Returns, Refunds, Updates, Cancellations & Exchanges

After reading and agreeing to the information below, the first response for any problem or issue is to email us at [email protected], through the contact page, or via Facebook messenger. We do not monitor any other accounts or email addresses apart from these three. Evidence can be provided by emailing us directly.

Important: Smash E-Liquid cannot attend to any product or order circumstances (i.e., problems/issues, missing item inquiry, etc) that are brought forward after 28 days from when the order was first placed. It is the responsibility of the customer to contact us as soon as possible, after accepting the conditions below.

Updates & Cancellations

First response for order detail updates or order cancellation: You are required to contact us before the order is marked as complete.

Once an order has been marked as completed, we may no longer be able to update the order or addresses. (More information in the relevant section below)

If an update request is made prior to the order being complete, we can update the order and/or addresses.

If a cancellation request is made prior to the order being complete, we can provide a full refund.

Time-stamps are left on our system, so we know exactly when you sent the email, and when the order was complete. Proof can be shown upon request.

Liquid Items

First response for liquid item(s) returns/exchanges: See below.

Due to the bespoke nature of our liquid products, we do not accept returns or exchanges on any e-liquid, flavour concentrates, unflavoured bases, or nicotine concentrates that have been opened, used or leaked.

If you do not find the liquids acceptable, in a manner deemed personal preference, (i.e., taste not matching the descriptions, taste of the flavour, colour, PG/VG mix, strength, etcetera), this is not qualifiable in accordance with our terms that you have agreed with on checkout. In these cases, the liquids are not deemed faulty, and we ask that you steep them to improve the tastes and experiences.

Our terms of service page provides more details.

For unopened and unused liquid items, we must be informed within 3 days of you receiving the order, evident by the delivered date on the tracking. Once we are contacted, we will provide further details. Any longer than the 3 days, and we may not be able to take things further.

For leaked items, please send forward image evidence.

Our liquids are supplied in a minimum size of 10ml. To help you make an informed decision on purchasing, we always advise purchasing smaller sizes before placing larger orders.

None-Liquid Items

First response for none-liquid item(s) returns/exchanges: You are required to contact us within 14 days of receiving the order, evident by the tracking status, for us to take things further. All orders are tracked, so we are aware when they were delivered.

We can provide returns on all our none-liquid items, apart from clearance stock. The return request is initiated through the contact page.

Clearance stock are none-refundable, once delivered.

If your refund request is authorised, the shipping costs to return the products will be covered by you, the customer, and must be sent to us through a tracked service. Once received, we will refund you based on the status of the items.

A full refund can only be given if the item(s) are sent back in an unused state, in the original, unopened, package.

No-Receipt Order Returns

First response for no-receipt returns: See below.

We use the shipping address you enter on checkout, and not the shipping address in your PayPal profile, for delivery.

If an order is shipped to you and no one was in at the address provided, to receive it/sign for it (evident by the tracking information), it may be sent back to us, if it cannot be left in a hub/sorting office for re-delivery or collection. In such cases, a re-delivery fee will be issued if it is sent back to us. The re-deliver fee for UK shipping will be £2.99, Europe shipping £9.99, Iceland shipping £14.99, and anywhere else £39.99.

If you choose to not accept a re-delivery from us, we can refund you the total amount minus the true shipping cost (which may be higher than those mentioned above). This includes free delivery orders, too, as we cannot claim back on shipping expenses, and we will only refund the price paid for the items, minus the aforementioned shipping fees from the total cost of the order.

In rare cases were you do not accept a re-delivery from us, and the cost of shipping is greater than the cost of the item(s) purchased, we cannot provide a refund.

Incorrect Items Sent

First response for incorrect item(s) delivered: You are required to contact us within 72 hours of receiving the order, and provide evidence in image format, along with images of the packaging and paper invoice, for us to take things further. All orders are tracked, so we are aware when they were delivered.

Wrong order situation examples:-

A) Your received another customer’s order.
B) You received the wrong size(s).
C) You received the wrong item(s) (if liquid, must be evident by the label on the bottle).

We can provide a refund, or we can ship out the missing/incorrect items.

In these cases, if a refund is issued, the incorrect/wrong items may be required to be sent back to a return address we can provide. The cost of returning the items will be handled by you, but once returned and we receive a proof of postage and cost, we can refund you the shipping fee.

Alternatively, if you wish to keep the incorrect items – we can ship out the missing items from your order free of charge, and we may not request you to ship the incorrect items back, depending on the situation.

If an item is missing and the cost of sending the missing item is unreasonable, we may simply refund you for the item cost per se.

Damaged Items

First response for damaged item(s): You are required to contact us within 72 hours of receiving the order, and provide evidence in image format, along with images of the packaging and paper invoice, for us to take things further. All orders are tracked, so we are aware when they were delivered.

If the item(s) are deemed damaged, we can provide a refund or replacement.

At times we may also request you to send the items back, depending on the situation. Once again, the cost of returning the items will be handled by you, but once returned and we receive a proof of postage and cost, we will refund you the shipping fee.

Incorrect or Incomplete Address

First response for incorrect or incomplete shipping address: You are required to contact us as soon as possible.

We will update the shipping address if informed before it is sent, or we may refund you so you can place a new order.

If delivery is not made due to an incorrect/incomplete shipping address, you will be required to pay for postage in order for us to re-send the order, as we cannot claim back on shipping. A re-delivery fee will be issued if it is sent back to us. The re-deliver fee for UK shipping will be £2.99, Europe shipping £9.99, Iceland shipping £14.99, and anywhere else £39.99.

If you choose to request a refund for such cases, we will refund you minus the shipping costs shown above.

Disclaimer

We do not provide return postage labels.

In some special cases we can resolve certain issues, so do contact us so we are aware of the situation and can see what we can do to help.

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Longer delays are expected in transit during this pandemic. We apologise for any inconveniences.
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