EU Right of Withdrawal Request
EU Consumer Right of Withdrawal
If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your goods, subject to the exceptions listed below.
To exercise your right of withdrawal, you must notify us of your decision to cancel within the 14-day withdrawal period. You may do so by contacting our customer service team or by using our online withdrawal request form where available.
If you exercise your right of withdrawal, you must return the goods to us without undue delay and no later than 14 days after notifying us of your decision to withdraw. Unless otherwise agreed, you are responsible for the direct cost of returning the goods.
Once we receive the returned goods, we will process any refund due within the time period required by applicable law. Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.
Exceptions to the Right of Withdrawal
In accordance with applicable consumer protection laws, the right of withdrawal may not apply to certain products, including:
- Goods supplied in sealed packaging that are not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery.
- Products that have been opened, used, or consumed after delivery and cannot be resold for health, safety, or hygiene reasons.
- Goods made to the consumer's specifications or clearly personalised.
- Any other products exempt from the right of withdrawal under applicable law.
For vaping products, this may include opened e-liquids, opened prefilled pods, cartridges, mouthpieces, or other sealed consumable products where the original tamper-evident seal has been removed after delivery.
Nothing in this policy affects your statutory rights relating to faulty, damaged, incorrectly supplied, or non-conforming goods.
Online Withdrawal Requests for EU Customers
Customers located within the European Union may submit a withdrawal request electronically using our online withdrawal request process.
To submit a request by downloading and completing our returns form (link below), please provide:
- Your full name
- Your order number or reference
- Country
- The products you wish to withdraw from
- Confirmation of your withdrawal request
Once the returns form is submitted to team@buyv2cigs.co.uk, you will receive an acknowledgement e-mail confirming receipt of your request.
Submitting a withdrawal request does not automatically guarantee eligibility for a refund. Eligibility will be assessed in accordance with applicable consumer protection laws and the product-specific exceptions described above.