Delivery & Returns
Once we receive your order and it's accepted we will dispatch your order within 48 hours (this does not include weekends). Any orders placed on a Friday may be dispatched the following Monday. We dispatch all orders via Hermes.
For orders under £25, our standard postage charge is £2.00. Orders totalling above £25 are free of charge.
Orders for Next Day Delivery must be placed before 2.00pm so that they can be ready to be collected by our courier service and with you the next working day.
Any orders over £100.00 will be shipped via Hermes Track and Trace delivery service (none of which are guaranteed next day delivery). Hermes does not allow any claims procedure to begin before 7 days have passed since the date of shipping.
International Orders are available to a limited number of countries and is charged at £8.50. These orders are sent via Royal Mail - you should expect to receive your order in 10 working days.
Please inspect your delivery and report any goods found to be damaged or faulty as soon as you can.
Please allow 7 days for delivery (from the day your order was dispatched) before reporting your order as undelivered. If we are unable to supply you with your goods, we will contact you to let you know and give you a revised delivery date. You will be given the option to cancel or amend your order if this is the case.
If we fail to supply you, or supply you with goods that you find to be damaged, faulty or misdescribed after a reasonable examination, we will replace the item free of charge or refund your money. In these circumstances, we reserve the right to ask you for independent confirmation of any claimed faults.
Non-faulty items may be returned within 14 days of delivery provided the packaging remains unopened and are in the same condition as they were sold. E-liquids are excluded from this policy and are only returnable if faulty.
- Our team will be happy to discuss the issue with you and try and rectify the fault you are experiencing. Most faults can be fixed over the phone so the Team will ask you a few questions before they initiate the Return.
- If deemed faulty, our Customer Services Team who will prompt you to fill out an online form which can be found here. They will provide you with a Returns number which must be entered on the Return Form. The team will also send you a Freepost envelope for the faulty item.
- Parcel up the items you are returning and include a copy of the Returns Form. We cannot replace or refund any items without the Returns Form and Returns number.
- Once we have received a returned item, please allow up to 5 working days for it to be processed and replacements dispatched. If you selected to receive a refund, we will refund you the cost of the product and delivery within 30 days
Below is a list of our product categories and the applicable warranty for the relevant associated items.
Batteries and Chargers
The warranty covers any manufacturer defects as well as repairs or replacements if the product is deemed to be faulty or beyond repair.
If the product has been damaged in any way by the customer, we reserve the right to refuse a refund or return.
E-cigarette batteries are consumable items and are expected to degrade and fail over a period of time depending on usage.
These items come with a 30-day warranty and have a life expectancy of 3-6 months.
In the unlikely event that you receive a product that is non-operational from the start, it is considered Dead On Arrival (DOA) and will be replaced (at our own cost) provided you notify us within 3 days of receipt, provided we have sufficient stock of the item and that you have adhered to our returns policy.
The 30-day warranty will only apply if the battery or charger has been properly maintained and used in accordance with the instructions provided and only used in conjunction with the recommended accessories supplied by NEXTGEN360 LTD.
Your warranty is invalidated if you use our products in conjunction with other products or accessories not supplied by us due to the potential for damage caused by unknown incompatibilities.
We reserve the right to withhold a refund or return until the faulty item has been returned to us and is confirmed to have arrived on-site.
Tanks/Clearomisers and Coils/Atomisers
Tanks and coils are non-returnable and non-refundable for any reason with the exception of those covered by our DOA terms.
Longevity, performance, and taste are not covered under warranty.
Clearomisers and atomiser heads (coils) are sold as single use items and are warranted under the DOA terms ONLY if they fail to function on first use, OR if they do not show a resistance measurement when checked with a multimeter.
The customer must contact us regarding such faults within 24 hours after receiving the item in order for the warranty to be applicable.
Contacting us after this allotted period will mean that we cannot offer a refund or return. Please note that this also applies to multipacks.
In the event of an item being returned in-line with DOA conditions, we reserve the right to withhold a refund or return until the faulty item has been returned to us and is confirmed to have arrived on-site.
Our warranty does not extend to these items due to the nature of the products.
For health and safety reasons, as well as hygiene, we cannot offer warranty on e-liquids.
This is unless we have determined that the item received is either incorrect OR if there are any other extenuating circumstances – these will be treated on a case-by-case basis.