Refunds & Returns Policy

ThatBuddyBrummie

Last updated: 07/06/2026

We want you to be happy with your order. This policy explains your rights to cancel, return or get a refund, and how to go about it. Nothing in this policy affects your statutory rights under UK consumer law.

You must be 18 or over to buy from us. All orders are age-verified before dispatch.

1. Your right to change your mind (cancellation)

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders for any reason within 14 days of receiving your goods.

  • You have 14 days from the day you receive your order to tell us you want to cancel.
  • After telling us, you then have a further 14 days to return the goods to us.
  • To cancel, contact us at help@thatbuddybrummie.shop with your order number before sending anything back, so we can issue return instructions.

Goods returned under this right must be unused and in their original, unopened condition with all packaging and seals intact. You may handle goods only as you would in a shop to check them; if returned goods show signs of use beyond this, we may reduce your refund to reflect the loss in value.

Items that cannot be returned for change of mind

For health protection and hygiene reasons, the following cannot be returned once the seal is broken or the item has been opened:

  • E-liquids, e-juices and shortfills
  • Pre-filled pods and disposable vapes
  • Nicotine pouches and similar oral products
  • Coils, drip tips, mouthpieces and any item intended to come into contact with the mouth or inhaled vapour

If these items are still sealed and unopened, you may return them within the cancellation period above. This exclusion does not affect your rights if an item is faulty (see Section 2).

2. Faulty, damaged or incorrect items

If an item is faulty, damaged on arrival, or not what you ordered, you are protected under the Consumer Rights Act 2015 and we will put it right at no cost to you.

  • Damaged or incorrect on arrival: please tell us within 48 hours of delivery at help@thatbuddybrummie.shop, with your order number and a photo of the item and packaging. Reporting quickly helps us resolve it fast.
  • 30-day right to reject: if goods are faulty, you may reject them for a full refund within 30 days of receiving them.
  • After 30 days: within the first 6 months, you are entitled to a repair or replacement; if that is not possible or does not resolve the fault, you may be entitled to a refund or price reduction.

We may ask you to return the faulty item and may inspect it before approving a remedy. We do not cover faults caused by misuse, accidental damage, or normal wear (for example, coils are consumable and wear out with use, and damage from incorrect charging or device misuse is not a manufacturing fault).

We pay return postage for faulty, damaged or incorrect items.

3. How to return an item

  1. Contact us first at help@thatbuddybrummie.shop with your order number and the reason for return. Do not send items back without contacting us — unannounced returns may delay your refund.
  2. We will confirm the return address and provide any return label or reference needed.
  3. Pack the item securely, including all original packaging, components and (for vape hardware) any serial-number sleeves.
  4. Obtain proof of postage. For change-of-mind returns we recommend a tracked service, as the item is your responsibility until it reaches us.

Return address: [TBB RETURNS ADDRESS]

4. Return postage costs

  • Change of mind: you are responsible for the cost of returning the goods.
  • Faulty, damaged or incorrect items: we cover the return cost.

5. Refunds

  • Once we receive and inspect your return, we will email you to confirm whether your refund is approved.
  • Approved refunds are made to your original payment method within 14 days of us receiving the goods back (or, for cancellations, within 14 days of receiving proof you have sent them).
  • For change-of-mind cancellations of a full order, we will also refund the standard outbound delivery charge you paid. We do not refund any extra you paid for a premium or express delivery upgrade.
  • If only part of an order is returned, delivery charges are not refunded.

6. Items we cannot accept

We are unable to accept returns of:

  • Opened or unsealed e-liquids, pods, disposables, pouches, coils or mouthpieces (unless faulty)
  • Used or partially used consumable items, where the issue is not a manufacturing fault
  • Items returned without prior contact, or outside the timeframes above
  • Items showing damage caused by misuse, accidental damage or failure to follow product instructions
  • Any item that has been contaminated, or used with any illegal substance

This does not affect your legal rights in respect of faulty goods.

7. Clearance and discounted items

Heavily discounted or clearance items remain covered by your statutory rights if faulty, but please note that battery and electronic components can degrade over time; we will assess any fault claim on these items individually.

8. Your statutory rights & contact

This policy sits alongside, and does not limit, your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For free, impartial advice you can contact Citizens Advice consumer service.

For any return, refund or cancellation query, contact us:

ThatBuddyBrummie Email: [RETURNS/CONTACT EMAIL] [BUSINESS ADDRESS] [COMPANY NUMBER / TRADING DETAILS]

This document is a template and should be reviewed against your final business details and, given the regulated nature of the products, ideally checked by a qualified adviser before publication.