Refunds and Returns

This Refunds and Returns Policy complies with UK consumer protection laws, including the Consumer Rights Act 2015.

HOW TO RETURN A PRODUCT

If you need to return an item, please contact us via our contact form with your order details. Our team will respond within 48 hours to assist you.

EXCEPTIONS TO RETURNS

  • Some items cannot be returned if opened unless they are faulty.
  • Used or altered items may not be accepted for return or exchange.
  • Mods that do not charge are not accepted for return. We recommend using an external charger rather than charging through the mod directly to ensure battery safety.
  • Original packaging must be retained to be eligible for refunds or replacements.

FAULTY ITEMS

  • Please allow 48 hours after we receive your item for fault investigation.
  • If deemed faulty, you will receive store credit to place a new order, ensuring a new invoice and warranty from the new purchase date.
  • If the item is found not faulty, it will be returned to you via Royal Mail 2nd Class Tracked, and no refund or replacement will be offered.
  • Items found faulty within 30 days of purchase are eligible for a store credit or refund.
  • Items found faulty between 30 and 90 days of purchase will be eligible for repair or store credit.

BATTERIES, CHARGERS, AND VARIABLE VOLTAGE MODS

  • These items come with a one-month guarantee and typically have a life expectancy of 3-6 months.
  • The guarantee covers manufacturer defects only and does not cover damage caused by the customer.
  • If the product is found faulty within the guarantee period, we will offer a repair or replacement.
  • If damage is due to misuse, we reserve the right to refuse a refund or return.

MECHANICAL MODS

  • A 30-day manufacturer’s guarantee applies to all mechanical mods.
  • Mechanical mods are for experienced users only. Incorrect assembly can cause damage, and we accept no responsibility for damage caused by improper construction.

E-LIQUIDS AND DRIP TIPS

  • Due to hygiene and health & safety reasons, these items are not covered by warranty.
  • The only exception is if we send the incorrect item or if there are other extenuating circumstances.

ATOMIZERS, CLEAROMIZERS, AND CARTOMIZERS

  • If a product is dead on arrival, the customer must contact us within 24 hours of receiving the item.
  • Contacting us after 24 hours will void eligibility for a return or refund.
  • Multipack items must also be reported within this period.
  • Tanks, RDAs, and RDTAs are covered by a 30-day warranty for defects or damage upon arrival.
  • After 30 days, refunds or replacements will not be offered.

CONTACT US

For assistance with refunds and returns, please reach out via:

Email: hello@pouchpro.shop

Address: Pouch Pro UK Ltd, Suite A, 82 James Carter Road, Mildenhall IP28 7DE