Refund policy

Return & Refund Policy

1. Returns Period

We offer a 30-day returns request period.

You must contact us within 30 days of receiving your order to request a return. Requests made after this period will not be accepted.

2. Eligibility for Returns

Due to the nature of electronic cigarette and tobacco-related products, returns are strictly limited.

To be eligible for a return, all of the following conditions must be met:

  • The item is unused, unactivated and unopened

  • All original packaging, seals, protective films and labels remain intact

  • The item is in brand-new, resalable condition

  • A valid order number and proof of purchase are provided

⚠️ Any item that has been opened, used, tested or tampered with is not eligible for return or refund.

3. Non-Returnable Items

For hygiene, safety and regulatory reasons, we do not accept returns or refunds for:

  • Opened or used electronic cigarettes, pods, cartridges or disposable vapes

  • Tobacco products, including but not limited to tobacco sticks, loose tobacco or cigars

  • Personalised or custom-engraved products

  • Sale, clearance or promotional items

  • Gift cards

If you are unsure whether an item is eligible for return, please contact us before placing your order.

4. How to Request a Return

To request a return, please email hello@yingguoyan.com and include:

  • Your order number

  • The product name(s)

  • The reason for the return

  • Clear photographs showing the item is unused and unopened

All return requests are subject to approval.

⚠️ Items returned without prior authorisation will be refused and no refund will be issued.

If your return is approved, we will provide:

  • Return instructions

  • The return address (issued after approval)

5. Return Postage

  • Non-faulty items: Return postage costs are the responsibility of the customer

  • Faulty or incorrect items: Reasonable return postage costs will be covered by us once verified

For international returns, customers must use a tracked postal service. We are not responsible for items lost in transit.

6. Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery.

If your item is damaged, faulty or incorrect, you must contact us within 48 hours of receipt, providing clear photographic or video evidence.

Claims submitted after this time may not be accepted.

7. Exchanges

We do not offer direct exchanges.

If you wish to receive a different item, please:

  1. Submit an approved return (where eligible), and

  2. Place a new order separately

This ensures the fastest and most accurate fulfilment.

8. European Union 14-Day Cooling-Off Period

If your order is delivered to an EU member state, you have the legal right to cancel your order within 14 days of delivery, without providing a reason.

Please note:

  • Items must remain unused, unopened and in original sealed packaging

  • Once a vape or tobacco-related product is opened, the cooling-off right is forfeited

  • Return postage costs are the responsibility of the customer unless the item is faulty or incorrect

9. Refunds

Once we have received and inspected your returned item, we will notify you of the outcome.

If approved:

  • Refunds will be issued to the original payment method

  • Processing usually takes 7–10 working days

  • Banks or payment providers may require additional time to complete the transaction

If more than 15 working days have passed since approval, please contact us at:

📧 hello@yingguoyan.com

10. Final & Regulatory Notice

Electronic cigarette and tobacco-related products are subject to strict UK and international regulations.

We reserve the right to:

  • Refuse returns that do not comply with this policy

  • Reject refund requests where misuse, tampering or regulatory restrictions apply

  • Amend this policy at any time to remain compliant with applicable laws