  • After Shipping: A 14-day “cooling off” period is available. Follow the unwanted items return procedure.

Important Notes

  • Unauthorised Returns: Cannot be processed.

  • Return Shipping Costs: Customer is responsible unless stated otherwise.

  • Warranty Claims: Visit our warranty policy page. Proof of purchase and original packaging required.

Additional Assistance

  • Contact Us: For further questions or assistance, use live chat, the ‘Contact Us’ form, email info@ecigone.co.uk, or call 01246 260010 (9am to 4pm, Mon-Fri).