How do I return something that I’ve bought from you

Our returns policy lasts for 30 days; great news if you have a habit of late night shopping and the vivid purple kit you bought is giving you buyer’s remorse.

Your item must be unused and in the same condition you received it to be eligible for a return. 
All hardware must be in the original packaging, including any outer sleeve, as these contain the product serial numbers. We cannot accept any hardware back without this. You are welcome to keep any gifts or samples – those are yours!

Please email us with your return request, including your original order number and the reason you would like to return any or specific items from your order. We will reply with further instructions on how to send your items back (subject to returns approval).

If your return is approved, please ensure your items are well-packaged so they don’t get damaged on their way back to us.

Exceptions

Certain items are not eligible for return due to hygiene regulations. These items include:

• Opened e-liquids
• Tanks / Atomisers / Pods filled with liquid, used or removed from their sealed packaging.
• Vape Kits which have been filled with liquid or used
• Drip tips (mouthpieces)
• Opened coils or pods.

Faulty / Defective products

If you experience any issues with a product, don’t hesitate to contact our dedicated customer service team, who will assist you. 
Please keep the original packaging containing the product batch information so we can investigate further with the manufacturer.

Exchanges

If you want to exchange your item, the quickest and easiest way is to reorder what you need and then email us for instructions on returning unused items for a refund. This way, you will receive the correct items quickly, and your refund will be processed once the items are back with us.

Refunds

Once your return is received and inspected, assuming everything is in order, we will refund the product value, excluding any postage charges originally paid, back to the original payment method. Please allow a few days for the funds to be returned to your account.

Late or missing refunds

If you haven’t received a refund within seven working days of returning your items, please get in touch with us first to check if they have been received. If they have and we’ve processed your refund, please contact your card issuing bank or company. However, please bear in mind that it may take some time before your refund is officially received back into your account. If you still have not received your refund, please get in touch with us at returns@silversmoke.co.uk or on 07450 532181.

Sale or clearance items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.