Our deadline for orders for same day dispatch is 5pm Monday to Friday, although we always try our best to get as much out as possible beyond this time.

Orders with payments with a 'hold' status will not be dispatched until the bank or card company clears and approves the transaction.

We will be shipping over Christmas - if Royal mail is collecting, we are usually dispatching.

Christmas Day falls on a Wednesday this year, so Tuesday 24th December is the last day for shipping before Christmas, however, Royal Mail usually has a cut-off time of about 11am, so Christmas Eve isn't a normal working day and orders will need to be placed in sufficient time to allow us to prepare them and meet Royal Mail's collection deadline.

We will be closed on Thursday 26th and Friday 27th December this year.  We will be back to work on Monday 30th December and closed again for New Year's Day.

Where Christmas Day falls during the week the deadline for dispatches is probably about 10.30am (in the morning) on Christmas Eve. We will keep dispatching right up to the time our postal bags are collected. We don't have a specific time from Royal Mail so please get your order in as soon as you can on the day. Royal Mail will be collecting from us between 11am and 1pm. We will ship all orders received before the collection.

Unless you select otherwise in our checkout, we will send your order SECOND CLASS which is FREE OF CHARGE to you.

The majority of our orders are sent the same day if you order before 5pm Monday-Friday but to ensure our fastest dispatch and earliest delivery, regardless of the size and weight of the package, you can upgrade to first class for just 50p.

We mainly use Royal Mail for our shipments.

Royal Mail's delivery targets are:

• First Class mail/RM24 – a minimum of 93% delivered the next working day
• Second Class mail/RM48 – a minimum of 98.5% delivered within three working days

Once we have dispatched your order, its speed of delivery is under the control of the third party delivery service. We do not refund postage upgrade fees for items delivered beyond Royal Mail's or the courier's target timescales, ie if a package arrives in 3 working days instead of 2 working days.

Unless you select otherwise in our checkout, we will send your order SECOND CLASS which is FREE OF CHARGE to you.

The majority of our orders are sent the same day if you order before 5pm Monday-Friday but to ensure our fastest dispatch and earliest delivery, regardless of the size and weight of the package, you can upgrade to first class for just 50p.

All our orders have a tracking number of some description. There are different types of tracking:

• Delivery tracking - updates via a 'QR' image when the postman delivers
• 'Signed For' - updates when the postman gains a signature upon delivery
• 'Tracked' - updates at various stages during Royal Mail's handling and at the delivery point

Tracking numbers appear on your dispatch confirmation or you can login to your account and view the dispatch details on your order.

When you have retrieved the tracking number, go to Royal Mail's Track and Trace website page https://www.royalmail.com/track-your-item#/ and put the number in the space where it says eg and then a number, and then click 'Track your delivery'.

UK Postage and Shipping Options

Second class - free

First class - 50p

Orders under £5 are subject to a £1 shipping and handling charge

Sorry, we no longer offer international shipping.

DON'T FORGET, BANK HOLIDAYS AND WEEKENDS ARE NOT WORKING DAYS FOR ROYAL MAIL BUSINESS COLLECTIONS AND POST IS NOT COLLECTED AGAIN UNTIL THE AFTERNOON OF THE NEXT WORKING DAY.

We mainly use Royal Mail for our shipments.

Royal Mail's delivery targets are:

• First Class mail/RM24 – a minimum of 93% delivered the next working day
• Second Class mail/RM48 – a minimum of 98.5% delivered within three working days

Once we have dispatched your order, its speed of delivery is under the control of the third party delivery service. We do not refund postage upgrade fees for items delivered beyond Royal Mail's or the courier's target timescales, ie if a package arrives in 3 working days instead of 2 working days.

When you purchase from us please be aware that first class is treated as a 1-2 working day delivery.

Second class is 2-3 working days.

Although Royal Mail is generally very reliable, we offer the timescales in our checkout as a good guide to the timescales you are likely to experience, but this is not guaranteed. Sometimes deliveries do not go well!

We fully appreciated how frustrating it is when things don't arrive on time, especially when you really need them, it can be most inconvenient and frustrating.

We also understand the uncertainty involved in wondering is it going to come tomorrow, how long should I wait and will I wait in vain.

All our orders have a tracking number of some description. There are different types of tracking:

• Delivery tracking - updates via a 'QR' image when the postman delivers
• 'Signed For' - updates when the postman gains a signature upon delivery
• 'Tracked' - updates at various stages during Royal Mail's handling and at the delivery point

Fortunately very few packages go missing, but Royal Mail doesn't meet its delivery targets 100% of the time.

If you have concerns about your delivery being a number of days overdue, please get in touch.

Incorrect shipping addresses

If you supply us with an old, incorrect or undeliverable address, please contact us immediately just in case we can get it changed for you.

If your order has already been shipped we cannot change the shipping address and we cannot stop it in transit.

We cannot send more items and we cannot refund the ones that have already been sent to you.

At this point it is your responsibility to try and retrieve the items sent to the incorrect address that was supplied to us, this applies to addresses where you used to live for example.

If you can’t get the items or you supplied an undeliverable address, hopefully the package will be returned to us in due course, in which case you will need to pay for the items to be reshipped before we can send them again. Sometimes we get such packages returned and sometimes we don't.

You will have to wait for the package to be returned to us which takes, on average, 2-3 weeks. One package took 2 months to find its way back to us, but at least it did eventually.

Please note, there may also be a charge for the items to be returned to us in which case we would ask you to cover this too before we ship again.

In our experience, you're better off with low expectations of such packages being returned to us, but be assured we will always let you know when they are.

1. About us

We are Healthy Start Ltd T/A Electronic Cigarette Co, an online retail business specialising in vaping hardware and e-liquids, and protecting your personal data is important to us. We comply with all relevant data protection legislation and the following privacy notice is intended to provide transparency about how we handle your personal information.

As an essential part of our business, we collect and manage our customer data. This notice explains when and why we collect personal information about you, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

Our services are not intended for anyone under the age of 18 as we deal with age restricted products.

2. Personal data and the provision of services

When you order products via our website, we only ask for information that is essential to deliver our products to you, or for invoicing purposes. This information is limited to names, addresses, dates of birth in some instances, and email and telephone contact data. We don't hold or have access to any of your financial details.

3. Use of your personal data

Some of your personal data we need for processing your order and that is the only purpose we use it for.

We will not and do not share your information with third parties as a general rule. However, we do share it with contracted parties such as Royal Mail for the purposes of delivery and delivery notifications. In addition, there may instances of us having to share information as directed by law with entities such as providers of identity verification (for the purposes of verifying over 18 years of age), or any disclosure required by law or regulation such as the prevention of financial crime or terrorism.

Please also be advised that when you visit our website, cookies will be used to collect and log information about you such as your IP (Internet Protocol) address which connects your computer or mobile device to the Internet, and activity information about your visit such as the pages you view or searched for, pages response times, and download errors. We do this so that we can measure our website’s performance. Cookies are also used to enhance our website’s functionality and personalisation, which includes sharing data with third party organisations (only Google Analytics). You can control this by adjusting your cookies settings.

4. Why do we need this information?

The primary reason for asking you to provide us with your personal data is to allow us to carry out your requests/instructions, which will usually be to provide you with goods, or to replace damaged or faulty goods. This information is also necessary for these reasons:

• so we can communicate with you, for example if we're short on stock or we have a query about your order
• to keep financial records of your transactions
• to be able to respond to any complaint or claim made against us
• to obtain payment
• to be able to verify your identity for the purposes of being over 18
• to market our services and provide details of promotions that may interest you (with your consent), although currently we do not market our services, instead relying on your kind recommendations and word of mouth

5. Your Rights

In accordance with the GDPR (General Data Protection Regulation) requirements, your personal data is protected by legal rights which include:

• Right of access – to request access to your personal information and information about how we process it
• Right to rectification – to have your personal information corrected if it is inaccurate and to have incomplete personal information completed
• Right to erasure (also known as the Right to be Forgotten) – to have your personal information erased
• Right to restriction of processing – to restrict processing of your personal information
• Right to data portability – to electronically move, copy or transfer your personal information in a standard form
• Right to object – to object to processing of your personal information
• Rights with regards to automated individual decision making, including profiling rights relating to automated decision making, including profiling

6. How Do We Protect Your Personal Data?

We take all reasonable measures to protect personal data held by us. We have high standards of technology and operational security in order to protect personally identifiable data from loss, misuse, alteration or destruction. We also adopt a secure approach to confidentiality obligations both internally and externally to ensure all personal data is handled and processed confidentially. We will only ever use your personal information to complete transactions. We may use personalisation to collect analytics to inform marketing and produce relevant content for the marketing strategy, to enable it to enhance and personalise the customer experience. We use computer safeguards such as firewalls and data encryption and other industry standard security approaches. Our staff are well informed with regard to data protection best practices and GDPR minimums.

7. How long do we keep your data?

Your personal information (names, addresses, dates of birth in some instances, and email and telephone contact data) will be retained on our website server/s for as long as is necessary to either fulfill the purposes for which the information was supplied (ie to supply goods), or for as long as you're happy to maintain an account with us. We would not delete your purchase history without your prior consent, and deleting it would mean we hold no record of your purchase should you need to get back in touch with us. Your personal information may be retained as required by law, or for as long as is necessary under any relevant contractual obligations on our part or matters affecting your consumer rights. Put another way, for as long as necessary to carry out your transactional requests and in line with your rights as a consumer, but also bearing in mind that during warranty period there needs to be a record of a transaction. HMRC also requires that sales invoices are retained for a minimum of 7 years. Your data will be held indefinitely where you have consented to hold an account with us for the purpose of buying goods therefore providing you with access to your full purchase history.

8. Collecting your personal data

We collect your personal data in a number of ways, including but not limited to:

• Submitting an online enquiry
• Following/liking or subscribing to our social media channels
• Taking part in any competition or promotion run on our website of through our social media channels
• By completing a questionnaire or survey via our website
• Asking a question, or submitting your query or complaint via our website, email or social media channels
• Posting information on our website or social media channels, for example, commenting or joining in discussions
• When you leave a review about us on Trusted Shops, Google Reviews or other media platform

9. How we may use your details

The following are examples, although not exhaustive, of how we may use your personal information for our legitimate business interests:

• Fraud prevention
• Direct marketing (with your consent)
• System security
• To monitor and record information relating to the use of our services, to include our website
• Identifying usage trends
• Enable business development including sending legal updates, publications and details of events (with your consent)
• Determining the effectiveness of promotional campaigns and advertising

With your consent, we may use your personal information for legitimate interests such as direct marketing or under reasonable expectation to provide you with information you would expect to receive or that would benefit or enhance our relationship with you. This information helps us review and improve our service.

10. Marketing communications

We may contact you for the purpose of direct marketing. This means that we may use personal data collected in line with this privacy notice, to contact you about our products and services. These communications may be delivered by email or social media platforms. We will not send marketing communications via SMS or call you without your specific consent, and we would never pass or sell your details to a third party for marketing purposes.

11. Complaints

If you wish to raise a complaint on how we have handled your personal data, please get in touch. 

Our Data Protection officer is Benita Clark and you can contact her at:

Healthy Start Ltd, PO Box 7270, Stourbridge, DY8 9GH

Email:  info@electronic-cigarettesco.co.uk

Telephone: 01384 878545

If you are not satisfied with our response or believe we are not processing your personal data in accordance with the law, you can complain to the Information Commissioner’s Office (ICO). Telephone: 0303 123 1113. Website: www.ico.org.uk

Credit card security

Our website uses Paypal to process payments which is a worldwide e-commerce businesses allowing payments and money transfers to be made through the Internet enabling you to shop without sharing financial information with the company you are buying from.

Once you have been through our checkout process and provided your name and address and contact details so that we can process your order, you will arrive at the Paypal page and thereafter the information you enter is known only to the Paypal encrypted system.

Your privacy is safeguarded with their data encryption which works seamlessly with your credit/debit card and current account. They state that your personal information is stored on their servers and heavily guarded, both physically and electronically.

To further shield your credit card and bank numbers, they do not directly connect their firewall-protected servers to the internet. Please go to www.paypal.com for further details about their security measures.

When you place an order on our website, none of your financial details will be known by us, they will only be known by Paypal's encrypted system as described above. We do not know, have access to or hold any financial details whatsoever.

In addition, when you order with us over the phone, (we no longer offer this service) we do not record, write down, store or share your financial details.

Our website also uses Sagepay to process payments which is also a very well known e-commerce businesses allowing payments and money transfers to be made via the Internet, enabling you to shop without sharing financial information with the company you are buying from. Your privacy is safeguarded in the same way as it is for Paypal.

Secure checkout

Our web server uses Secure Sockets Layer (SSL). SSL creates a secure 'layer' between your browser program and your Internet connection.

When you reach the checkout page on our site you can see a small padlock in your browser's window or to the right of the address bar (where your current web address is displayed). By clicking on this padlock you can see our digital certificate information guaranteeing the identity of the page. This SSL will soon be on all pages.

SSL also encrypts data and verifies that it was not altered between your computer and our server.

The SSL security is protecting your personal details held by us in order to send you goods, remember, when you use our website we will not see or know your card or payment details.

Our version of this SSL was not affected or vulnerable to the Heartbleed security threat which came to light in the media in April 2014.

Third Party Links

Links to third party websites Links on this site may let you leave our website. The linked sites are not under our control and we are not responsible for the content of any linked site or any link contained in a linked site or those to which links are provided.

We are providing these links to you only as a convenience and the inclusion of any link does not imply endorsement by us of the site, the information, products or services described therein.

Cookies

Our website places cookies, which are small data files, on your computer or handheld device. This is standard practice for all websites. Cookies are essential for helping us deliver a high quality website and online shopping experience for our customers, and some cookies collect information about browsing and buying behaviour.

For more information about cookies, including how we use them and how to disable them, please read our full Cookie Policy below. By using and browsing our website, you consent to cookies being used in accordance with our policy. If you do not consent, you must disable cookies or refrain from using the site.

Cookie Policy

What are cookies?

This website uses cookies to collect information. Cookies are small data files which are placed on your computer or other mobile or handheld device (such as smart phones or ‘tablets’) as you browse this website. They are used to ‘remember’ when your computer or device accesses this website. The cookies are essential to the effective operation of our website and to enable to you shop with us online. Cookies are also used to tailor the products and services offered and advertised to our customers, both on this website and elsewhere.

Information collected

Some cookies collect information about browsing and purchasing behaviour by people who access this website via the same computer or device. This includes information about pages viewed, products purchased and the customer journey around a website. We do not, however, use cookies to collect or record information about users’ names, addresses or other personal details. Healthy Start is able to use cookies to monitor individual customer browsing and purchasing behaviour but third parties are not able to identify customers using cookies.

Who sets the cookies?

The cookies stored on your computer or other device when you access this website are set by the standard parameters within our website software. Some cookies are set by or on behalf Healthy Start and are necessary to enable customers to a make purchases on our website. Cookies may also be set by third parties (although this isn’t currently the case) who participate with us in affiliate marketing programmes. Third parties cannot collect any personal data from which they would be able to identify individual customers.

What are cookies used for?

The main purposes for which cookies are used are: 

1. For technical purposes essential to effective operation of a website, particularly in relation to online transactions
2. To drive marketing, particularly banner advertisements and targeted updates.
3. To enable information to be collected about the browsing and shopping habits and activities of customers, including to monitor the success of campaigns, competitions etc.
4. To enable us to meet our contractual obligations to make payments to third parties when a product is purchased by someone who has visited our website from a site operated by those parties.

How do I disable cookies?

If you want to disable cookies you need to change your website browser settings to reject cookies. How to do this will depend on the browser you use and we provide further detail below on how to disable cookies for the most popular browsers:

For Microsoft Internet Explorer:

1. Choose the menu “tools” then “Internet Options”
2. Click on the “privacy” tab
3. Select the setting the appropriate setting

For Mozilla Firefox:

1. Choose the menu “tools” then “Options”
2. Click on the icon “privacy”
3. Find the menu “cookie” and select the relevant options

For Opera 6.0 and further:

1. Choose the menu Files”> “Preferences”
2. Privacy

What happens if I disable cookies?

This depends on which cookies you disable, but in general the site may not operate properly if cookies are switched off. If you only disable third party cookies you will not be prevented from making purchases on this site. If you disable all cookies you will be unable to complete a purchase on this site.

FAULTY ITEMS

Before you send something back ...

Please contact us before you do anything and tell us your name, purchase date, order number if you can, describe the item and tell us why you would like to return it.

We will respond to you quickly and together we can try and resolve the issue if there is a problem with your product. It may be a clear case of a faulty item (in which case it can be sorted swiftly with a replacement if it falls within the warranty period) but it may be an issue caused by incorrect use (it does happen!).

We ask you to co-operate with us so we can sort problems quickly and amicably.

Please do not return a product to us without contacting us and obtaining our agreement first. If you return something to us without our agreement and it isn’t faulty but it shows sign of use and the parts of it show sign of use (ie it is second hand), we cannot refund your postage or the cost of the item. It would be to our discretion as to what, if any refund was due.

To eliminate user error and to protect your claim, thoroughly check and implement any instructions you have/or we provide you with.

Some issues can't be resolved and for faulty items and you simply need to work through the process with us and obtain our agreement that your product does indeed seem to be faulty and it will be replaced or refunded.

How to send something back ...

Having followed the procedure above, ensure the item is packaged well and can’t be damaged. Ensure the packet or envelope is strong enough to contain the item. If the packet is ripped open during transit and we receive it empty (it happens!), we will not be liable to refund or replace.

If the item is of low value (£20 or less), 1st or 2nd class post with ‘proof of sending’ from the Post Office can be a sufficient method of return. Ensure you obtain a ‘printed proof of sending’ and keep this safe until the matter is resolved. You will need to claim directly from the Post Office if your item is damaged or lost in transit.

Items worth over £20 but less than £50 will need to be returned using Royal Mail’s ‘Signed For’ service. Again, ensure you keep your ‘printed proof of sending’ until the matter is resolved. The same applies in that you will need to claim directly from the Post Office if your item is damaged or lost in transit.

All Post Office claims have to be made by the sender, not the recipient.

When you initially contact us to notify us that you have a return, if appropriate, ie in the event of a faulty product for example, we will agree to cover the costs of the return postage and we will confirm in an email to you what that cost should be, ie 96p (small packet first class) or £2.06 (small packet 'Signed For'), as examples.

If you choose to incur a higher postage charge than that which is necessary to insure your item there will be a shortfall between what you have spent on your postage and the amount of our refund to you.

If your item isn't faulty your postage costs will not be refunded.

Please remember to enclose the following with your return package ...

A brief cover letter with your name, return address, phone number and email address reason for returning the item (or make reference to the date of our last email correspondence so we have something to refer to).

RETURNING E-LIQUID

To guarantee the integrity of our e-liquid and its contents, e-liquid cannot be returned unless there is a manufacturing defect, or its best before date has expired.

RETURNING COILS

If you've ordered the wrong coils it's ok to return them, but they must still all be sealed in their pods or individual packets and the authenticity needs to be intact. If the coils come in a strip of 5 say, the strip needs to be intact also. In essence, the packaging and contents need to be the same goods as supplied by us (we can usually verify this by the weight of our dispatches) and they need to be in the same saleable condition as you received them. If the packaging is torn or ripped apart or any of a pack of coils have been removed from their packaging, ie their pods with foil or plastic pouches or wrappers, they cannot be returned for a refund.

OUR RETURNS ADDRESS

Please return the product as outlined above to:

Healthy Start Ltd

PO Box 7270

Stourbridge

DY8 9GH

Ensure your return has the appropriate postage.

Cash on delivery shipments and underpaid items will not be accepted by us, and we will not accept items which have not been shipped as directed above.

Thanks in advance for working with us and keeping our procedures in place so everyone is treated equally and fairly.

PRE-PAID POSTAGE AND 'SIGNED FOR' LABELS

In some instances (for UK returns) we may send you various labels to add to the return package. If this applies to you, these are the steps to ensure safe return of your items:

1. Ensure the Postage Paid GB sticky label is clearly visible on the front of the packet (use the existing one or the replacement if you're using a new packet)
2. Stick the Post Office's 'Signed For' sticky label on the front of the packet (stick it over the existing one if you're using the existing packet)
3. Stick the returns address label (ie our address) over your address (or replace your address in the plastic doc wallet on the front of the packet if you're using the existing packet)
4. Take the completed packet (with all three labels) to your nearest Post office and ensure they provide you with a 'printed proof of sending'.
5. Please keep the piece of paper that is the proof of sending until we confirm we've received the return package safely (thank you).

REFUNDS

Refunds will be made using the same method as the original payment.

Where we are liable to cover the costs of your postage we will send you this money via Paypal.

If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge has been incurred by us.

As at October 2020, some of the up-to-date costs are shown below:

Standard 1st class Large Letter - £1 (under 100g), £1.42 (under 250g)

Standard 2nd class Large Letter - 79p (under 100g), £1.09 (under 250g)

Signed For 1st class Large Letter - £2.20 (under 100g), £2.62 (under 250g)

Signed For 2nd class Large Letter - £1.99 (under 100g), £2.29 (under 250g)

1st Small Parcel Tracked - from £4.36

2nd Small Parcel Tracked - from £3.82

In addition to the postage charges we incur, there is VAT to apply, plus a 4% fuel surcharge, along with a non-refundable standard transaction fee from the likes of Paypal.

DAMAGED GOODS

Please note we do not accept items as having been received as damaged or faulty after 14 days of shipping unless of course it can be evidenced that the Post Office or carrier delayed the delivery date.

RIGHT TO CANCEL YOUR ORDER

We allow for a 14 day right of cancellation provided the products we have supplied to you have not been used.

The items need to be returned in the same new condition as received including the original and undamaged packaging.

Please inform us of your intentions and ensure the items are returned to us within 14 days of receipt.

If you want to cancel your purchase because it has been delayed, please note that the likes of Royal Mail in the UK regard the package as your property for the first 15/21 working days (depending on the method of despatch) of its transit, thereafter, they consider it our property and Royal Mail should send it back to us. Other carriers may have different timescales.

For Royal Mail packages we will refund the original purchaser after 15 working days for non delivery and claim back our losses from Royal Mail.

PLEASE DO NOT ACCEPT DELIVERY OF PACKAGES AFTER WE HAVE REFUNDED YOU.

We don’t usually charge a fee for accepting items back if they have been ordered in error but this will be reviewed on an individual basis depending on the items in question.

If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge is obviously incurred by us. These costs are most usually 96p (small UK packets), £2.06 (small 'Signed For' UK packets) or £3-£4 for larger UK packets but other amounts may apply and international shipping incurs a higher charge.

Our original postage cost is non-refundable unless there is a quality issue, manufacturing defect or excessive delay in transit.

INCOMPLETE ORDERS

This primarily relates to e-liquid nicotine strengths. If the strength hasn't been selected we will get in touch with you to check your requirement so it's important that you provide accurate email and phone numbers.

If you've ordered from us before we will attempt to check with you but we won't delay your order and we will send the same strengths as you've previously had.

If we have no previous orders to refer to and can't get in touch with you we will cancel and refund the order after 7 days.

FAULTY ITEMS

Before you send something back ...

Please contact us before you do anything and tell us your name, purchase date, order number if you can, describe the item and tell us why you would like to return it.

We will respond to you quickly and together we can try and resolve the issue if there is a problem with your product. It may be a clear case of a faulty item (in which case it can be sorted swiftly with a replacement if it falls within the warranty period) but it may be an issue caused by incorrect use (it does happen!).

We ask you to co-operate with us so we can sort problems quickly and amicably.

Please do not return a product to us without contacting us and obtaining our agreement first. If you return something to us without our agreement and it isn’t faulty but it shows sign of use and the parts of it show sign of use (ie it is second hand), we cannot refund your postage or the cost of the item. It would be to our discretion as to what, if any refund was due.

To eliminate user error and to protect your claim, thoroughly check and implement any instructions you have/or we provide you with.

The Eleaf iPipe is a typical example of a product that we've had return requests for, however, the customers concerned are now very happy with their pipe having worked through the technicalities of the device with us - simple things like peeling off the near invisible sticker that covers the air hole which are not necessarily obvious but makes the difference between the device working or not.

Some issues can't be resolved and for faulty items and you simply need to work through the process with us and obtain our agreement that your product does indeed seem to be faulty and it will be replaced or refunded.

How to send something back ...

Having followed the procedure above, ensure the item is packaged well and can’t be damaged. Ensure the packet or envelope is strong enough to contain the item. If the packet is ripped open during transit and we receive it empty (it happens!), we will not be liable to refund or replace.

If the item is of low value (£20 or less), 1st or 2nd class post with ‘proof of sending’ from the Post Office can be a sufficient method of return. Ensure you obtain a ‘printed proof of sending’ and keep this safe until the matter is resolved. You will need to claim directly from the Post Office if your item is damaged or lost in transit.

Items worth over £20 but less than £50 will need to be returned using Royal Mail’s ‘Signed For’ service. Again, ensure you keep your ‘printed proof of sending’ until the matter is resolved. The same applies in that you will need to claim directly from the Post Office if your item is damaged or lost in transit.

All Post Office claims have to be made by the sender, not the recipient.

When you initially contact us to notify us that you have a return, if appropriate, ie in the event of a faulty product for example, we will agree to cover the costs of the return postage and we will confirm in an email to you what that cost should be, ie 96p (small packet first class) or £2.06 (small packet 'Signed For'), as examples.

If you choose to incur a higher postage charge than that which is necessary to insure your item there will be a shortfall between what you have spent on your postage and the amount of our refund to you.

If your item isn't faulty your postage costs will not be refunded.

Please remember to enclose the following with your return package ...

A brief cover letter with your name, return address, phone number and email address reason for returning the item (or make reference to the date of our last email correspondence so we have something to refer to).

OUR RETURNS ADDRESS

Please return the product as outlined above to:

Healthy Start Ltd

PO Box 7270

Stourbridge

DY8 9GH

Ensure your return has the appropriate postage.

Cash on delivery shipments and underpaid items will not be accepted by us, and we will not accept items which have not been shipped as directed above.

Thanks in advance for working with us and keeping our procedures in place so everyone is treated equally and fairly.

PRE-PAID POSTAGE AND 'SIGNED FOR' LABELS

In some instances (for UK returns) we may send you various labels to add to the return package. If this applies to you, these are the steps to ensure safe return of your items:

1. Ensure the Postage Paid GB sticky label is clearly visible on the front of the packet (use the existing one or the replacement if you're using a new packet)
2. Stick the Post Office's 'Signed For' sticky label on the front of the packet (stick it over the existing one if you're using the existing packet)
3. Stick the returns address label (ie our address) over your address (or replace your address in the plastic doc wallet on the front of the packet if you're using the existing packet)
4. Take the completed packet (with all three labels) to your nearest Post office and ensure they provide you with a 'printed proof of sending'.
5. Please keep the piece of paper that is the proof of sending until we confirm we've received the return package safely (thank you).

REFUNDS

Refunds will be made using the same method as the original payment.

Where we are liable to cover the costs of your postage we will send you this money via Paypal.

If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge is obviously incurred by us. Approximate costs can be seen at https://www.electronic-cigarettesco.co.uk/returns-and-refunds.

DAMAGED GOODS

Please note we do not accept items as having been received as damaged or faulty after 14 days of shipping unless of course it can be evidenced that the Post Office or carrier delayed the delivery date.

RIGHT TO CANCEL YOUR ORDER

We allow for a 14 day right of cancellation provided the products we have supplied to you have not been used.

The items need to be returned in the same new condition as received including the original and undamaged packaging.

Please inform us of your intentions and ensure the items are returned to us within 14 days of receipt.

If you want to cancel your purchase because it has been delayed, please note that the likes of Royal Mail in the UK regard the package as your property for the first 15/21 working days (depending on the method of despatch) of its transit, thereafter, they consider it our property and Royal Mail should send it back to us. Other carriers may have different timescales.

For Royal Mail packages we will refund the original purchaser after 15 working days for non delivery and claim back our losses from Royal Mail.

PLEASE DO NOT ACCEPT DELIVERY OF PACKAGES AFTER WE HAVE REFUNDED YOU

We don’t usually charge a fee for accepting items back if they have been ordered in error but this will be reviewed on an individual basis depending on the items in question.

If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge is obviously incurred by us. Approximate costs can be seen at https://www.electronic-cigarettesco.co.uk/returns-and-refunds.

Our original postage cost is non-refundable unless there is a quality issue, manufacturing defect or excessive delay in transit.

RETURNING E-LIQUID

To guarantee the integrity of our e-liquid and its contents, e-liquid cannot be returned unless there is a manufacturing defect, or its best before date has expired.

RETURNING COILS

If you've ordered the wrong coils it's ok to return them, but they must still all be sealed in their pods or individual packets and the authenticity needs to be intact. If the coils come in a strip of 5 say, the strip needs to be intact also. In essence, the packaging and contents need to be the same goods as supplied by us (we can usually verify this by the weight of our dispatches) and they need to be in the same saleable condition as you received them. If the packaging is torn or ripped apart or any of a pack of coils have been removed from their packaging, ie their pods with foil or plastic pouches or wrappers, they cannot be returned for a refund.

INCOMPLETE ORDERS

This primarily relates to e-liquid nicotine strengths. If the strength hasn't been selected we will get in touch with you to check your requirement so it's important that you provide accurate email and phone numbers.

If you've ordered from us before we will attempt to check with you but we won't delay your order and we will send the same strengths as you've previously had.

If we have no previous orders to refer to and can't get in touch with you we will cancel and refund the order after 7 days.

Before you send something back ...

Please contact us before you do anything and tell us your name, purchase date, order number if you can, describe the item and tell us why you would like to return it.

We will respond to you quickly and together we can try and resolve the issue if there is a problem with your product. It may be a clear case of a faulty item (in which case it can be sorted swiftly with a replacement if it falls within the warranty period) but it may be an issue caused by incorrect use (it does happen!).

We ask you to co-operate with us so we can sort problems quickly and amicably.

Please do not return a product to us without contacting us and obtaining our agreement first. If you return something to us without our agreement and it isn’t faulty but it shows sign of use and the parts of it show sign of use (ie it is second hand), we cannot refund your postage or the cost of the item. It would be to our discretion as to what, if any refund was due.

To eliminate user error and to protect your claim, thoroughly check and implement any instructions you have/or we provide you with.

The Eleaf iPipe is a typical example of a product that we've had return requests for, however, the customers concerned are now very happy with their pipe having worked through the technicalities of the device with us - simple things like peeling off the near invisible sticker that covers the air hole which are not necessarily obvious but makes the difference between the device working or not.

Some issues can't be resolved and for faulty items and you simply need to work through the process with us and obtain our agreement that your product does indeed seem to be faulty and it will be replaced or refunded.

How to send something back ...

Having followed the procedure above, ensure the item is packaged well and can’t be damaged. Ensure the packet or envelope is strong enough to contain the item. If the packet is ripped open during transit and we receive it empty (it happens!), we will not be liable to refund or replace.

If the item is of low value (£20 or less), 1st or 2nd class post with ‘proof of sending’ from the Post Office can be a sufficient method of return. Ensure you obtain a ‘printed proof of sending’ and keep this safe until the matter is resolved. You will need to claim directly from the Post Office if your item is damaged or lost in transit.

Items worth over £20 but less than £50 will need to be returned using Royal Mail’s ‘Signed For’ service. Again, ensure you keep your ‘printed proof of sending’ until the matter is resolved. The same applies in that you will need to claim directly from the Post Office if your item is damaged or lost in transit.

All Post Office claims have to be made by the sender, not the recipient.

When you initially contact us to notify us that you have a return, if appropriate, ie in the event of a faulty product for example, we will agree to cover the costs of the return postage and we will confirm in an email to you what that cost should be, ie 96p (small packet first class) or £2.06 (small packet 'Signed For'), as examples.

If you choose to incur a higher postage charge than that which is necessary to insure your item there will be a shortfall between what you have spent on your postage and the amount of our refund to you.

If your item isn't faulty your postage costs will not be refunded.

Please remember to enclose the following with your return package ...

A brief cover letter with your name, return address, phone number and email address reason for returning the item (or make reference to the date of our last email correspondence so we have something to refer to).

OUR RETURNS ADDRESS

Please return the product as outlined above to:

Healthy Start Ltd

PO Box 7270

Stourbridge

DY8 9GH

Ensure your return has the appropriate postage.

Cash on delivery shipments and underpaid items will not be accepted by us, and we will not accept items which have not been shipped as directed above.

Thanks in advance for working with us and keeping our procedures in place so everyone is treated equally and fairly.

PRE-PAID POSTAGE AND 'SIGNED FOR' LABELS

In some instances (for UK returns) we may send you various labels to add to the return package. If this applies to you, these are the steps to ensure safe return of your items:

1. Ensure the Postage Paid GB sticky label is clearly visible on the front of the packet (use the existing one or the replacement if you're using a new packet)
2. Stick the Post Office's 'Signed For' sticky label on the front of the packet (stick it over the existing one if you're using the existing packet)
3. Stick the returns address label (ie our address) over your address (or replace your address in the plastic doc wallet on the front of the packet if you're using the existing packet)
4. Take the completed packet (with all three labels) to your nearest Post office and ensure they provide you with a 'printed proof of sending'.
5. Please keep the piece of paper that is the proof of sending until we confirm we've received the return package safely (thank you).

REFUNDS

Refunds will be made using the same method as the original payment.

Where we are liable to cover the costs of your postage we will send you this money via Paypal.

If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge is obviously incurred by us. These costs are most usually 95p (small UK packets), £2.05 (small 'Signed For' UK packets) or £3-£4 for larger UK packets but other amounts may apply and international shipping incurs a higher charge.

DAMAGED GOODS

Please note we do not accept items as having been received as damaged or faulty after 14 days of shipping unless of course it can be evidenced that the Post Office or carrier delayed the delivery date.

RIGHT TO CANCEL YOUR ORDER

We allow for a 14 day right of cancellation provided the products we have supplied to you have not been used.

The items need to be returned in the same new condition as received including the original and undamaged packaging.

Please inform us of your intentions and ensure the items are returned to us within 14 days of receipt.

If you want to cancel your purchase because it has been delayed, please note that the likes of Royal Mail in the UK regard the package as your property for the first 15/21 working days (depending on the method of despatch) of its transit, thereafter, they consider it our property and Royal Mail should send it back to us. Other carriers may have different timescales.

For Royal Mail packages we will refund the original purchaser after 15 working days for non delivery and claim back our losses from Royal Mail.

PLEASE DO NOT ACCEPT DELIVERY OF PACKAGES AFTER WE HAVE REFUNDED YOU.

We don’t usually charge a fee for accepting items back if they have been ordered in error but this will be reviewed on an individual basis depending on the items in question.

If you are returning something because you have changed your mind about your purchase, we will deduct the postage we incurred in sending it to you because, despite our free shipping policy, a postage charge is obviously incurred by us. These costs are most usually 96p (small UK packets), £2.06 (small 'Signed For' UK packets) or £3-£4 for larger UK packets but other amounts may apply and international shipping incurs a higher charge.

Our original postage cost is non-refundable unless there is a quality issue, manufacturing defect or excessive delay in transit.

RETURNING E-LIQUID

To guarantee the integrity of our e-liquid and its contents, e-liquid cannot be returned unless there is a manufacturing defect, or its best before date has expired.

RETURNING COILS

If you've ordered the wrong coils it's ok to return them, but they must still all be sealed in their pods or individual packets and the authenticity needs to be intact. If the coils come in a strip of 5 say, the strip needs to be intact also. In essence, the packaging and contents need to be the same goods as supplied by us (we can usually verify this by the weight of our dispatches) and they need to be in the same saleable condition as you received them. If the packaging is torn or ripped apart or any of a pack of coils have been removed from their packaging, ie their pods with foil or plastic pouches or wrappers, they cannot be returned for a refund.

INCOMPLETE ORDERS

This primarily relates to e-liquid nicotine strengths. If the strength hasn't been selected we will get in touch with you to check your requirement so it's important that you provide accurate email and phone numbers.

If you've ordered from us before we will attempt to check with you but we won't delay your order and we will send the same strengths as you've previously had.

If we have no previous orders to refer to and can't get in touch with you we will cancel and refund the order after 7 days.