At Pureleaf, we aim to deliver high-quality, zero-nicotine vaping products that meet your expectations. This policy outlines our returns and refund process, in line with your rights under the Consumer Rights Act 2018 and Consumer Contracts Regulations 2013. Please read it carefully.

  1. Eligibility for Refunds

You can request a refund if:

  • The item is unused, unopened, and in its original packaging.
  • The request is made within 14 days of delivery.
  • You provide proof of purchase, such as your order confirmation or receipt.

     

This aligns with your 14-day cooling-off period for distance sales.

  1. Non-Refundable Items

Some items cannot be refunded, including:

  • Opened or used products (due to hygiene and safety regulations).
  • Discounted or clearance items (sold as final sale).
  • Gift cards or promotional items.

     

If a product arrives damaged or defective, see section 4 below—this does not affect your statutory rights.

  1. Refund Process

To request a refund:

  • Contact us by email at info@pureleafco.com with your order details and reason.
  • If approved, we’ll send return instructions—do not send items without approval.
  • Return the item in its original condition to the address. You cover return shipping unless we say otherwise.
  • Once received and inspected, we’ll process your refund to your original payment method within 7-10 business days.

     

  1. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, notify us within 48 hours of delivery with photos of the issue. We’ll arrange a replacement or full refund, covering return shipping where appropriate. This upholds your rights to goods that are as described, fit for purpose, and of satisfactory quality.

  1. Late or Missing Refunds

If your refund is delayed:

  • Check your bank or card statement first.
  • Contact your payment provider, as times vary.
  • If still unresolved, email us at info@pureleafco.com for help.

     

  1. Order Cancellations

Cancel your order before shipping by contacting us—we’ll refund promptly. If shipped, follow the returns process above.

  1. Contact Us

For refund queries:

  • Email: info@pureleafco.com
  • Phone: +44 740 410 5579
  • Address: Birkdale Gardens, Bolton BL3 5ES

     

We value your trust and are here to help.