Returns & Refunds
We are committed as always to top customer service. This does of course include how we work with our customers with regards to our returns policy. Please read the following and familiarise yourself with our returns terms and conditions and contact us if you feel we will be able to help you with your returns related query.
Please note we are happy to refund if items delivered are not as described or not fit for there purpose (Not fit for purpose = faulty Items) and are within the guidelines below.
Return Policy – E Liquids
Due to the fact that we cannot ascertain if e liquids have been doctored / tampered with we are not only able to accept returns of any e liquids whether they are unopened, un-used or remain sealed unless we have sent you incorrect liquids in your order. We don’t accept e liquid returns based on someone simply not liking a taste.
We would suggest to ensure that you get the most out of your smoking experience that customers purchase smaller sizes of new e liquid flavours (such as a 10ml bottle) to save waste if they don’t like that particular taste. Having tested the new flavour customers would of course be free to purchase larger bottles / orders as required.
If returning an e liquid to us due to an error on our side in picking your e liquids, our policy is to cover the cost of postage via Royal Mail Recorded Delivery Only. We only compensate postage cost of returns by adding e liquids to the same value or more. The customer is responsible for covering the initial cost of the return postage until we reimburse as above.
Although a rare occurrence should you find that your e liquid order arrives damaged please get in touch immediately so that we may process a replacement for you as soon as is possible.
Return Policy – E Cigarette Batteries
A 30 day guarantee is applied to all batteries sold by us, either as part of a starter pack or kit or independently. The 30 days starts from the day the goods are shown to be delivered to you via Royal Mail.
Please note: The batteries used in electronic cigarettes are by nature considered semi-disposable. This means that they will run down and become less effective over time. This is considered natural wear and tear and how quickly this occurs depends on how the battery is used (i.e. how often the e cig is smoked) and how / for long it is charged up.
Batteries considered to be faulty may be returned within 30 days in order for a replacement to be sent out. Where the faulty battery has come as part of a kit or a pack the other items sent should be retained, i.e. cables, clearomizers etc.
Return Policy – Accessories
The accessories we supply, for example chargers, adaptors, clearomizers and heads (atomizer) may be returned for a replacement or a full refund only in the event on it being delivered in a faulty or damaged condition. To ensure your replacement or refund is efficiently handled it is important to contact us within 7 days from item delivery to let us know of the fault / damage and start the process. We are unable to accept returns from such items if we are not informed within 7 days.
Like batteries both atomizer heads and clearomizers do need replacing periodically, both being semi-disposable in nature. This does not warrant a return or refund as this type of wear and tear is a natural part of owning any such components / technology.
Damaged, Missing, or Faulty Goods
If you find your order has arrived damaged, has missing or faulty products, and wish to replace these damaged parts, or have any other related queries with an order please don’t hesitate to contact us via support@QuideLiquids.com or the contact us page on the website using your order number as the subject / reference. Not providing your order number may result in a delay in us replying to your query.
Any Atomizers, Clearomizers, Starter Kits or Drip Tips purchased cannot be returned, exchanged or refunded because of Hygienic reasons, and due to the nature of some devices use. We will replace atomizers that are dead on arrival(DOA) but only if contacted within 48 hours of delivery. We are unable to accept on the basis you had not used the products yet but have had it in your possession.
Goods returned will be checked for faults and will be replaced if a repair is not possible. We are unable to exchange or refund any products we find that are not faulty after we check them, and customer may be asked to cover charge of returning goods to them.
Dispatch of replacement goods can only initiated once we are in receipt of returned goods and we have checked the fault and confirmed the issue. Returned faulty goods must be well packaged as we are not liable for damage caused in transit.
We cannot be liable for any goods that are sent to us as a return that get lost in transit so we advise that all returns are sent via recorded delivery, or any other tracked mail service.