Returns & Refunds Policy
We are committed to great customer service. This includes how we interact with our customers in regards to our returns policy. Please familiarise yourself with the following terms and conditions and contact us if you have any queries.
We are happy to refund if items delivered are not as described or not fit for purpose (ie. faulty Items) and are within the guidelines below.
Return Policy – E Liquids
Due to Health & Safety reasons we are not able to accept returns of any e liquids whether they are unopened, unused or remain sealed. (Unless we have sent you incorrect liquids in your order). We don’t accept e liquid returns based on someone simply not liking the flavour.
If you need to return an e liquid to us due to an error by us in picking your e liquids, our policy is to cover the cost of postage via Royal Mail Recorded Delivery Only. We only compensate postage cost of returns by adding e liquids to the same value or more. The customer is responsible for covering the initial cost of the return postage until we reimburse as above. On the rare occasion you find that your e liquid order arrives damaged please get in touch immediately so that we may process a replacement for you as soon as possible.
Return Policy – E Cigarette Batteries
A 28 day warranty is applied to all batteries sold by No-Match, either as part of a kit or individually. The 28 days starts from the day the goods are shown to be delivered to you.
Please note: All batteries by nature are considered semi-disposable. This means that they will run down and become less effective over time. This is considered natural wear and tear and how quickly this occurs depends on how the battery is used including how it is charged.
Batteries considered to be faulty may be returned within 28 days in order for us to organise a replacement. Where the faulty battery is part of a kit the other items sent should be retained, i.e. charging leads, tanks etc.
Return Policy – Chargers and Mains Plugs
A 12 month warranty is given with all chargers and mains plugs (Excluding the X-Tar charging units which come with a 24 month warranty - All original packaging on X-Tar units MUST BE returned by the customer for any refund or exchange to be issued). To ensure your replacement or refund is effectively handled it is important to contact us as soon as possible to let us know of the fault and start the process.
Return Policy – Atomisers/Tanks/Coils
Any atomisers/tanks cannot be returned, exchanged or refunded because of hygiene reasons. We will replace atomisers or coils that are dead on arrival(DOA) but only if contacted within 48 hours of delivery.
Goods returned will be checked for faults and will be replaced if a repair is not possible. We are unable to exchange or refund any products we find that are not faulty after we check them and the customer may be asked to cover the charge of returning goods. If goods are returned due to a change of mind, then the customer will be refunded the cost of the goods excluding postage costs incurred by www.no-match.co.uk
Dispatch of replacement goods can only be authorised once we are in receipt of the returned goods and we have checked for any fault and confirmed the issue. Returned faulty goods must be well packaged as we are not liable for damage caused in transit.
We cannot be liable for any goods returned that are lost in transit so we strongly advise all returns are sent via recorded delivery, or any other tracked mail service.
Return Policy – Aspire & Innokin
All Aspire and Innokin products are manufactured to the highest possible standards and using the latest available technologies. We are therefore confident that your products will be received without faults.
However, should any part of your order be faulty in any way, please send it back to us within 7 days of your receipt, including all parts, instructions, accessories and packaging (Please retain all packaging as Returns will NOT be accepted without the full packaging). Our Technical Department will inspect the product on receipt to confirm the fault and we will then offer you the choice of either a part refund covering the parts of the product that are unused (including any postage you have paid), or a new replacement (where we will meet the new delivery cost on your behalf).
Damaged, Missing, or Faulty Items
If you find your order has arrived damaged, has missing or faulty items, and wish to replace these damaged items, or have any other related queries with an order please do not hesitate to contact us via firstname.lastname@example.org or the contact us page on the website and select your order number that relates to your query. Not providing your order number may result in a delay in us replying to your query.
(Distance Selling) Regulations 2000
The Distance Selling Regulations allow a cooling off period of 14 days from receipt of goods covered under the legislation. Customers may return goods without reason within this period for a full refund of the purchase price (excluding original carriage). Goods returned must be complete, unused, and with the manufacturer’s packaging undamaged. The cost of returning and appropriately insuring the goods until satisfactory receipt will be borne by the customer. To cancel an order under the terms of the Direct Selling legislation the customer should contact No-Match in writing or by email within 7 days of receipt of the goods. The customer will be required to return the goods before a refund can be processed.