This page explains how to cancel an order, return an item or report a fault. It is provided by Retail Pro Limited, trading as iBreathe UK. Nothing on this page affects your statutory rights as a consumer.

Changing your mind: your 14-day right to cancel

If you buy from us online, you can cancel your order for any reason within 14 days of the day you receive your goods. If your order arrives in more than one delivery, the 14 days start from the day you receive the last item.

• Tell us you want to cancel within those 14 days, using the form below or by emailing support@ibreathe.co.uk with your order number.
• Send the items back to us within 14 days of telling us.
• Items should be unused and returned in their original packaging where possible.
• You pay the cost of returning items when you change your mind.

Items we cannot accept back once opened

For health and hygiene reasons, the following items can only be returned under the 14-day right to cancel if their seal or packaging has not been opened:

• E-liquids and nicotine salts
• Pods and coils

This does not affect your rights if an item is faulty.

Faulty, damaged or incorrect items

If an item is faulty, arrives damaged, or is not what you ordered, please contact us as soon as possible. Your rights under the Consumer Rights Act 2015 include:

• Within 30 days of delivery, you can reject a faulty item and receive a full refund.
• Within 6 months of delivery, you are entitled to a repair or replacement. If that is not possible, or does not fix the problem, you are entitled to a refund.
• After 6 months, you may still be entitled to a repair, replacement or partial refund, but you may be asked to show the fault was present when the item was delivered.

We cover the cost of returning faulty, damaged or incorrect items. Please do not send anything back until we have replied, as we may be able to resolve the problem without a return. Photos of the fault or damage help us deal with your request quickly, and you can send them by replying to our email.

Coils and pods: these are consumable parts that wear out through normal use, and their lifespan depends on how they are used. A coil or pod that has reached the end of its normal life is not faulty. A coil or pod that does not work when first used is faulty and is covered.

Sending items back safely

• Pack items securely so they are not damaged in transit, and include your order number.
• Devices with built-in batteries should be switched off, with any e-liquid removed.
• Postal services have rules on sending batteries and e-liquids. Please check your chosen carrier’s rules before posting.
• We recommend a tracked service and keeping your proof of postage.

Return address:
iBreathe UK Returns
Unit 2, Ayaan Business Park
Waddington Street
Greater Manchester
OL9 6QH
United Kingdom

Refunds

• We refund you within 14 days of receiving the items back, or of you providing proof that you have sent them, whichever is sooner.
• If you cancel your whole order, your refund includes the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the cost of standard delivery only.
• Refunds are made to the payment card or method you used to pay.
• If an item returned under the right to cancel has been handled more than necessary to check it, we may reduce your refund to reflect any loss in value.

Cancellation form

You can use the contact form below to cancel, or send us any clear statement by email or post. If you prefer, you can copy and send the wording below. Using it is optional.

To: Retail Pro Limited T/A iBreathe UK, Unit 2, Ayaan Business Park, Waddington Street, Greater Manchester, OL9 6QH, United Kingdom. Email: support@ibreathe.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Order number:
Ordered on:
Received on:
Name:
Address:
Signature (only if sent on paper):
Date:

Contact us about a return

Please include your order number so we can find your order quickly.