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Returns policy


If you receive damaged or defective goods, or there is a missing item from your order you must inform the T-Juice team within 48 hours via phone or email. Please do not dispose of any goods as we will require batch codes, photos, and evidence of any damage, we may also require the item to be sent back to us.


Goods must be returned to T-Juice, upon receiving the goods they will be inspected and tested, if a good is found to be faulty a refund or exchange will be issued. If the product is no longer in stock the customer will be offered a refund or an exchange of a product of their own choosing. If goods are judged to be not defective, caused by wear and tear, or misused they will be returned, and the customer will be liable for the cost of returning the goods to us.


Further questions may be asked by the T-Juice team either before or during the returns process, and recommendations may be made on the use of a product to help resolve the issue.


For goods being returned a member of the customer service team must be contacted beforehand and the items must be returned via tracked service with the details of the order number included.


Refunds will be made to the account that placed the order and money will be refunded using the same method of payment.


Return policy of unwanted goods


Unwanted goods must be returned to T-Juice at your expense within 14 days of receiving the item, you then have an additional 14 days to return the goods to us. Upon receiving the goods, the cost of the goods will be refunded minus the delivery costs.


All returned goods must be unused and sealed in their original packaging. Electronic cigarettes and mods cannot be returned once used unless the item is faulty. Products that have been sealed due to hygiene purposes such as coils and vape kits cannot be returned once they have been unsealed. T-Juice requests that goods are returned via recorded delivery as we will not accept responsibility for any returned goods lost in transit. Please ensure that details of your order number are included in the return.


Return policy of faulty goods


If an item is found to be found faulty or not as described T-Juice will refund the cost of returning the item. To do so we require a copy of the receipt showing the cost of postage paid, alternatively, free T-Juice e-liquid can be sent in lieu of the postage cost if preferred. Please ensure that details of your order number are included.


Return policy for incorrect goods received


If you receive an incorrect item please let a member of our customer service team know by emailing contact@t-juice.com or calling our customer service team on 0208 960 6974. Please provide your name, order number, and home address.


For UK customers a prepaid postage slip will be provided to return the goods. For international customers, the cost of returning the products will be refunded, please ensure a copy of the receipt showing the postage cost is sent to our customer service team. Alternatively, free T Juice e-liquid can be sent in lieu of the postage cost if preferred. Please ensure that details of your order number are included.


Hardware returns


Please note that all hardware comes with a 6-month warranty unless stated otherwise, this does not include tanks, coils, wire, or cotton. T-Juice is not responsible for any damage through improper use or coil builds, it is up to the user to ensure they have the required knowledge of coil resistance. The warranty does not apply to any defects in products resulting from,

  • Wear and tear
  • Abnormal storage or working conditions accidents, negligence or wilful damage
  • Failure by the customers to operate the products in accordance with the user instructions
  • Failure by the customer to carry out normal maintenance of the product including regular cleaning of components and connectors
  • Any alteration or repair made by you or any third party

All mods, tanks, and batteries are made to the highest standards they, however, may fail or degrade over a period of time. An atomiser’s expected lifespan is around 7-14 days depending on usage.


All replacement atomiser heads are sold for use as disposable items and are covered under our dead-on-arrival warranty; a customer has 48 hours to report if the item has any faults.

 

Tank and coil returns


Tanks and atomisers due to being a working part of your electronic cigarette are classed as a consumable product and have a limited lifespan. All tanks come with 30 days warranty.


Coils operate at different temperatures and are optimised to work with specific resistance/ voltage levels. Manufacturers will sometimes provide a different variety of coils for a single device you must ensure that the appropriate coil is used for your e-liquid.


We only accept dead on arrival atomiser and pod returns and you must inform us within 48 hours of receiving the item. Once the item has been returned it will be inspected by the T Juice team if after inspection the tank is found to be defective the item will be replaced.


Please note that some tanks are made from polycarbonate which may not be suitable for some e-liquid flavours such as aniseed or citrus flavours, as they may cause the tanks to graze or crack. Please check that your tank is made from a suitable material if you have any queries regarding this please contact our customer service team


We recommend that a drop of e-liquid be applied on the top of a brand-new atomiser before you begin vaping.