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Delivery and Returns


 

Delivery

UK delivery

UK orders are sent via Royal Mail. Delivery dates will be set out in your dispatch confirmation, the usual delivery time is 2-3 working days. Although we use all reasonable means to ensure your order is delivered within the specified time frames, during busy periods and promotional period deliveries may take longer. Free delivery will be applicable to all orders over £30.

 

International delivery

International orders are sent via Royal Mail’s international service. Delivery dates will be set out in your dispatch confirmation, the delivery time for international orders is usually up to 10 working days, however delivery times may take up to 1 month according to local customs policies. Although we use all reasonable means to ensure your order is delivered within the specified time frames, during busy or promotional periods deliveries may take longer.

There may be restrictions on some products for certain international countries, if we are unable to deliver part of your order we will inform you and offer an exchange or a refund. International orders may be subject to import duties and taxes which will be applied once the order reaches its destination country. The customer will be responsible for payment of import duties and taxes if you have any queries we would advise contacting your local customs office. International deliveries may also be subject to being opened and inspected by customs authorities.

 

Delivery Rates

  • UK - £2.99
  • UK Orders over £30 - FREE
  • International - £6.99

 

Returns policy

If you receive damaged or defective goods, or there is a missing item from your order you must inform the Liquid Ice team within 48 hours via phone or email. Please do not dispose of any goods as we will require batch codes, photos and evidence of any damage, we may also require the item to be sent back to us.

Goods must be returned to Liquid Ice, upon receiving the goods, they will be inspected and tested, if a good is found to be faulty a refund or exchange will be issued. If the product is no longer in stock the customer will be offered a refund or an exchange of a product of their own choosing. If goods are judged to be not defective, caused by wear and tear or mis-used they will be returned, and the customer will be liable for the cost of returning the goods to us.

Further questions may be asked by the Liquid Ice team either before or during the returns process, and recommendations may be made on the use of a product to help resolve the issue.

For goods being returned a member of the customer service team must be contacted beforehand and the items must be returned via tracked service.

Refunds will be made to the account that placed the order and money will be refunded using the same method of payment.

 

Return policy of unwanted goods

Unwanted goods must be returned to Liquid Ice at your expense within 14 days of receiving the item, the original order number must be included. Upon receiving the goods, the cost of the goods will be refunded minus the delivery costs. All returned goods must be unused and sealed in their original packaging. Electronic cigarettes and mods cannot be returned once used for hygiene purposes unless the item is faulty. Liquid Ice requests that any goods are returned via recorded delivery as we will not accept responsibility for lost or damaged goods.

 

Hardware returns

Please note that all hardware comes with a 28 days warranty unless stated otherwise, this does not include atomiser heads, wire or cotton. Liquid Ice is not responsible for any damage through improper use or coil builds, it is up to the user to ensure they have the required knowledge of coil resistance. The warranty does not apply to any defects in products resulting from,

 

  • Wear and tear
  • Abnormal storage or working conditions accidents, negligence or wilful damage
  • Failure by the customers to operate the products in accordance with user instructions
  • Failure by the customer to carry out normal maintenance of the product including regular cleaning of components and connectors
  • Any alteration or repair made by you or any third party who is not one of our authorised repairers

 

All electronic cigarette, atomisers and batteries are made to the highest standards they however may fail or degrade over a period of time. An atomiser’s expected lifespan is around 7-14 days depending on usage. An electronic cigarettes battery's expected lifespan is 2-3 months.

All replacement atomiser heads are sold for use as disposable items and are covered under our dead-on arrival warranty, a customer has 48 hours to report if the item has any faults.

 

Atomiser returns

Atomisers due to being a working part of your electronic cigarette have a limited lifespan. We only accept dead on arrival atomiser returns and you must inform us within 48 hours of receiving the item. Once the item has been returned it will be inspected by the Liquid Ice team, if after inspection the atomiser is found to be defective the item will be replaced.

Please note that some tanks are made from polycarbonate which may not be suitable for some e –liquid flavours such as aniseed or citrus flavours, as they may cause the tanks to graze or crack. Please check that your tank is made from a suitable material, if you have any queries regarding this please contact the Liquid Ice customer service team.

We recommend that a drop of e-liquid on the top of a brand-new atomiser.

 

Liquid Ice
Rainsford Road NW10 7FW London
+ 44 208 960 6974 contact@liquid-ice.co.uk