At LostMary6000.com, we want you to be completely satisfied with your purchase. However, due to the nature of vaping products and strict health and hygiene regulations in the United Kingdom, our return policy is highly specific. Please read the guidelines below before initiating a return or refund request.
1. Hygiene and Safety Policy (Non-Returnable Items)
In compliance with UK health and safety regulations, we cannot accept returns, exchanges, or refunds on any opened, unsealed, or used items. This includes:
- Disposable vape devices where the outer packaging or inner foil seal has been broken.
- E-liquids, refill pods, or replacement cartridges with broken security seals.
We can only accept returns on items that are 100% brand new, unopened, unused, and in their original factory-sealed packaging within 14 days of delivery. The buyer is responsible for the return shipping costs for change-of-mind returns.
2. Faulty or Dead on Arrival (DOA) Products
Vape devices are electronic components, and on rare occasions, manufacturing defects can occur. If your device arrives faulty or is “Dead on Arrival” (DOA), we will gladly offer a replacement or refund under the following conditions:
- You must report the fault to our support team at support@lostmary6000.com within 14 days of receiving your order.
- You must provide a brief description of the issue, along with photographic evidence or a short video showing the fault.
- Once approved, we will provide instructions on how to send the item back to us for testing. If the item is verified as a factory defect, we will refund your return shipping costs and issue a replacement or full refund.
Please note: This policy does not cover damage caused by accidental dropping, misuse, water damage, or using incompatible charging cables.
3. Order Cancellations
- Before Dispatch: If you wish to cancel your order, please contact us immediately. If your order has not yet been processed or packed, we will cancel it and issue a full refund.
- Failed Age Verification: If your order fails our automated or manual age verification checks, or if you fail to provide valid 18+ photo ID upon request, your order will be automatically cancelled and refunded.
- After Dispatch: If the order has already been handed over to the courier network, it cannot be cancelled. You will need to wait for delivery and return it unopened under our standard 14-day return guidelines.
4. How to Contact Us for a Return
Do not ship items back to us without contacting us first. To start a return or claim for a faulty item, please email support@lostmary6000.com with your Order Number and full details of your request. Our team operates Monday to Saturday (9 AM – 6 PM UK Time) and will respond within 24-48 hours.
