A. DELIVERY & POSTAGE

Delivery

We deliver to mainland Britain, Northern Ireland and the Scottish Isles.

If we accept and process your order after 8pm Monday – Thursday, your order will be dispatched the next business day. If you order after 8pm on a Friday, on the weekend or on a public holiday, it may take a bit longer.

Deliveries must be received by someone over the age of 18. If the order cannot be delivered because you’re not home or an adult signatory is not there, you will be contacted to arrange a new delivery window. Delivery schedules are subject to change; we’ll try to keep you informed of any delays. Should your order be postponed for over a week, feel free to reach out for order cancellation and a full refund.

The cost of delivery will be displayed to you on our website and a table of charges can be found at the bottom of this section.

We are not responsible for delivery delays caused by you or by an event outside of our control but we will try let you know if this happens and minimise the effect of the delay. Provided we do this, we will not be responsible to you for delays, unless there is risk of delay lasting more than 30 days. If this happens, you’ll be entitled to a refund for products you’ve not received.

Products will be your responsibility from the time that we deliver the products to the address you provide. Inspect your products upon delivery and promptly report any issues to our Customer Care team, details of which can be found at paragraph  2 of the terms and conditions.

You will legally own the products we deliver once we’ve received payment in full.

                Delivery timescales and postage charges are set out in the table below.

From 24/09/24 all orders are eligible for free delivery. We reserve the right to introduce delivery charges, and we will update you should charges be introduced.

B. CANCELLATION RIGHTS

                Faulty, damaged or received an incorrect product.

If the product is faulty, damaged or incorrect, we will offer you a repair, replacement, refund or exchange as appropriate. Products with faults due to normal wear and tear or damage by misuse will not be replaced free of charge and no refunds will be given.

When returning a faulty, damaged or incorrect product, we may ask that you return the product. We’ll help you to organise this and cover the costs. We’ll also cover the costs of sending a replacement if we think this is the best course of action for dealing with your complaint. If you are eligible for a refund, we’ll refund the price of the product using your original payment method.

                You’ve changed your mind.

If you’ve ordered direct from us online or over the phone, you have the right to change your mind and return the product no later than 14 days after the day on which you received the product.

Your rights of return will not apply to:

· personalised products; and/or

· any unsealed cans of nicotine pouches. This is for hygiene reasons.

If you wish to use this right of return, contact our Customer Care team using the details at paragraph  2 in Terms and Conditions.

Please ensure that the products you are returning, to the address that we provide, are repackaged securely and you return all parts, accessories, instructions and packaging. We expect our products to be returned in pristine condition. Unless we tell you otherwise, returning products will be at your cost and risk. We do not accept responsibility for products lost or damaged in the post.

We will normally refund you the cost of your product within 14 days of receiving the product back using your original payment method. We reserve the right to make deductions from the refund for any loss in value of the products if the loss has been caused by unnecessary handling by you.

For more information on your legal rights to cancel, visit Citizens Advice website www.adviseguide.org.uk.

                Other ways to cancel your order before delivery.

You can cancel your order online within 30 minutes after placing it. Just go to your ‘Order History’ on your online account and click on “Cancel my order”.