Returns / Refund Policy

Need to return a product? It's easy and it's free*!

Returns will only be accepted for faulty items. When you recieve your order please check it immediately and contact us if there are faults within 72 hours of reciept. We will exchange faulty items on a like for like basis only, except where the items faulty are no longer available whereby a credit note will be issued to you.

Returns will not be accepted unless contact has been made and a returns authorisation code given by Still Smoking. Please include your returns number with the parcel upon return.

Please raise any claims within 7 days, any items over 7 days old will not be accepted for a refund.

We always advise returns are made using a secure trackable delivery service for your peace of mind. Credits and replacements will not be issues unless the above terms are met and will only be issued once the returned merchandise is back with Still Smoking.

For returns, please use the following mailing address:

71 Birch Road,
Headley Down,
Hampshire,
GU35 8BN
United Kingdom

How to return a product

Please click here to fill in our returns form - the page will give you our freepost returns address.

Please enclose a note giving the reason for the return, wrap the package securely.

You do not need to return your item by recorded post. Please obtain a certificate of posting.

We don't like it, but here's the small print

The European Consumer Protection (Distance Selling) Regulations 2000 say that you have the right to cancel an order without giving a reason within 7 days.

Your money will be returned within 30 days of cancellation - normally within seven days of us receiving your returned product.

We can arrange to collect an item from you. The cost of collecting the item will be deducting from any refund that is due.

This returns policy does not affect your statutory rights.

* A restocking fee of £5 per will applied if goods are found to not be faulty.