Returns Policy Overview
We value your satisfaction and strive to make returns hassle-free. Below is our comprehensive returns and refund policy to ensure confidence when shopping with us.
1. Disposables | Prefilled Pods
Note: As of the UK Disposable Vape Ban 2025, disposable vape returns are only applicable to purchases made prior to the ban.
Summary
Refunds are available for faulty disposables (purchased before the ban) within 24 hours of purchase instore, or within 48 hours of receipt online.
Instore
Refunds may 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 may be issued if:
- Order number or proof of purchase is provided
- Customer notifies us within 48 hours of receiving the order
- Item is DOA, leaking, or auto-firing
- Credit voucher may be provided
*Note: We cannot refund disposables that do not meet puff count estimates.
2. Hardware
Summary
Refunds are available for faulty hardware within 30 days of purchase, or unused within 14 days online.
Instore
Refunds may be issued if:
- Proof of purchase is provided
- Faulty item is returned within 30 days
- Unused item is returned within 14 days
- Original packaging is returned with the item
Online
Refunds may be issued if:
- Order number or proof of purchase is provided
- Customer contacts us with a fault description and image/video evidence
- Item is returned within 30 days of purchase
- Unused item is returned within 14 days
- Returns form is completed
- Shipping reimbursement provided for faulty items only
*Note: Original packaging must be returned. All faulty items are tested; if no fault is found, the item will be returned at the customer’s expense.
3. Liquids
Summary
Refunds are available for unopened, unused liquids within 14 days of purchase instore or online.
Instore & Online
Refunds may be issued if:
- Item is unused and unopened
- Item is returned within 14 days of purchase
*Note: Original packaging must be returned. Shipping costs are non-refundable.
4. Missing Items (Online)
Summary
Notify us within 48 hours of delivery for missing items. We'll resolve your claim within 7 days with either a credit or refund.
- 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
We offer resend or refund options depending on delivery timeframes.
- UK Mainland: 7 working days
- International: 25 working days
- Resends due to missed delivery or DPD delay: additional charges apply
- Refund or credit available for courier-caused delays
- Lost parcels will be resent at our cost
6. Damaged Items
Summary
Provide an image of the damage. We’ll refund or replace affected items accordingly.
- Image required for damaged packaging or item
- Credit or refund issued for small items
- Hardware must be returned for replacement
7. Hardware Warranty
Summary
Our hardware is covered by a 3-month warranty. We offer replacements or credits for valid claims. Tanks and coils are not included.
- Warranty period: 3 months
- Replacement or credit offered
- Hygiene items (tanks, coils) not covered
*Note: Original packaging must be returned. Items are tested upon return; if no fault is found, they are returned at the customer’s expense.
Frequently Asked Questions (FAQs)
Can I return a disposable or prefilled pod if I change my mind?
Answer: We cannot accept returns for disposables or prefilled pods due to a change of mind. Refunds or exchanges are offered for faulty, leaking, or DOA products purchased before the ban, returned within the eligible timeframe with proof of purchase.
How do I initiate a return for a faulty hardware item purchased online?
Answer: Please contact us within 30 days of purchase, providing your order number and a description of the fault with images or videos. If approved, we’ll send return instructions. Returns for change of mind are accepted within 14 days for unused items.
What is the warranty coverage for hardware?
Answer: Hardware is covered by a 3-month warranty. We offer a replacement or store credit. Tanks and coils are excluded for hygiene reasons.
How long do I have to notify you if I receive a damaged item?
Answer: Notify us as soon as possible and provide images of the damage. We’ll issue a credit or refund depending on the item and extent of damage.
What should I do if an item is missing from my order?
Answer: Notify us within 48 hours of receipt with your order number and the missing item. We will resolve your claim within 7 days.
Do you cover return shipping costs?
Answer: We reimburse return shipping only for faulty items with valid claims. Returns for change of mind must be covered by the customer.
Our Promise
Since 2012, myCigara has proudly served our customers with premium vaping products and outstanding service. Your satisfaction is our top priority. If you have any questions or concerns about this policy or your experience, please contact our friendly customer support team. Thank you for choosing myCigara.
