Refunds and Cancellation Policy

Returns / Refunds & Cancellation policy

Unwanted goods

Our policy for unwanted goods lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Return shipping costs must be covered by you, we recommend posting the goods via a trackable and insured delivery, as we cannot be held responsible for goods lost in transit that have been sent by you.

We will also deduct the cost of the original shipping from your refund, including where free shipping has been applied. The cost deductible will be £4.45.

We cannot except returns of e liquid with a broken security seal, unless faulty, for hygiene reasons.

We cannot accept returns for Tanks or kits containing tanks or pod devices of any description if they have been used, for hygiene reasons.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1 working day.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account/paypal again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Missing Products/Order:

If your order has failed to arrive within 14 working days (not including saturdays) for UK shipments, or 30 working days (not including saturdays) for EU/International shipments, please send an email to and we'll be happy to offer you a replacement or refund.

Faulty products

It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible.

If the fault occurs within 90 days of purchase we will always offer you either a repair, exchange or refund. In all cases we reserve the right to inspect the product and verify the fault.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

Please Note: Most manufacturers need the serial number that is usually found on the packaging, please keep all original packaging for the life span of your product. 

Damaged products 

If you unpack your product and find it damaged, please contact us to arrange a replacement.

We only replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at and send your item to:

Prime Flavours Limited

Unit 35 station road workshops, station road, Kingswood, Bristol BS15 4PJ

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


Parcels with no tracking:
Where an order has not arrived or gone missing in transit, you will be required to wait a minimum of 14 working days for UK orders and 30 working days EU/international before we can issue a refund or replacement. This is the time scales set by royal mail before we can claim for a lost parcel. This applies to all orders shipped using a standard service without tracking and royal mail 24/48 service.

To return your product, you should mail your product to:

Prime Flavours Limited

Unit 35 station road workshops, station road, Kingswood, Bristol BS15 4PJ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.