We do everything we can to ensure that you are more than satisfied with any items that you purchase from tmbnotes.co.uk. However, we do understand that for a variety of reasons, you might wish to return your goods. This returns policy explains your statutory rights, our warranties, and how to return goods to us.
Your Statutory Rights
If you are a consumer in the UK or the European Union who has purchased goods online, you have the right to a cooling-off period of 14 days. During this period, you can decide that you wish to return goods that you have purchased for any reason, including that you have simply changed your mind. You must notify the retailer within 14 days of receiving your goods that you wish to return your purchase and you must then return the goods within a further 14 days.
Should you decide to return goods to us, we will refund you the original cost of your purchase together with the cost of our standard delivery service. You will not receive a refund for the additional cost of an enhanced delivery service chosen by you. You will be liable for the cost of returning items to us.
Please note that certain goods are exempted from the aforementioned statutory rights. You are not entitled to return the following goods for a refund:
- Any item which is not in its original packaging, including the sleeve, unless the item is incorrect or faulty.
- Any item which has been used and is not in a saleable condition, unless it is faulty.
- Any item which you have handled more than you would have when browsing in a shop.
- Any item which has been sealed for health or hygiene reasons and the seal has been broken (unless the items are faulty). Such items include but are not limited to, eliquids, concentrates, nicotine shots, vape kits, and coils. We check all seals before dispatch.
- Certain sale items, unless they are incorrect or faulty. Please contact us before purchasing sale items if you are in doubt regarding your right to return them.
You have the right to notify us within 14 days of receipt that you wish to return an item for any reason. If you believe that any item you have purchased is faulty, please contact us as soon as possible. Very occasionally, goods may develop a fault or not behave as you expected. We may be able to resolve the issue for you. If not, you will be entitled to a refund if you advise with 14 days of receipt that you wish to return the goods. If the problem arises after this time, you may still be entitled to a refund, repair or replacement. Please see the warranties outlined below. These do not affect your statutory rights.
Incorrect and Misdescribed Goods
We always endeavor to ensure that we accurately describe all goods listed at tmbnotes.co.uk. We also make every effort to dispatch the correct items when fulfilling orders. However, if you believe that we have described any item incorrectly or that you have received the wrong item, please advise us immediately.
We will refund you the cost of returning incorrect goods and will send you the correct items as soon as possible.
We will refund you the cost of returning misdescribed goods, in addition to refunding you the cost of your purchase and that of standard delivery.
How to Return Goods and Claim a Refund
If you would like to return an item, please email firstname.lastname@example.org. If you feel that your item is faulty, damaged or incorrect, please attach a photograph of the item to your email. This will help us understand the issue and, where necessary, to discuss the issue with the manufacturer.
Goods should then be returned to:TMB Notes Ltd.
1213A STRATFORD ROAD
Once we have received your returned goods, we will contact you to advise you as to whether a refund will be issued. If you are entitled to a refund, this will be credited to you via your original method of payment within 14 days of us receiving the goods. If you do not receive your refund after being advised that one has been issued, please contact your bank or card provider. Refunds can take a number of days to appear on your statement.