Terms & Conditions

1.What these terms cover

These terms and conditions govern the supply of e-cigarettes and related products to you.

2.Why you should read them

Please read these terms carefully before placing your order. They explain who we are, how we will provide products, how the contract may be changed or ended, what to do if there is a problem, and other important details. If you believe there is a mistake in these terms, please contact us to discuss.

3.Who we are

We are Alectrofag, trading as Alectrofag.co.uk, a company registered in England.

4.How we may contact you

If we need to contact you, we will use the contact details you provided in your order to do so by telephone, email, or post.

The following clauses set out how a contract is formed between you and Alectrofag when you place an order.

6.Product images and variations

The product images on our website are for illustration purposes only. While we make every effort to display colours accurately, we cannot guarantee that your device's screen will perfectly reflect the actual product colour. Slight variations may occur.

7.Packaging differences

The product's packaging may differ from what is shown on our website. Returns cannot be made solely due to differences in packaging.

Requesting a change to your order

If you want to modify your order, please contact us. We'll let you know if the change is possible and inform you of any adjustments to the price, delivery time, or other relevant details. If the change isn't possible or the new terms aren't acceptable, you may choose to end the contract (see Your right to end the contract).

8.Minor changes to products

We may make minor changes to our products for the following reasons:

• (a) To comply with legal and regulatory updates, such as changes in packaging or product design required by law.
• (b) To improve safety or functionality, including minor technical adjustments that do not impact how you use the product.

9.Delivery costs

Delivery costs are displayed on our website at checkout. For a full breakdown of services, see our Delivery Information page.

10.Delivery timeframes

We will inform you of the estimated delivery date during checkout. We will deliver your order as soon as reasonably possible and no later than 30 days after the acceptance of your order.

11.Delays beyond our control

If an unforeseen event delays your order, we will notify you and take steps to minimise the delay. We are not liable for delays caused by such events, but if the delay is substantial, you may cancel your order for a refund.

12.If you're not home for delivery

If no one can receive your order, which cannot be posted through your letterbox, you will receive instructions on rearranging delivery or collecting it from a local depot. The carrier will attempt delivery two more times before returning the order to us.

13.Failure to re-arrange delivery

If you do not collect your order or rearrange delivery within 14 days, the product will be returned to us. We will contact you for further instructions and may charge storage and redelivery fees. If we cannot reach you, we may cancel the contract.

14.Responsibility for goods

Once delivered to your address, the product is your responsibility.

15.Ownership of goods

You own the product once it has been dispatched.

16.Ending your contract

You may end your contract with us at any time, but your rights depend on the circumstances:

• (a) If the product is faulty or misdescribed, you may be entitled to a refund, repair, or replacement.
• (b) If we have done something wrong or informed you of a change you do not accept, you may end the contract.
• (c) If you change your mind, you may be eligible for a refund within the cooling-off period, subject to deductions.

17.Ending the contract due to our actions

You may cancel the contract immediately and receive a full refund if:

• (a) We have made an error in pricing or product description, and you do not wish to proceed.
• (b) Supply of the product is significantly delayed due to circumstances beyond our control.
• (c) You have a legal right to cancel due to our failure to meet contractual obligations.

18.Changing your mind (Consumer Contracts Regulations 2013)

UK customers have a legal right to cancel online purchases within 14 days and receive a refund, subject to the terms outlined here.

19.Goodwill guarantee

Our goodwill policy extends beyond legal requirements. All customers can return goods within 30 days of delivery. This does not affect your rights regarding faulty or misdescribed products.

20.Exceptions to cancellation rights

You cannot return products that are sealed for health or hygiene reasons — including vape kits, e-liquids, pods, mouthpieces, and any pre-filled or refillable items — once the seal has been broken or the product has been used after delivery.

21.Cancellation timeframe

You have 30 days from the day you (or your nominee) receive the goods to change your mind. If your order arrives in multiple deliveries, the 30-day period begins from the final delivery date.

22.Ending the contract

To end the contract, send us an email at [email protected], providing your name, order number, and delivery/billing address.

23.Returning products

If you cancel the contract after receiving the products, you must return them to us at Unit 11–15, Industrial Estate, Fylde Road, Preston, PR1 2TY. Include the return slip or a note with your name, order number, and reason for return. If exercising your right to change your mind, you must return the products within 14 days of notifying us at your own cost. We cover return postage only where the product is faulty, damaged, incorrect, or not as described. Refunds will only be issued once we receive the returned products. See our returns page for details.

24.Refunds

Refunds, including delivery costs where applicable, will be processed via your original payment method. However, deductions may apply. See our return and refund page for further details.

25.Deductions for handling

If you return a product after handling it beyond what is acceptable in a shop, we may reduce your refund to reflect the loss in value. If a refund is issued before inspection and we later find unacceptable handling, you must reimburse us accordingly.

26.Refund timeline

Refunds will be processed as soon as possible and within 14 days of receiving the returned product or proof of return.

We reserve the right to terminate this contract if you don't follow our terms. Specifically, we may terminate the contract for a product at any time by providing written notice if you do not, within a reasonable period, permit us to deliver the products to you or arrange for their collection.

27.Reporting issues

If you have questions or complaints about a product, contact us via live chat on our website or email at [email protected].

28.Legal rights

We are legally required to supply products that conform to this contract. Your statutory rights remain unaffected.

29.Returning rejected products

If you exercise your legal right to reject a product, you must return it by post. We will cover the cost of return shipping.

If we cannot resolve your complaint

We aim to resolve every complaint quickly and fairly. If you remain unhappy with our response, you may seek free, impartial advice from the Citizens Advice consumer service on 0808 223 1133 or online at citizensadvice.org.uk/consumer. This does not affect your statutory right to bring a claim in the courts of England and Wales.

30.Pricing and VAT

The product's price, including VAT, is as indicated on the order page at the time of purchase. We take reasonable care to ensure pricing accuracy. If VAT rates change between your order date and the date of supply, we will adjust the VAT accordingly unless you have already paid in full.

31.Pricing errors

Despite our best efforts, some products may be incorrectly priced. If the correct price is lower than stated, we will charge the lower amount. If the correct price is higher, we will contact you for instructions before accepting your order. If we process an order with an obvious pricing error that you could reasonably have recognised as a mistake, we may cancel the contract, refund your payment, and request the return of any goods provided.

32.Payment terms

Payment is required in full before dispatch. If you believe an invoice is incorrect, contact us promptly. No interest will be charged while the issue is under review.

33.Liability for foreseeable loss or damage

We are liable for loss or damage that arises as a foreseeable consequence of our failure to comply with this contract or to exercise reasonable care and skill. Loss or damage is foreseeable if either obvious or contemplated by both parties at the time of contracting, such as if discussed during the sales process.

34.Limitations of liability

We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by our negligence (or that of our employees, agents, or subcontractors), fraud or fraudulent misrepresentation, and breaches of your statutory rights.

35.Exclusion of business losses

Our products are supplied for private, non-commercial use. We are not liable for any business-related losses, including, but not limited to, lost profits, business interruption, or loss of business opportunity.

36.Assignment and third-party rights

We may transfer our rights and obligations under this agreement to another entity. If such a transfer occurs, we will notify you in writing and ensure your contractual rights remain unaffected. You, however, may not transfer your rights or obligations under this agreement without our prior written consent. This contract is solely between you and us; no third party has any right to enforce its terms.

37.Enforceability and waiver

If any provision of this agreement is deemed unlawful or unenforceable by a court or relevant authority, the remainder shall remain in full force and effect. Our failure or delay in enforcing any provision shall not be construed as a waiver of our right to enforce it later.

38.Governing law and jurisdiction

This agreement is governed by English law. If you reside in England or Wales, legal proceedings may be brought in the courts of England and Wales. If you reside in Scotland or Northern Ireland, proceedings may be brought in either the courts of your jurisdiction or in the courts of England.