Our Returns Policy
We pride ourselves on the quality of our products, and our dedication to customer satisfaction. That is why we offer a comprehensive returns policy.
Our returns policy lasts for 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or an exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Opened E-Liquids, Disposable Pens, Drip Tips, Opened Coils, and Atomisers which have been filled with liquid cannot be returned.
Please contact us first regards any product you wish to return with a description of the issue, along with order number which can be found on the invoice sent at time of ordering. We recommend you use a signed for service to ensure the goods are received back safely. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: any product otherwise working but with obvious signs of use or wear and tear. Any item not in its original condition, that is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.
The quickest and easiest way to receive new items before your desired item sells out is to re-purchase them online and return the unused items for a refund. This way you will receive the correct items quickly and your refund will be processed once the items are back with us.
Once your return is received and inspected and assuming everything is in order, we will refund the product value excluding any postage charges originally paid, back to the payment method originally used. Please allow a few days for the funds to be received back into your account.
Late or missing refunds
If you haven’t received a refund within a week of returning your items, please contact us first to check they have been received back. If they have and we've processed your refund, please contact your card issuing bank or company but please bear in mind it may take some time before your refund is officially received back into your account. If you still have not received your refund, please feel free to contact us
Sale or clearance items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
To return your product, address it to: MyShishaPen, 54/55 Grainger Market, Newcastle upon Tyne, NE1 5QQ, United Kingdom. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over £50, you should consider using a traceable shipping service or purchase shipping insurance. Regardless, we recommend you use at least a signed for service. We can’t guarantee that we will receive your returned item.