Customer Service

Shipping & Delivery
For items that are in stock and paid for via credit/debit card or PayPal balance you should expect your order within 5 working days for UK orders and 10 working days for international orders.  You will however be contacted to advise of any delays in delivery.

For items that are out of stock or sold out please allow 7-10 days plus the above times. Our stock replenishes every 7-10 days.
Privacy & Security
In this privacy policy references to 'we', 'us' and 'our' are to eCigaretteWeb. References our Website' or 'the Website' are to www.eCigaretteWeb.co.uk

Personally identifiable information we obtain about individual visitors to our Web site is that supplied voluntarily by our visitors.

The information we collect via the Website may include:

1. Any personal identifiable information you knowingly provide us with through forms and our email service, such as name, address, telephone number etc. will not be disclosed to any third parties for any reason.

2. Under no circumstances will we hold sensitive payment details such as your card number, expiry date and security code. All transactions are handled through our accredited payment bureau, PayPal. For more information on PayPal privacy policy please refer to http://www.paypal.co.uk/

3. Your preferences and use of email updates, recorded by emails we send you (if you select to receive email updates on products and offers).

4. Your IP Address, this is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the Website. This information is used to monitor your usage of the Website.

5. Data recorded by the Website allows us to recognise you and your preferred settings, this saves you from re-entering information on return visits to the site. Such data is recorded locally on your computer through the use of cookies. Most browsers (such as Explorer) can be programmed to reject, or warn you before downloading cookies. Information regarding this may be found in your browsers help facility.

These cookies are used for the sole purpose of analyzing internal page viewing data. Page view data helps us enhance the your experience, improve our product selection, and determine the effectiveness of advertising campaigns. Our cookie does not in any way identify the customer. We employ strict security measures to safeguard your online transactions. All information relating to order fulfillment is sent and received via an encrypted 128 bit channel using the latest encryption technology.

What we do with your information: Any personal information we collect from this website will be used in accordance with the Data Protection Act 1998 and other applicable laws. The details we collect will be used:

1. To process your order and deliver it (we may pass your details to another organisation such as courier service to supply/deliver products or services you have purchased and/or to provide after-sales service);

2. In certain cases we may use your email address to send you information on our other products and services. In such a case you will be offered the option to opt in/out before completing your purchase. We may need to pass the information we collect to other companies for administrative purposes. We may use third parties to carry out certain activities, such as processing and sorting data, monitoring how customers use the website and issuing our e-mails for us. Third parties will not be allowed to use your personal information for their own purposes.
Returns & Replacements
All atomisers & batteries are tested prior to shipping.  The atomisers, which are manufactured to the highest standards, are functional devices that will degrade over time and eventually fail. The life of the atomiser largely depends on personal usage and this fact is reflected in our pricing. Many of our customers view the atomiser as a consumable part so also purchase spare atomisers and batteries along with their Starter Packs or Cartridges.

If you wish to return your item simply email us for a returns number (RMA) within 28 days of purchase and we will replace it subject to it meeting the below conditions. Please note that the customer is responsible for all delivery costs, including the organisation and cost of returning the goods making sure they are adequately packaged and insured.

Return Conditions:

1. The goods must be unused.

2. The goods must be in their original condition & packaging.

3. Items supplied in sealed packaging that have been opened are non refundable and non exchangeable.

4. The goods must be received back within 28 days of your order.

If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods to you.  If you want to return an unwanted purchase and it remains unopened and unused, as there is no error on our part we will refund the purchase but we will not refund your delivery costs.

To return a defective product, you must return the product within 28 days of purchase.

We will only exchange faulty items like for like, not for an alternative. We cannot accept returns for any other reason, without exception. All returns must be agreed in advance by e-mail and a covering letter enclosed with the return.

Postage and packaging is non refundable.

We do not accept returns on opened E-Liquid bottles; opened as in, the seal broken or tampered with. Before purchasing, please be aware of what you are purchasing.

We test every item returned to us, once received it will be inspected and tested by our test centre. A replacement will be authorised should a fault be found. In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered.

If no fault can be found by our test centre, the item will be returned to you at your cost plus an administration charge not exceeding 10% of the original net price paid by you for the item. This charge will need to be paid prior to dispatch. In such circumstances you will not be refunded for the cost of return. If you decline to pay these costs within 30 days of been notified that there was no fault and the resultant cost of return we may dispose of the items as we see fit.
Condition of Sale
When the contract is created:

No contract exists between you and us until we send an email to you confirming that we have dispatched the goods you have ordered.  The confirmation email constitutes our acceptance of your offer to buy goods from this website.  We are not obliged to accept your offer and will refund to you any funds that we may have taken from your payment provider in the event that your offer is not accepted.
Payment, Pricing & Promotions
We accept Visa, Mastercard, Solo and Maestro cards via PayPal. We reserve the right to refuse to accept payment from any of these methods at our sole discretion and without explanation.

A transaction whose payment is processed through PayPal may incur a delayed dispatched time from that indicated below for a variety of reasons including receiving notification that your funds have cleared.

Where the PayPal dispute resolution is activated or you seek a chargeback through your Credit Card company you may not order any additional items from us until, the matter is resolved.

Description and price of the goods:

We make every effort to ensure that prices and descriptions of goods shown on our website are accurate at the time you place your order.

The price of the goods for consumers (includes for convenience ancillary costs such as VAT which we may pay on your behalf (if applicable), handling costs and payment processing costs) will be as shown on the checkout page of our website when you placed your order.  We will charge you this amount which will be the same as the price shown on the display page.
Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative. If you decide not to accept the alternative goods, you will not have to pay to return them to us.
In the unlikely event that the price shown on the checkout page is wrong, and we discover this before accepting your order, we are not required to sell the goods to you at the price shown. We always try and ensure that the prices of goods shown on our website are accurate, but occasionally genuine errors may occur. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods, then you will receive a full refund.
Lost Orders
Occasionally an item may be lost in the post. Lost in post is deemed to have occurred  15 days after the dispatch date. You will be asked to complete a Postal Claim Form, a false declaration may result in criminal or civil proceedings been taken against you. Your claim cannot be processed until we receive the signed form.

For the avoidance of doubt you may not order any additional items from us until, the matter is resolved.

We will deliver the goods that you order to the delivery address you gave when you placed your order. It is your responsibility to check these details carefully, failure to do so may result in you not being entitled to a refund or replacement from us.

We reserve the right to charge for the cost of sending a replacement.

In the event of a lost or damaged order, we reserve the right to either refund the price of the item to you or send a replacement item.  This decision shall be entirely at our discretion.
If a customer experiences repeated problems with losses and non delivery eCigaretteWeb reserves the right to suspend the account and decline further orders to that customer.

eCigaretteWeb reserves the right to refuse to replace lost items or issue a refund if the delivery details are incorrect or incomplete.
Right to Cancel
You may cancel the contract by notifying us no later than 7 working days after we deliver the goods that you are cancelling the contract.

You may not cancel your contract with us where the product has been unsealed by you, registered with a third party such as the manufacturer or in any way dismantled or assembled the product and/or its accompanying package in a manner that prevents the resale of the item in as “new” condition.

If you cancel the contract, you must take reasonable care of the goods from the time you receive them until you return them to us. If you cancel the contract you must return the goods to us at your own expense.

If you cancel the contract and do not return the goods as required, we may charge you our direct costs of recovering the goods.

The delivery cost as shown on your invoice will be deducted from the exchange or credit note or refund.

Your statutory rights are not affected.