Terms & Conditions

Last updated: 22/06/2026

These Terms and Conditions apply to purchases made through the website operated by The Electric Tobacconist Ltd.

The Electric Tobacconist Ltd is a company registered in England and Wales. Our registered office is Mark House, Mark Road, Hemel Hempstead, Hertfordshire HP2 7UE. Our company number is 8505605 and our VAT number is 172550809.

Please read these Terms and Conditions carefully before using our website or placing an order. By accessing, browsing, using our website or placing an order, you agree to be bound by these Terms and Conditions, together with our Privacy Policy, Cookie Policy, Returns Policy, Age Verification Policy and Delivery Information.

We may update these Terms and Conditions from time to time. The version that applies to your order will be the version displayed on our website at the time you place your order.

1. Contact details

If you need to contact us, please use the contact details provided on our website.

Our company details are:

2. Age restriction

You must be aged 18 or over to buy anything from our website.

By placing an order, you confirm that:

  • you are at least 18 years old;
  • you are purchasing for yourself;
  • you are not purchasing on behalf of anyone under 18;
  • the information you provide is accurate and complete; and
  • you consent to us carrying out age verification checks.

You will be age verified at the point of purchase or before dispatch.

Read more about our Age Verification process.

3. Age Verification Policy

We are required to take steps to ensure that age-restricted products are not sold to anyone under the age of 18.

To verify your age, we may use the personal information you provide to us, including your name, billing address, delivery address and date of birth where requested.

We may check this information against third-party data sources, which may include:

  • credit reference agencies;
  • the electoral roll;
  • public databases;
  • identity verification providers; and
  • other lawful age verification services.

These checks are used only to confirm that you are aged 18 or over, to prevent fraud and to comply with our legal obligations.

We may refuse, cancel, refund or delay an order if:

  • we cannot verify your age;
  • the information you provide is incomplete or inaccurate;
  • the name on the billing address and delivery address does not match;
  • we suspect proxy purchasing;
  • we suspect the products are being purchased for someone under 18; or
  • we are otherwise required to do so by law.

We are not responsible for delays caused by failed, delayed or incomplete age verification checks.

For more information about how we use your personal data, please see our Privacy Policy.

4. Proxy purchasing

Proxy purchasing is not permitted. This means you must not buy products from us on behalf of another person.

If we reasonably suspect proxy purchasing, we may cancel and refund your order without prior notice. We may also close, restrict or suspend your account.

5. Consumer purchases only

We sell to individual end users only. We do not sell to businesses, wholesalers, resellers or anyone purchasing for commercial resale.

We may cancel orders and close, restrict or suspend accounts without notice if we reasonably suspect that products are being purchased:

  • in wholesale quantities;
  • for resale;
  • for business purposes; or
  • in a way that is inconsistent with normal personal use.

6. Product safety and nicotine warning

Where stated, our electronic cigarette, vaping and related products contain nicotine. Nicotine is highly addictive.

Our products are not medical devices. We do not claim that our products will help you stop smoking, treat nicotine dependence or treat any medical condition.

We strongly advise that you do not use nicotine products if you are:

  • under 18;
  • a non-smoker;
  • pregnant;
  • breastfeeding; or
  • in ill or poor health.

If you are unsure whether a product is suitable for you, you should seek medical advice before using it.

7. Product use

Products purchased from our website must be used only in accordance with the manufacturer’s instructions, warnings and guidance.

You are responsible for:

  • inspecting products before use;
  • using products safely and responsibly;
  • storing products safely;
  • charging devices only as instructed;
  • keeping products away from children and pets; and
  • maintaining products properly.

Nothing in these Terms and Conditions affects your statutory rights.

8. Product information, imagery and availability

We take reasonable care to ensure that product information, descriptions, images and prices are accurate.

However, product images are for illustrative purposes only. Small differences may exist between website images and the physical item, including differences in colour, packaging, shape, branding, design or bottle/cartridge appearance.

Manufacturers may change product packaging, presentation or minor product details without notice.

All products are subject to availability.

9. Usage estimates, puff counts and comparisons

Any “approximate cigarette equivalent”, “puff count” or similar usage estimate is provided by the manufacturer and is calculated on an average basis.

Actual usage will vary depending on factors such as frequency of use, inhalation length, device settings, storage conditions and user behaviour.

We do not guarantee the accuracy of these estimates and will not provide refunds solely because a product does not meet a stated puff count, cigarette comparison or similar estimate.

10. Orders

When you place an order, you are making an offer to buy the products in your basket.

After you place an order, you may receive an order acknowledgement. This does not mean your order has been accepted.

Your order is accepted, and a contract is formed between you and us, when we dispatch the goods or otherwise confirm acceptance.

We may refuse, cancel or refund an order before acceptance for any lawful reason, including where:

  • the product is unavailable;
  • the product has been mispriced;
  • payment is not authorised;
  • we cannot verify your age;
  • delivery details are incomplete or incorrect;
  • we suspect fraud, abuse, resale or proxy purchasing;
  • we suspect misuse of a discount or promotion; or
  • we are unable to deliver to the address provided.

11. Out of stock items and substitutions

On rare occasions, a product may be sold when it is not in stock.

If this happens, we may:

  • refund the unavailable product;
  • contact you to agree an alternative; or
  • provide a suitable substitute.

If a substitute item is provided and you do not want it, you may return it for a refund at no cost to you, even if it has been used.

This includes e-liquids, cartomizers, clearomizers and other consumable items which are usually excluded from return once opened.

12. Mispriced products

If a product is listed at an incorrect price, we may cancel any order containing the affected product before dispatch.

If we cancel your order because of a pricing error, we will refund any amount paid for the affected product.

13. Prices, VAT and payment

All prices displayed on our website are in pounds sterling and include VAT at 20%, where applicable.

Customers located in the Channel Islands are exempt from VAT where applicable, and this will be reflected during checkout.

Payment must be made using one of the payment methods available at checkout.

If payment is not authorised, your order will not be processed.

Although customers may have the option to store payment card details, this will only happen if you choose that option. Stored payment details are not stored directly by us. They are encrypted and stored by our payment processor, Opayo.

We do not have direct access to your full payment card details.

14. Discount codes and promotions

Discount codes must be applied at checkout before an order is placed.

We cannot apply discount codes retrospectively after an order has been placed. If applicable, the code may be used on a future eligible order, subject to the relevant offer terms.

Discounts and offers are subject to fair use. Some offers may be used multiple times, but limits may be enforced to prevent abuse, misuse or exploitation.

We may cancel orders that we reasonably believe have been placed by customers abusing or exploiting discounts, promotions or offers.

We may change, suspend or withdraw any discount, promotion or offer at any time without notice, unless it would affect an order we have already accepted.

Delivery Information

15. Delivery areas

We deliver to the UK, Isle of Man and Channel Islands.

Orders dispatched outside the UK, Isle of Man or Channel Islands are subject to the importation regulations, customs rules and laws of the destination country.

We do not actively sell into territories other than the UK, Isle of Man or Channel Islands. If you place an order destined for an out-of-service area via mail forwarding services or other means, we are not liable if goods fail to clear customs, are delayed, seized, rejected, lost or returned by customs authorities.

16. Dispatch times

Same-day dispatch (not delivery) is offered on orders placed before the courier cut-off times. For weekday orders (Monday to Friday), the cut-off is 19:00 for Royal Mail and 18:00 for DPD. For weekend orders, the cut-off is 11:00 for Royal Mail and 13:30 for DPD. Any orders placed after these times will be dispatched the following day.

We may change our dispatch cut-off times during busy periods, bank holidays, operational disruption or other exceptional circumstances.

17. Delivery timeframes and delays

Delivery times and timescales are estimates unless expressly stated otherwise.

We cannot be held responsible for delays within Royal Mail or DPD networks, provided we have dispatched your order within the relevant timeframe.

Compensation may be offered as a gesture of goodwill where a significant delay occurs with a paid-for DPD-delivered order. This excludes orders where DPD delivery was provided free of charge.

Any compensation is offered at our discretion, will not exceed the original postage charge paid, and will be provided as E-Wallet credit only.

We cannot accept liability if an order is delayed because you fail an age verification check or because additional age verification checks are required.

Nothing in this section affects your statutory rights if goods are not delivered within the period required by law.

18. Incorrect or incomplete delivery details

You are responsible for entering complete and accurate delivery address details when placing your order.

If you provide an incorrect or incomplete address and the goods are delivered to the wrong address, we are under no obligation to issue a refund or send replacement goods.

If goods are returned to us because they were sent to an incorrect or incomplete address, we may offer a refund less the postal costs incurred. We are not obliged to resend the goods at our expense.

If you notice that you have provided incorrect or incomplete delivery details, please contact us as soon as possible. We cannot guarantee that changes can be made once an order has been placed.

19. Mail forwarding services

We cannot be held responsible for non-delivery, delay, loss or damage where a mail forwarding, parcel forwarding or reshipping service is used.

Delivery to the forwarding address will be treated as delivery to you.

20. Order consolidation

We may consolidate orders placed within the same dispatch period into one parcel or envelope.

If we do this, we are not obliged to refund any postage charges incurred, unless required by law.

21. Risk and ownership

Risk in the goods passes to you when the goods are delivered to the delivery address provided by you.

Ownership of the goods passes to you once we have received full payment and the goods have been dispatched.

Returns Policy and Procedure

22. Your right to cancel

If you are a UK consumer buying online, you usually have a legal right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.

We offer an extended cancellation period of 28 calendar days from receipt, subject to the conditions below.

23. Returning unwanted goods

If you change your mind, you may return eligible goods within 28 calendar days of receipt for a refund, provided that:

  • the goods are unused;
  • the packaging remains unopened and sealed;
  • the goods are in a resalable condition; and
  • the goods are not excluded from return for hygiene, health protection or product safety reasons.

24. Products excluded from change-of-mind returns

For hygiene, health protection and product safety reasons, we do not accept change-of-mind returns for certain items once opened or unsealed, including:

  • e-liquids;
  • disposable vapes;
  • clearomizers;
  • cartomizers;
  • mouthpieces;
  • coils;
  • other consumable or hygiene-sensitive items; and
  • any sealed goods which are not suitable for return once opened.

This does not affect your rights if goods are faulty, damaged, incorrect or misdescribed.

25. How to return goods

To return goods, please follow our Returns Policy and Procedure on our website or contact our customer service team.

When returning goods, you should:

  • include your order number;
  • securely package the goods;
  • use an appropriate postal or courier service; and
  • obtain proof of postage.

If you send back an item and we do not receive it, we may be unable to provide further assistance unless you have proof of postage.

Unless goods are faulty, damaged, incorrect or otherwise not as described, you are responsible for the cost of returning unwanted goods.

26. Refunds

Where you validly cancel an order or return eligible unwanted goods, we will refund the price paid for the returned goods and, where required by law, the standard delivery charge.

We may not refund additional delivery costs if you selected a delivery method more expensive than our standard delivery option.

Refunds will be made using the original payment method unless otherwise agreed.

We may withhold a refund until we have received the returned goods or you have provided evidence that you have sent them back.

27. Faulty, damaged or incorrect goods

If you receive faulty, damaged or incorrect goods, please contact us as soon as possible and refer to our Returns Policy and Procedure.

Goods must be as described, fit for purpose and of satisfactory quality.

Depending on the circumstances and timing, you may be entitled to a repair, replacement, refund or price reduction under the Consumer Rights Act 2015.

Nothing in these Terms and Conditions affects your statutory rights.

28. Missing or incomplete deliveries

If your order arrives with incorrect items, missing items or appears to be incomplete, you must inform us as soon as possible.

We ask that you notify us within 5 days of the order arriving so that we can investigate promptly.

This does not affect your statutory rights.

Privacy Policy Summary

29. Use of personal information

Your personal information will be used in accordance with our Privacy Policy.

We may use your personal information to:

  • process and fulfil your order;
  • take payment;
  • provide customer support;
  • verify your age;
  • prevent fraud and misuse;
  • manage your account;
  • comply with legal obligations;
  • improve our website and services; and
  • send marketing communications where you have consented or where otherwise permitted by law.

We may share your information with service providers where necessary, including payment processors, delivery partners, age verification providers, fraud prevention providers and IT service providers.

We do not sell your personal information.

For full details, please see our Privacy Policy.

Cookie Policy Summary

30. Cookies

Our website uses cookies and similar technologies.

Cookies may be used to:

  • make the website work properly;
  • remember items in your basket;
  • keep you logged in;
  • improve website performance;
  • understand how visitors use the website;
  • personalise content; and
  • support advertising and marketing, where permitted.

Some cookies are essential for the website to function. Non-essential cookies will only be used where required consent has been obtained.

For more information, including how to manage your cookie preferences, please see our Cookie Policy.

31. Marketing communications

If you have opted in to newsletters, we may send you marketing communications about our products, offers and services.

You can opt out of marketing communications at any time by using the unsubscribe link in our emails or by contacting us.

Opting out of marketing does not affect service messages relating to your orders or account.

32. Website use

You must not misuse our website.

You must not:

  • use the website for unlawful purposes;
  • attempt to gain unauthorised access to the website, server or databases;
  • introduce viruses, malware or harmful code;
  • interfere with the security or operation of the website;
  • scrape, copy or harvest data without permission;
  • impersonate another person; or
  • provide false or misleading information.

We may suspend or restrict access to the website or your account if we reasonably believe there has been misuse, fraud, attempted fraud, unlawful activity or breach of these Terms and Conditions.

33. Our liability

Nothing in these Terms and Conditions excludes or limits our liability for:

  • death or personal injury caused by our negligence;
  • fraud or fraudulent misrepresentation;
  • breach of your statutory rights;
  • defective products under the Consumer Protection Act 1987; or
  • any other liability that cannot be excluded or limited by law.

We are not responsible for:

  • losses that were not foreseeable;
  • business losses, including loss of profit, revenue, business, opportunity or goodwill;
  • loss caused by misuse of products;
  • loss caused by failure to follow manufacturer instructions;
  • delays caused by courier or postal networks;
  • customs issues outside our control;
  • age verification delays; or
  • loss caused by incorrect or incomplete information provided by you.

We supply products for domestic and private use only.

34. Events outside our control

We are not responsible for failure or delay in performing our obligations where this is caused by events outside our reasonable control.

This may include:

  • postal or courier disruption;
  • strikes or industrial action;
  • extreme weather;
  • fire, flood or other natural events;
  • pandemic, epidemic or public health restrictions;
  • supply chain disruption;
  • customs delays;
  • cyber incidents;
  • telecommunications or IT failures;
  • changes in law or regulation; or
  • action by regulators or public authorities.

If such an event affects your order, we will take reasonable steps to minimise the impact.

35. Complaints

If you have a complaint, please contact us using the contact details on our website.

We will aim to respond within a reasonable time and will try to resolve the issue fairly.

You may also be entitled to contact Citizens Advice or your local Trading Standards office for guidance about your consumer rights.

36. Statutory rights

Nothing in these Terms and Conditions affects your statutory rights.

As a consumer, you have legal rights in relation to goods that are faulty, damaged, misdescribed, not fit for purpose or not of satisfactory quality.

These rights include rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 and other applicable UK consumer protection laws.

37. Changes to these Terms and Conditions

We may amend these Terms and Conditions from time to time.

The Terms and Conditions that apply to your order will be those in force at the time you place your order.

If we make significant changes, we may notify customers by updating our website or, where appropriate, by email.

38. Severance

If any part of these Terms and Conditions is found to be unlawful, invalid or unenforceable, the remaining parts will continue in full force and effect.

39. Transfer of rights

We may transfer our rights and obligations under these Terms and Conditions to another organisation, provided this does not reduce your rights.

You may only transfer your rights or obligations under these Terms and Conditions to another person if we agree in writing.

40. Third-party rights

These Terms and Conditions are between you and us.

No other person has rights to enforce them under the Contracts (Rights of Third Parties) Act 1999.

41. Governing law and jurisdiction

These Terms and Conditions are governed by the laws of England and Wales.

If you live in England or Wales, you can bring legal proceedings in the courts of England and Wales.

If you live in Scotland, you can bring legal proceedings in either the Scottish courts or the courts of England and Wales.

If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish courts or the courts of England and Wales.

42. Linked policies

These Terms and Conditions should be read alongside the following policies:

If there is any conflict between these Terms and Conditions and a policy page, these Terms and Conditions will apply unless the policy gives you greater consumer rights or is required by law.