Returns & Refunds Policy

Kingston Trading (UK) Ltd t/a Kingston E-Liquids
Last updated: November 2025

1. Introduction

At Kingston E-Liquids, we aim to ensure every customer is completely satisfied with their purchase.
If you experience an issue with your order, please review our Returns & Refunds Policy below.
This policy applies to all purchases made directly through www.kingstoneliquids.co.uk.

2. Eligibility for Returns

You have the right to return items under the following conditions:

  • The product is faulty, damaged, or incorrect; or
  • The product is unopened and unused and returned within 14 days of receipt.

Please note that for hygiene and safety reasons, we cannot accept returns of:

  • Opened e-liquids, vape kits, coils, pods, or disposable vapes;
  • Products where the tamper seal or original packaging has been broken.

3. Faulty or Damaged Items

If your product arrives faulty or damaged:

  1. Notify us within 48 hours of delivery by emailing sales@kingstoneliquids.co.uk.
  2. Include your order number, a description of the issue, and photo evidence where possible.
  3. Once verified, we will provide instructions for return or replacement.

We may offer a replacement, credit, or refund depending on the issue and stock availability.

4. Unwanted Items (Change of Mind)

If you change your mind about your purchase:

  • You may return unused, unopened items within 14 days of receipt.
  • Items must be in their original packaging and in resaleable condition.
  • You are responsible for return shipping costs.

Once the item is received and inspected, we will issue a refund to your original payment method (excluding delivery charges).

5. How to Return an Item

To start a return, please contact us first at sales@kingstoneliquids.co.uk.
Include:

  • Your full name and order number
  • The item(s) you wish to return
  • The reason for return

We will provide a Return Authorisation and further instructions.
Please do not send items back without contacting us first, as they may not be processed.

6. Refund Processing Time

  • Refunds are issued to your original payment method within 5–10 working days after we receive and inspect your return.
  • You will receive a confirmation email once your refund has been processed.
  • Delivery charges are non-refundable unless the item was faulty or sent in error.

7. Exchanges

We are happy to replace items if they are defective or damaged.
If you would like to exchange for the same product, please email sales@kingstoneliquids.co.uk with your order details.

8. Missing or Incorrect Items

If an item is missing from your order or the wrong item was sent:

  • Please contact us within 48 hours of delivery.
  • We will quickly arrange a replacement or dispatch the missing item at no extra cost.

9. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or your right to cancel under the Consumer Contracts Regulations 2013.
If you are unsure of your rights, you can visit www.gov.uk/consumer-protection-rights for guidance.

10. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact our support team:

📧 info@kingstoneliquids.co.uk
📞 01482 326555 (Option 3)
🏢 Kingston Trading (UK) Ltd