Refund policy
Here at Ichor Liquid we believe in transparent and fair trading, which is why we provide a straightforward returns policy, to ensure that you can be satisfied with each and every order from us.
The items available for sale on our site are described as accurately as possible, however, please note that images are for illustration purposes only and products may occasionally vary in appearance.
Our Return Process
- Before returning an item to us, you must contact us on support@ichorliquid.co,ukand inform us of the issue.
- We will then send you a "Return Form". You must fill in the return form in as much detail as possible and send it back to us along with the item(s).
- Once the returned item(s) has been received, our team will review this and contact you with a resolution within 5 working days.
Please Note: Any product that is received without a return form may result in a delay with processing your return.
Warranty
We provide a 90-day warranty for all electronical goods from the date of purchase. Our product warranty provides cover for mechanical and electrical breakdown, but will be limited to 90 days and will not cover cosmetic damage, general wear or accidental/liquid damage.
Your warranty does not cover faults caused by accident or misuse.
If there is any visible outer damage or signs of misuse, then your warranty will be voided for these products.
If your product has exceeded our 90-day warranty, we would advise you or your customer to contact the manufacturer directly, as the majority of electrical products come with a 1-year manufacturer warranty.
Warranty Exceptions
E-Liquids, Drip Tips and Disposables
Due to the nature of these products, we cannot offer a warranty on these items. Our Ichor e-liquids are personalised and made to order specifically for the individual. We cannot extend a warranty on all other E-liquids either due to health, safety and hygiene reasons. This extends to disposable e-cigarettes too. We will however take certain circumstances case by case.
Changed Your Mind?
All orders excluding our personalised Ichor E-Liquids can be returned to us within 14 days of purchase.
If you change your mind and wish to return the goods you purchased, you can return them within 14 days from the date of purchase. In this instance, the returned products should be sealed in their original packaging and unopened. If you are returning an item over the value of £50, we recommend that you use a trackable shipping service or purchase shipping insurance. We cannot provide a guarantee that we will receive your returned item.
We cannot accept any Ichor branded E-liquid under any circumstance or e-liquids once their seals have been opened.
Missing Items
Should you notice missing items from your order, we would highly recommend checking the full order once again and to inspect all corners of the box and packaging material used. Missing items are often found within the original package.
We must be notified within 3 days of receipt regarding any order errors or shortages.
Faulty or Damaged Items
In the event that you have received items that have been damaged in transit, please inform us as soon as possible. We will advise you of the next steps, as your goods may be eligible for replacement or refund.
Damaged and faulty items must be returned to us for inspection by our technical team.
If the returned item is not in its original condition, we reserve the right to refuse the return or to provide a partial refund based on our assessment.
Should there be signs of cosmetic or accidental damage, then we may refuse the return and send the item back to you.
The buyer is responsible for any damages incurred during transit due to inappropriate packaging. We would advise taking photographs prior to sending the return.
We do not accept returns for clearance products and our warranty does not apply to these items.
Where appropriate, we will attempt repairs to faulty products which can then be re-sent. If repair is not possible, we will provide a replacement or refund.
It may take up to 7 days to inspect the product and come to a resolution.
Should the product be deemed non-faulty after testing, we reserve the right to re-send the product in its original condition.
We strongly recommend checking products that have been deemed faulty by a third party customer before returning them to us.
Should you have doubts regarding an item that has been returned to you from your customer, you are at liberty to refuse the refund or exchange until the product has been carefully inspected. The customer should be made aware of this process, so that we have ample time to carry out the investigation on your behalf.
Refunding Payments
For instances in which we prove a refund for a faulty, returned or missing item, our first option would be to provide you with a gift voucher than can be redeemed online with your next order.
Alternatively, we can provide a refund back to the original payment account. However, this can take up to 5 working days to deposit.