Returns & Refunds Policy

Due to health, safety, and hygiene regulations relating to nicotine products, our returns and refunds policy is strictly governed as outlined below.

1. Unwanted Products

1.1. No Returns for Change of Mind: For hygiene and safety reasons, we do not accept returns for unwanted goods or “change of mind” purchases.

1.2. Product Integrity: As we cannot verify whether products have been opened, used, or tampered with once they have left our facility, such items cannot be resold and are therefore non-returnable.

2. Faulty or Malfunctioning Goods

2.1. Reporting a Fault: If you receive a defective or malfunctioning product, you must notify our Customer Service Team within 48 hours of receipt by emailing customerservices@e-burn.com.

2.2. Returns Process:

  1. Contact us to obtain a Returns Reference Number.

  2. Clearly mark the Returns Reference Number and your original order number on the outer packaging.

  3. Return the item using a recorded or insured delivery service.

2.3. Inspection and Outcome: Upon receipt, all returned items will be tested. If a manufacturing fault is confirmed, we will offer either a replacement or a full refund.

2.4. Exclusions: This policy does not cover faults or damage caused by misuse, accidental damage, improper storage, or general wear and tear.

3. Refunds

3.1. Before Dispatch: If a refund request is made prior to the order being dispatched, a full refund will be issued.

3.2. After Delivery: Refunds will only be issued for goods confirmed to be faulty following inspection.

3.3. Processing Time: Approved refunds will be processed to the original payment method within 3–5 working days.

4. Additional Terms

4.1. Return Costs: Unless otherwise agreed, customers are responsible for the cost of returning goods.

4.2. Proof of Postage: We recommend retaining proof of postage, as we cannot be held responsible for items lost in transit during return.

Last Updated: 02/04/2026