Grey Haze Returns Policy
Did you pick the wrong pod kit? Or maybe you’ve selected the wrong sub-ohm device. Don’t fret - you have 28 days from the date of purchase to return your unopened unwanted items.
However, as many of our products are classed as consumable items there are some instances where you might not qualify for a return. Keep reading to find out which scenarios do and don’t comply with the Grey Haze Returns Policy.
The Original Packaging is Missing
🟢You do not need to return the item in its original packaging if the product is faulty - although we would prefer that you do so, as the serial number on the packaging makes the returns process easier on our end!
🔴We do not accept returns on items without their original packaging if the product(s) isn’t faulty.
You Changed Your Mind
🟢If you change your mind about a product you can return it to us within 28 days so long as it’s unopened and in new condition.
🔴If we receive your item back after more than 28 days, or we receive the product and it has been opened or damaged we might not accept your return.
I’ve Received The Wrong Product(s)
🟢If you receive the product(s) are parcel you should let us know immediately and we will contact you regarding a return. The product(s) should still be in their original packaging, unopened, undamaged and unused and returned to us ASAP.
🔴If you open and/or use the product(s) that you received by mistake you might not be eligible for a return.
Further Exceptions
Unfortunately there are some items that cannot be returned due to hygiene and/or health and safety reasons, unless faulty and under warranty. These products include:
- Vape juices
- Mouthpieces (Both 810 & 510 Drip Tips)
- Opened Packs of Pods
- Opened Packs of Coils
- Tanks/Pods/Coils That have been:
- Removed from Sealed Packaging
- Used
- Filled with e-liquid
- Vape Kits that have been filled with e-liquid or used
- Disposable Vapes that have been removed from their sealed packaging
- External 18350, 18650, 20700 and 21700 batteries that show signs of physical damage or wear and tear.
If the products you receive are damaged upon arrival you will need to notify us within 3 days of receiving the goods. You will also need to provide photographic evidence of the damage to both the packaging and the product before we can approve a return.
The Return Process
If you wish to return an item you will need to Contact Us with your return request by either emailing us at info@greyhaze.co.uk or opening a ticket using our Live Chat feature. In this request we will need your original order number, and the reason as to why you would like to return the item, as well as which items specifically you would like to return and your preferred resolution.
We will respond to you as soon as possible with instructions on how to return your items to us, should your request be approved by a member of our Customer Service Team. However, on some occasions we may need further information or photographic evidence before we can approve your return.
If we email you to confirm that your return request has been approved, you will need to ensure that the goods that you’re returning are packaged properly. This means that they’ll need to be in their original packaging, and protected from accidental damage. To protect the products from damage you might need to wrap them in several protective layers of newspaper, bubble wrap or another similarly cushioned material.
Important Information
- If your goods are proven faulty within 28 days of the purchase, then we are more than happy to arrange a return for a refund.
- If the goods are proven faulty after 28 days of purchase, then we are able to offer you a return for like exchange, or an exchange of goods to the same value.
- If your goods are unwanted, rather than faulty, they must be returned to us in an As New and Unused condition within 28 days of purchasing them.
- Grey Haze reserves the right to issue full or partial refunds in the form of Grey Haze account credit. The account credit will match, or be equal to, the monetary value of the products returned, as at the time of their purchase.
All goods must be returned to the original packaging when possible with a copy of the following information included.
— Order number
— Name
— Address
— Reason for return (faulty, change of mind, etc.)
Exchanges
If you would like to exchange an item, the quickest way to do so is to order the item you want and then contact us, either via email or by using the Live Chat feature, for guidance on how to return your unused items to us. By following this process you can ensure that you receive the right goods quickly.
Refunds
We will process your refund once your items have been received by our warehouse team and the condition of the goods has been checked. Refunds are subject to approval pending investigation. Once a refund has been approved and issued it may take 3 - 5 business days to be processed.
If you have not received your refund within this time please don’t hesitate to contact us for further assistance; however, in some instances you may need to contact your bank regarding the matter.
Postage
If your goods are faulty within 28 days of the original purchase, then Grey Haze are able to cover the cost of return.
If the goods are being returned more than 28 days after they were originally purchased, then the postage cost will be covered by the customer.
At Grey Haze we will do our utmost to resolve any issues you are having with your purchase. Please contact us, and we will further discuss your options.
*Note: All electronic cigarette components have a limited life span and will eventually need to be replaced.*
