Returns & Refunds Policy

Returns & Refunds Policy

Unwanted items purchased online

Unwanted items or entire orders can be returned to us within 10 calendar days from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it.
Your item must be in the original packaging.

You must notify us within 5 days of receipt that you want to return an item.
Returned items must be received within 5 days of the returns authorisation being issued.

Please Note: Due to health and hygiene reasons we cannot accept returns for e-liquids, disposable e-cigarettes and refill pods that have been opened, unless faulty

Shortages

You must inform us of any shortages with your order within 3 days of receiving it, after this time we cannot accept any shortages queries.
For shortages queries please contact us using our contact form or at order-issues@steampugs.co.uk within this time period.

Faulty items purchased online

If you have received an item you believe to be faulty or you are having problems with an item you have purchased please send an email to order-issues@steampugs.co.uk where a team member will help resolve the problem or supply you with the necessary returns information.

Please Note: Unauthorised returns unfortunately will not be processed.

Please note that you are responsible for the costs of returning the items to us unless stated otherwise. We recommend that all returns are sent back to us via a tracked service, and if the item is over the value of £50 to use an insured service. We cannot be held liable for any returns that have been lost in transit.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within 3-5 workings days depending on your card issuer’s policies.

Cancellation

If you want to cancel a order prior to shipping please notify us via email at order-issues@steampugs.co.uk If you notify us too late on the day of order we may not be able to cancel that order.

If the order has been dispatched you still have 10 days to cancel for a full refund. Please follow the returns procedure above to arrange for your items to be returned and a refund issued.

Need further assistance?

We are here to help. Please contact us using our contact form or via e-mail at enquiries@steampugs.co.uk, where one of the team will be more than happy to help you.