Return Policy

NEWRIDE LIMITED (www.ismokeking.co.uk)

Cancellation Rights, Returns and Refunds

Cancellation Rights, Returns and Refunds were last updated on January 30, 2017.

1. Cancellation Rights

1.1. If you place an order on www.ismokeking.co.uk and decide you want to cancel the order or change the address; you must notify our Customer Team Support representative by sending email: support@ismokeking.co.uk immediately and we will endeavour to retrieve the order before it is dispatched.

1.2. We always aim to dispatch our orders as quickly as we can, in order to give our customers the most efficient service possible. As a result of this, we cannot always guarantee that we will be able to cancel or amend orders, even if you notify us the same day the order was placed.

1.3. In the event that it is not possible to alter or cancel the order before it has been processed, our Customer Team Support will attempt to make arrangements to recover the order, or have it returned once you receive it.

2. Returns

2.1. Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing by sending email to support@ismokeking.co.uk within 14 working days from the day after you receive your goods.

2.2. As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.

2.3. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.

2.4. Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.

2.5. No right of cancellation exists for goods that contains liquid, personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective. Please note that any items that have been used cannot be returned for hygiene reasons.

2.6. If part of your kit is not working then please contact us for a replacement under warranty.

2.7. You shall inspect the products immediately upon receipt and shall notify us within 7 working days of delivery via email, if the products are damaged or items are missing. If you fail to do so you shall be deemed to have accepted the products.

2.8. We offer a 30 day refund guarantee from the date of purchase on most of the products. All returns must be received within 30 days after payment has been made in the original packaging with all accessories and documentation with the original packing. Due to strict health standards, we cannot refund or replace any open cartridge packs or disposable products. Also we cannot refund or replace any product that contains liquid even if they are in original packaging and are not opened. Shipping fees are non-refundable, and you will need to pay for return shipping.

2.9. Products must be received by our Returns Department within the 30 day period after payment has been made to be eligible for a refund. Address for Returns Department will be sent to your email address and also it can be found on RMA (Returned Merchandise Authorisation) Form.

2.10. Please observe the following procedure for all returns to us:

2.10.1. Write an email to support@ismokeking.co.uk describing why you would like to return product and one of our Customer Team Support representatives will gladly assist you.

2.10.2. An RMA Number will be issued and you will type that number in RMA Form that you will receive form us via email together with RMA Number. Please attach RMA Form to the products you return to us. If you are returning your product because it is defective, please state the defect or defects.

2.10.3. All exchanges and replacements require a complete Returned Merchandise Authorisation form (RMA) unless stated. Returns must be received within fourteen calendar days of the submission of your RMA form. Failure to return items within this period will void your right to exchanges and returns in any future instances.

2.10.4. Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.

2.10.5. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

3. Refunds

3.1. Please allow 1-2 weeks for processing refunds to reflect once we receive the products.

3.2. You are responsible for paying any postage or shipping costs incurred when returning the product.

3.3. Products should be sent via recorded delivery. If you return the products following cancellation, we shall be entitled to deduct the cost of the products from you.

3.4. We will not issue refunds for any items lost or stolen in transit to us.

3.5. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

3.6. If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you.

3.7. Unused products may be returned promptly by customers to our address listed at the end of these Cancellation Rights, Returns and Refunds.

3.8. Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.

3.9. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.

Our contact details are as follows:

Email: support@ismokeking.co.uk

Telephone

From within the UK: 01706 531742

International: +44 (0) 1706 531741