Refund policy

Refund & Returns Policy

We comply fully with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

You have the right to cancel your order within 14 days of receiving your goods, without giving a reason, unless the item falls under an exemption listed below.

Returns Eligibility

To be eligible for a return:

  • Items must be unopened, unused, and in their original sealed packaging

  • Items must be in a resaleable condition

  • Proof of purchase is required

To exercise your right to cancel, you must notify us within 14 days of delivery by contacting hello@candysmokez.uk.

Items returned without prior authorisation will not be accepted.

Return Shipping

Customers are responsible for return postage.
A £2.99 flat-rate return shipping fee will be deducted from your refund once the return is approved.

No restocking fees are charged.

Non-Returnable Items

Under UK hygiene and safety regulations, the following items are non-returnable:

  • Vape products that have been opened, unsealed, or used

  • Products returned due to flavour preference

  • Gift cards

Please ensure all items are checked carefully before opening.

Clearance Items (Final Sale)

All clearance items are sold as final sale and are not eligible for return, exchange, or refund.

Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if your item is faulty, damaged, or not as described.

Please notify us within 24 hours of delivery and provide:

  • Your order number

  • A description of the fault

  • Photo or video evidence where possible

We will assess the issue and advise on the appropriate resolution.

Exchanges

We do not offer direct exchanges for non-faulty items.
To receive a different product, please return the eligible item and place a new order separately.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method

  • The £2.99 return shipping fee will be deducted (unless the item is faulty)

  • Refunds are processed within 5–10 business days

Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since approval, please contact hello@candysmokez.uk.