E-CIG-A-RUS

Refund & Returns Policy — ECIGARUS NL LTD

Last updated: 04/01/2026

We want you to be fully satisfied with your purchase from ECIGARUS NL LTD. This Refund & Returns Policy explains when you can return items, how refunds work, and what to do if something arrives damaged or faulty.

1. Your Right to Cancel (14‑Day Cooling‑Off Period)

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your items.

To qualify for a cancellation:

  • Items must be unopened and unused
  • Packaging must be intact and in resellable condition
  • E‑liquids, coils, pods, and disposables cannot be returned once opened

To request a cancellation, contact us at support@ecigarus.com.

2. Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns of:

  • Opened e‑liquids
  • Opened disposable vapes
  • Used coils, pods, or tanks
  • Any product that has been opened, used, or tampered with

This is standard across the vape industry and protects both customers and staff.

3. Faulty or Damaged Items

If an item arrives faulty, damaged, or not as described, you are entitled to a replacement or refund.

Please contact us within 48 hours of receiving your order and provide:

  • Your order number
  • A description of the issue
  • Photos or videos showing the fault (if possible)

We will assess the issue and arrange a replacement or refund where appropriate.

4. Returning Items to Us

If your return is approved, we will provide instructions on how to send the item back.

Customers are responsible for:

  • Return postage costs (unless the item is faulty or incorrect)
  • Ensuring the item is packaged securely

We recommend using a tracked service to avoid lost parcels.

5. Refund Processing

Once we receive and inspect your returned item, we will process your refund.

Refunds are issued to the original payment method via SquareUp.

Refund times:

  • SquareUp card payments: typically 3–10 working days
  • Bank processing times may vary

We will notify you by email once your refund has been issued.

6. Exchanges

We can offer exchanges for:

  • Faulty items
  • Incorrect items sent by mistake

We cannot offer exchanges for:

  • Opened or used products
  • Items returned due to change of mind

7. Missing or Incorrect Items

If something is missing from your order or you received the wrong item:

  • Contact us within 48 hours
  • Provide your order number and details of the issue

We will correct the mistake as quickly as possible.

8. Non‑Delivery

If your order does not arrive:

  • Royal Mail requires a set period before a parcel is considered lost
  • Once that period has passed, we can issue a replacement or refund

We will keep you updated throughout the process.

9. Contact Us

For all refund or return enquiries, contact:

support@ecigarus.com  

ECIGARUS NL LTD

217 Main Street, Bellshill, ML4 1AJ, Scotland