Returns and Replacements
Our Return Process
- Before returning an item to us, you must contact us on firstname.lastname@example.org and let us know of the problem.
- We will then send you a "Return Form". You must fill in the return form and send it with the item returned.
- Once the returned item has been received, our team will review this and contact you with a resolution within 5 working days.
Please Note: If we receive any product without a return form, then this will result in a delay in processing your return.
Changed Your Mind?
All orders can be returned to us within 29 days of purchase.
If you change your mind and wish to return the goods you purchased, you can return those within 29 days from the date of purchase. In this instance, we can only accept returns if the items are in brand new and unused condition. The buyer will be liable for returns costs.
If you are returning an item over the value of £50, we would recommend that you should consider using a trackable shipping service or purchasing shipping insurance. We cannot provide a guarantee that we will receive your returned item.
We cannot accept e-liquids once their seals have been opened.
If the returned product is not in the condition in which it was posted, then we reserve the right to refuse the return, or to issue a partial refund after assessing the items for damages.
If you have missing items in your order, we would highly recommend you to check your order once again and to check all corners of the box and the packaging material used. We have found that 90% of the times the items are found within the box or the packaging.
For any orders containing errors and/or shortages you must notify us within 3 days of receipt.
Faulty or Damaged Items
If you have received items that have been damaged in transit, please contact us as soon as possible. You must notify us within 29 days of the goods being received. If you inform us of the faults after the 29 day period, then we are unable to accept returns.
Please include as much information and pictures of breakages as you can.
We will advise you of the next steps and your goods may be eligible for replacement or refund.
Damaged and faulty items must be returned to us for inspection by our technical team. Return labels will be provided for faulty products. However we are unable to cover return costs for accidental orders or buyers having changed their mind.
If the item you returned is not in the condition in which we sent it out, we reserve the right to send the item back to you or provide only a partial refund after assessing the items for damages.
If there is any sign of cosmetic or accidental damage, then we will not accept the return of the item and we will send the item back to you.
When faulty, we will always try to repair the products and send the same product back to you. If repair is not possible then we will provide a replacement or a refund.
It may take up to 7 days to inspect the product and come to a conclusion.
If the product received is believed to be non-faulty after testing, we reserve the right to send the items back to you. We do receive a lot of of non-faulty items.
We insist that you check and contact us about the product before returning them to us.
Should Safe Way have doubts regarding an item being returned from our customer, we are at liberty to refuse the refund or exchange until the product has been examined for signs of misuse, tampering, damage etc. We need to have enough time to carry out the investigation properly.
For instances in which we prove a refund for a faulty, returned or missing item, our first option would be to provide you with a gift voucher than can be redeemed online with your next order.
Alternatively, we can provide a refund back to the original payment account. However, this can take up to 5 working days to deposit.
You are responsible for any damages caused to the items in return transit by inappropriate packaging. We would advise taking photographs of your return items before sending back to us.
All returns will be addressed to our anonymous address, so you must contact us before you send the items back to us.
We do not allow customers to return the products prior to delivery. They will be unable to return the goods back to the driver/courier upon arrival, as this may lead to a lengthy returns process, and there is no guarantee that the returned goods will reach us. If the buyer changes their mind regarding the product, please wait until the order has been received and use the returns process as described above.