Returns Policy


FOR NON-FAULTY GOODS

If you have had a change of heart you must return the item to REALLY unused and in its original condition within 7 days for a refund. Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition. You will not be refunded any and all postage costs incurred by REALLY.

Please contact a member of our Customer Services team at support@really-ecigarette.com and they will instruct you on how to return the items. We may also advise how to send the item back to us.

All you pay for is the postage cost of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.

We regret that we cannot accept returns on the following non-faulty products:
  • The e-liquid and its flavours are subjective to personal taste preference and also because of hygienic reasons, we will not be able to offer a refund to e-liquid.
  • The products(s) has/have been personalised, made to order or customised in any way.
  • The packaging or any of the individual product components has been unsealed or damaged.
  • The product(s) is/are perishable.
  • The non-faulty product does not arrive at REALLY in a resalable condition. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.

FOR FAULTY GOODS

If the product you have ordered is faulty you have 28 days in which to return it. Parcels or items damaged in transit must be verbally reported to REALLY before 3.00pm the next working day following delivery, and also by email within 3 days.

Please contact a member of our Customer Services team at support@really-ecigarette.com and they will instruct you on how to return the items to us. 

When returning faulty items we may still ask you to return goods yourself. On receipt REALLY will repair or replace the product in its entirety, or by replacing the faulty component(s). We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery).

NO REFUNDS ARE POSSIBLE FOR ANY PRODUCT WHICH HAS BEEN OPENED AND / OR USED. We will repair / replace any defective components which are under warranty but under no circumstances are refunds possible for any product which has been opened and or used in any way.

If the deadline for reporting parcels damaged during transit is not met we regret that we will not be able to issue a refund or replacement goods.

We will not confirm that we have received your return. After receipt of your goods we aim to issue replacements within 7 working days, however they are normally processed much quicker.

Returns Address: REALLY Global Limited, 5 Harbour Exchange Square, London, E14 9GE, United Kingdom.

This Returns Policy does not affect your statutory rights.