Returns & Refunds

You should inspect the packaging for the Products and the Products themselves immediately upon receipt and should notify us within 7 days of delivery if the packaging or the Products have been damaged or the Products do not comply with the terms of the Contract.

You may return new, unopened items within 7 days of delivery for a full refund. You must return the product/s in the same condition in which you received it/them with the plastic film and any protective seals still in place. Electronic cigarette tips are sold in packs and cannot be returned or refunded individually.

Where a claim of defect or damage is made, the Products must be returned by you to us. To do this, you will need first to contact us at support@rokuniversal.co.uk to receive a returns number, which must be quoted on all correspondence. The Products concerned must be returned by the Buyer at the Buyer’s expense and should be returned by recorded delivery and adequately insured during the return journey. Until the Products and the packaging are returned to us, you must take reasonable care of them. We comply with the regulations of the Distance Selling Regulations in all cases, therefore if the goods are returned due to a fault found not to be the Buyers, the cost of returning the goods to us shall also be refunded.

When you return a Product to us:

• Because you have cancelled the Contract between us within the seven-day cooling-off period (see clause 7.1), we will process the refund due to you as soon as possible and in any case within 30 days of the day you have given notice of your cancellation. In this event, we will refund the price of the Product in full, including the cost of sending the item to you.  However, you will be responsible for the cost of returning the item to us.
• For any other reason (for instance, because have notified us in accordance with clause 22 that you do not agree to any change in these Terms & Conditions or in any of our policies, or because you claim that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.  We will process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.  
• We will usually refund any money received from you using the same method originally used by you to pay for your purchase.