Returns Policy Overview
We value your satisfaction and strive to make returns hassle-free. Below is our comprehensive returns / refund policy to ensure your confidence when shopping with us.
1. Disposables | Prefilled Pods
Summary: Refunds available for faulty disposables within 24 hours of purchase instore, or 48 hours of receipt online.
Assurance: Your satisfaction is our priority. Feel confident knowing we stand behind our products.
Instore
Refunds can be issued if:
- Proof of purchase (receipt or customer account) is provided.
- Item is returned within 24 hours of purchase.
- Item is DOA, leaking, or auto-firing.
Online
Refunds can be issued if:
- Order number or proof of purchase is provided.
- Customer notifies within 48 hours of receiving the order.
- Item is DOA, leaking, or auto-firing.
- Credit voucher may be provided.
*Note: We cannot refund disposables failing to meet estimated puff counts.
2. Hardware
Summary: Refunds available for faulty hardware within 30 days of purchase instore, or 30 days of purchase/unused within 14 days online.
Assurance: Shop with peace of mind knowing we offer flexible returns for hardware issues.
Instore
Refunds can be issued if:
- Proof of purchase is provided.
- Faulty item is returned within 30 days of purchase.
- Unused item is returned within 14 days of purchase.
- Original packaging must be returned with the item.
Online
Refunds can be issued if:
- Order number or proof of purchase is provided.
- Customer contacts us and describes the fault with images/videos.
- Faulty item is returned within 30 days of purchase.
- Unused item is returned within 14 days of purchase.
- Returns form is completed.
- Shipping reimbursement for faulty items only.
*Note: Original packaging must be returned with the item. Faulty products undergo testing; if no fault is found, the product is returned at the customer's expense.
3. Liquids
Summary: Refunds available for unopened, unused liquids within 14 days of purchase instore and online.
Assurance: Explore our liquid options risk-free. If unopened, we'll gladly refund your purchase.
Instore & Online
Refunds can be issued if:
- Unused, unopened item is returned within 14 days of purchase.
*Note: Original packaging must be returned with the item. Shipping cost is not covered.
4. Missing Items (Online)
Summary: Notify us within 48 hours of receipt for missing items. Resolution within 7 days: Credit or refund.
Assurance: We're committed to ensuring your order is complete. Notify us of any missing items for a prompt resolution.
If an item is missing:
- Notify us within 48 hours of receiving the order.
- Provide order number and missing item details.
- Resolution within 7 days: Credit or refund.
5. Undelivered Orders
Summary: Resend or refund for undelivered orders based on specified timeframes and circumstances.
Assurance: We're here to support you. If your order encounters delivery issues, we'll work to swiftly resolve it at no extra cost to you.
- UK & Mainland: 7 working days.
- International: 25 working days.
- Resend due to missed delivery or DPD delay: Additional cost.
- Refund or credit for shipping delays caused by DPD/RM.
- Lost parcels: Resent at our cost.
6. Damaged Items
Summary: Image required for damaged items or packaging. Credit or refund for small items, return hardware for replacement.
Assurance: Your satisfaction is guaranteed. For damaged items, we'll quickly process your refund or replacement.
For damaged items:
- Image required for damaged packaging or item.
- Credit or refund for small items.
- Return hardware for replacement.
Summary: 3-month warranty period. Replacement or credit for faulty items. Tanks and coils not covered.
Assurance: Rest easy with our hardware warranty. We'll take care of any issues within the warranty period, ensuring you're always satisfied.
- Warranty: 3-month period.
- Replacement or credit offered.
- For hygiene purposes: Tanks and coils are not covered.
*Note: Original packaging must be returned with the item. Faulty products undergo testing; if no fault is found, the product is returned at the customer's expense.
Frequently Asked Questions (FAQs)
Can I return a disposable or prefilled pod if I change my mind after purchase?
Answer: Unfortunately, we cannot accept returns for disposables or prefilled pods due to a change of mind. However, we offer refunds or exchanges for items that are faulty, DOA (Dead on Arrival), leaking, or auto-firing, provided they are returned within the specified timeframe and with proof of purchase.
How do I initiate a return for a faulty hardware item purchased online?
Answer: To return a faulty hardware item purchased online, please contact us within 30 days of purchase, providing your order number and a description of the fault along with images or videos if possible. Upon approval, we'll provide further instructions for returning the item. Please note that returns for change of mind are accepted within 14 days of purchase for unused items only.
What is the warranty coverage for hardware items?
Answer: Our hardware items are covered by a 3-month warranty period. If you encounter any issues within this timeframe, we offer replacements or credits to the value of the product. Please note that tanks and coils are not covered under the warranty.
How long do I have to notify you if I receive a damaged item?
Answer: If you receive a damaged item, please notify us as soon as possible. We require images of the damaged packaging or item for our records. We'll then proceed with either issuing a credit or providing a refund for the damaged item, as per our policy.
What should I do if an item is missing from my online order?
Answer: In the rare event of a missing item from your online order, please notify us within 48 hours of receiving the order. Provide your order number and details of the missing item. We'll work to resolve the issue promptly, either by issuing a credit or refund for the missing item.
Do you cover shipping costs for returns?
Answer: We cover shipping costs for returns in certain circumstances. For faulty items returned within the specified timeframe and with valid proof of purchase, we will reimburse shipping costs. However, for returns due to a change of mind or other non-faulty reasons, shipping costs are the responsibility of the customer.
Our Promise:
At myCigara, we've been proudly serving our customers since 2012. Our dedication to providing top-quality products and exceptional service remains unwavering. Your satisfaction is paramount to us, and we strive to make every interaction with us a positive one.
If you have any further questions or concerns about our returns policy or any other aspect of your shopping experience, please don't hesitate to reach out to our friendly customer support team. Thank you for choosing myCigara for your vaping needs.