Terms & Conditions

You should read these terms and conditions carefully before buying from us, and we recommend you keep a copy for your own reference.

This website is owned and operated by: Retail Pro Ltd trading as Retail Pros. Company Reg Number: 15029673

Retail Pros make it incredibly simple for customers to place an order without any added stress via our website.

Placing an order with us is straightforward. You can select the products you wish to purchase on our website and pay via PayPal or input your card details by following the simple steps on screen after selecting the initial product you want and clicking ‘Add to Basket’. You will also see the correct area to enter any discount codes you may have. If you wish to order more than one product, simply click ‘Continue Shopping’ and add any more products you want to the cart.

We recommend registering and creating an account on the website so you can easily track your order history and receive possible promotions from us if you sign up to our prestigious discount club.

By placing an order, you are offering to buy goods from us. We will let you know that we have received your order, but this does not mean that your order has been accepted. There is no contract between us until we have accepted your order subject to availability.

When we have accepted your order, which we will confirm via email, we recommend keeping your confirmation in a safe place in case of any queries you may have. We strongly recommend entering a valid email address so we can successfully provide you with confirmation and an order number for your own peace of mind.

If we cannot supply you with the goods you have ordered, we reserve the right to supply you with substitute goods of similar quality and function. If we supply you with substitute goods, you do not have to keep them and can return them at our cost if they are not acceptable.

Delivery Once we receive your order and it’s accepted, we will dispatch your order within 48 hours (this does not include weekends). Any orders placed on a Friday may be dispatched the following Monday. We dispatch all orders via Royal Mail First Class recorded delivery. Any orders over £100.00 will be shipped via Royal Mail’s Track and Trace delivery service (none of which are guaranteed next day delivery). Delivery via First Class postage and Track and Trace can take up to 48 hours. All orders over £15 qualify for free delivery; otherwise, a £2.99 delivery charge will apply. Please note that all delivery charges are subject to weight as determined by the shipping company. Next day delivery only applies to orders placed before 2 pm Monday to Friday. Orders placed outside these hours or on weekends will not qualify for next day delivery, and no refund will be given. We do not ship on weekends or UK public holidays. Orders placed on a Friday will be shipped the next working day. Please note that estimated delivery times may be extended during busy holiday periods.

Retail Pros takes no responsibility for dispatched items that do not arrive due to failings of the shipping company. Once Retail Pros successfully dispatches an item, it is then the responsibility of the respective shipping company. Our courier does not allow any claims procedure to begin until 28 days after the date of shipping. If your order has not arrived after 14 working days, Retail Pros will re-send the missing products to you at no extra cost. Please note that this replacement service is offered by Retail Pros at its discretion as a gesture of goodwill. If you experience any shipping problems, please contact Royal Mail to check on the progress of your parcel. For more information, please do not hesitate to get in touch with our support team at retailprosuk@gmail.com.

Please inspect your delivery and report any goods found to be damaged or faulty as soon as you can. Please allow 28 days for delivery (from the date of placing your order) before reporting your order as undelivered. Most items are available for delivery within 28 days of your order. If we are unable to supply you with your goods within this time, we will contact you to let you know and give you a revised delivery date. You will be given the option to cancel or amend your order if this is the case. If we fail to supply you or supply you with goods that you find to be damaged, faulty or misdescribed after a reasonable examination, we will replace the item free of charge or refund your money. In these circumstances, we reserve the right to ask you for independent confirmation of any claimed faults.

YOUR RIGHTS (WHERE GOODS ARE NOT OF SATISFACTORY QUALITY, FIT FOR THEIR PURPOSE OR MISDESCRIBED)

Repair or Replacement Unless they have faults reported to us as a result of your initial examination of the goods, we will repair any goods that are faulty, unsatisfactory, or unfit for their purpose, or offer you a like-for-like replacement. If we supplied you with the goods more than six months ago, we reserve the right to ask you to prove that the goods were faulty when we supplied them to you.

If we offer you a repair, and a repair is not possible or not possible within a reasonable period of time, we will offer you a refund equivalent to the replacement cost of the item, taking into consideration its age and any fault-free use you have had from it.

If we offer you a replacement and a like-for-like replacement is not available or not available within a reasonable period of time, we will offer you a refund equivalent to the replacement cost of the item, taking into consideration its age and the fault-free use you have had from it. Any additional costs associated with the repair or replacement of faulty goods will be borne by us. This will include the cost of return delivery of the item to us or to a mutually acceptable third-party repairer.

Replacements and refunds will be on a like-for-like basis. This means you may not receive a new item as a replacement or a full refund if you have had the goods for a while or if you have had a reasonable period of fault-free use from them.

We reserve the right to ask for independent third-party confirmation of any faults. If this is necessary, we will initially bear the costs but may ask you to reimburse us if the goods are found to be satisfactory. We shall inform you that we intend to seek confirmation of the claimed faults before we do so and who we will be approaching to do this. You may suggest an alternative independent third party. Goods with faults due to normal wear and tear or damage caused by misuse will not be repaired or replaced free of charge.

Refunds Full refunds will be given as a result of claims under Section 3.4. All other refunds will be based on the replacement cost of the goods. This means you may not receive all the money you paid. Money will be refunded to the same account debited during purchase. All refunds and partial refunds will be completed within 30 days.

YOUR RIGHTS (UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS)

You have an unconditional right to cancel your order within seven working days from the day of delivery.

PLEASE NOTE: You must take reasonable care of the goods during the cancellation period.

To cancel your order under the DSR:

1. Send an email or write to us telling us you wish to cancel the order. Include enough information for us to identify you and your order; this includes your most recent order number and your name and full address.
2. Parcel up the items you are returning securely to minimise any damage that may be caused during delivery. Please include a copy of your notification of cancellation or order confirmation so we can trace your order quickly.
3. Return the items to us via an appropriate carrier.

PLEASE NOTE that returning goods under the cooling-off period allowed by the Distance Selling Regulations is at your cost unless we have supplied alternative goods that you have not found acceptable.

Once you have notified us of your intention to cancel the contract, we will refund you the cost of your order and its delivery as soon as we can. This will always be within 30 days of your cancellation. This policy does not affect your legal rights as outlined in sections 3 and 4.

Our Returns Policy To return a product to us, simply send an email to retailprosuk@gmail.com with the issue, and instructions will follow on how we can rectify any issues. Please include a description of the problem, where you bought the product and proof of purchase with your contact details so we can keep you informed.

Pricing Prices quoted are inclusive of VAT. From time to time, we may have to change the prices of items. This will not affect the status of confirmed orders, and in this case, you will only pay the price contained in your order confirmation. If the prices of an unconfirmed order change, we will let you know and give you the option of cancelling the order.

About These Terms These terms came into force on 26/07/2023 and apply to all orders made after 0000hrs on that day. These terms do not affect your statutory rights relating to faulty or misdescribed goods.

DISCLAIMER / TERMS OF USE: Retail Pro Ltd will not be held responsible for damages caused to persons or property when any Retail Pros electronic smoking devices are intentionally tampered with, i.e., through the use of alternate methods of charging, maintaining, and usage. For further information, please get in touch via retailprosuk@gmail.com for help and support.