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Refunds and Returns Policy

This policy applies to orders made for delivery to United Kingdom addresses (England, Scotland, Wales and Northern Ireland).

How do I change an order?

Unfortunately, it is usually not possible to make changes to an order once you have placed it. If you would like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address or remove items from your order, please contact our Customer Service team by email:mail@nicocig.co.uk or calling us on 0121 382 2285 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

See below for details on how you may be able to cancel your order.

How do I cancel an order?

Pursuant to the Consumer Contracts Regulations 2013, you have the following cancellation rights when you place an order with us online or by telephone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the products.
  • Your right to return products does not apply to our e-cigarette, e-liquid and Cartomiser products which have been opened after delivery. This is necessary for hygiene reasons.
  • Your right to return products also does not apply to products made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned.
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the products and take reasonable care of them. Do not use the products if you have decided to cancel the order.
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
  • You can cancel by email: info@nicocig.co.uk or calling us on 0121 382 2285 between 9 am and 5 pm Monday to Friday (excluding bank holidays), or by writing to: Customer Services, Unit 19, Wainwright Street, Birmingham, B6 5TJ.
  • If you decide to cancel, you should return the products to us at your cost within 14 days of such cancellation. You should keep proof of postage. Once we receive the products, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
  • We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of you failing to take reasonable care of them. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

Please note we cannot accept returns of e-cigarette, e-liquids and Cartomisers which have been opened after delivery. This is necessary for hygiene reasons.

My order arrived and it contains the wrongs items or is incomplete, what should I do?

Sometimes we may deliver your items in multiple batches. We usually deliver all products ordered within 5 working days, but in some cases it could take up to 30 days. However, if you feel your order is incomplete, incorrect, damaged, or if we have sent too many products, please email us at mail@nicocig.co.uk or call us on 0121 382 2285 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

How do I return an item?

  • You can return an item up to 14 days after the day you receive the products.
  • Please first get in touch with us to see how we can best sort things out. You can email us at mail@nicocig.co.uk or call us on 0121 382 2285 between 9 am and 5 pm Monday to Friday (excluding bank holidays). We’ll take your details to organise the return and appropriate refund.
  • Packaging your products up securely. Please use original packaging if possible. Remove or cover up your address on the original parcel. Remember to give us your name and contact details, and details of your order if you can. You could enclose a print-out of the order confirmation
  • .
  • Post your return to Customer Returns, Unit 19 Wainwright Street, Birmingham, B6 5TJ. Keep proof of postage from the Post Office.
  • We will reimburse to you (by the method used to pay for the original transaction) the amount of the products returned. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.
  • We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you.
  • Please note we cannot accept returns of e-cigarette, e-liquids and Cartomisers which have been opened after delivery. This is necessary for hygiene reasons.

How do I claim under your guarantee?

We are pleased to offer a six-month guarantee on all Nicocig products purchased directly through the www.nicocig.co.uk website or through the Nicocig call centre. Restrictions apply.

What does the guarantee cover?

Our guarantees provide cover against faults and breakage during normal use. This means that if your product develops a fault during the guarantee period, we'll arrange for it to be repaired or replaced free of charge.

How does the guarantee work?

During the guarantee period, if your product stops working properly, and this is not because of one of the reasons listed below in “What’s not included”, check any user guides contained in the product packaging.

If you still can’t resolve the issue, please contact us by calling 0121 382 2285 between 9 am and 5 pm Monday to Friday (excluding bank holidays). You’ll need to provide us with details of your product and the date of purchase.

We’ll ask you to return the product to us, and to provide your contact details including your address. Once we’ve received the product, if we can’t repair it, we’ll replace it with a product of equivalent specification. If no equivalent product is available we‘ll discuss an alternative with you, and we’ll always do our best to make sure that you’re satisfied with the outcome.

What’s not included?

There are some specific exclusions from our guarantees, as follows:

  • Accidental damage, for example if your product has been dropped.
  • Consumables such as e-liquids & Cartomisers.
  • If the product has been used commercially or for business purposes.
  • Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected.
  • Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item.
  • Servicing, inspecting or cleaning of the product; and failure to follow our instructions for use.
  • Deliberate damage or neglect of the product.

Please note that our guarantee only applies to Nicocig products purchased directly through the www.nicocig.co.uk website or through the Nicocig call centre. Nicocig products not purchased directly through the www.nicocig.co.uk website or through the Nicocig call centre must be returned to the retailer where the purchase was made.

Please note that our guarantees only applies to products bought and used in the United Kingdom.

This does not affect your statutory rights.