This page explains what to do if something is wrong with your order, and what we will do about it. Nothing here affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Before you contact us, please keep everything. The product, the packaging it came in, and the outer parcel. We often need photographs of all three, and carriers will not accept a claim without them. Once packaging is thrown away, some claims can no longer be made.
Your rights at a glance
| Faulty on arrival | Full refund or replacement within 30 days |
| Develops a fault later | Repair or replacement, and your rights continue beyond 30 days |
| Changed your mind | 14 days to tell us, 14 days to return it, sealed and unused |
| Opened e-liquid, pods or pouches | Cannot be returned on hygiene grounds unless faulty |
Damaged, faulty or missing items
Tell us as soon as you can, and ideally within 48 hours of delivery. Reporting quickly matters because carrier claims have their own deadlines, and a late report can mean a claim is refused. It does not remove your rights against us.
Please send us:
- Your order number
- Photographs of the product
- Photographs of the inner and outer packaging
- A photograph of everything you received, if an item is missing
- The batch number or product code where the packaging shows one
- A short video, where the problem is easier to show than photograph
Do not dispose of anything until we have confirmed what happens next. We may ask you to send the item back so we can inspect it.
Leaking products
If a product has leaked inside the parcel, report it with photographs of the leak, the product and the packaging, inside and out.
If a product starts leaking in normal use within 30 days, tell us when it started and how you have been using and storing it. That is not us doubting you. Pods and tanks leak for several different reasons, and knowing which one it is decides whether a replacement will actually fix the problem.
Burnt taste
Tell us the product and flavour, when the taste started, and the batch number if the packaging shows one.
Being straight with you: a burnt taste is often a priming problem rather than a faulty coil. A new coil or pod needs the wick to soak before the first use, usually a few minutes, and taking long hard draws at high power before it has can scorch it permanently. If we inspect a product and the wick has been dry burned, we will tell you honestly and explain how to avoid it next time. Where it is a genuine fault, we replace it.
Parcel damaged or opened in transit
If the parcel arrives opened, damaged, or repacked by the carrier, photograph it before you unpack it if you can. Keep any bag, label or notice the carrier used to repack it, because that is what a claim is built on.
Lost parcels
If a parcel appears lost, we raise a claim with the carrier. Carriers take time to investigate, often several weeks, and we cannot speed that up.
We will not leave you waiting without news while that happens. Where it is clear a parcel is gone, we would rather resolve it with you than wait for the carrier to finish, and we will tell you what we are doing either way.
Tracking says delivered but nothing arrived
This one needs a few steps from you, because the carrier will only release the information to the person at the address:
- Check with neighbours, around the property, and any reception or post room
- Contact the carrier and report it as not received
- Ask them for the complaint reference number
- Ask them for the GPS coordinates recorded at delivery, which often show exactly which door it went to
- Send us the reference number and what they told you
With that reference we can raise a claim. Without it the carrier will usually refuse to look at it.
Changed your mind
You have 14 days from receiving your order to tell us you want to cancel, and a further 14 days to send it back. You do not have to give a reason.
Items must come back unused, unopened and sealed, in their original packaging and in a condition we could sell again. You are responsible for the cost of returning them, and for taking reasonable care of them until they reach us.
We refund the price of the goods and the basic outbound delivery charge you paid. If you chose a more expensive delivery option than our standard one, we refund the standard cost rather than the upgrade. Refunds are made within 14 days of us receiving the items back, or of you proving you have sent them.
What we cannot take back
For health and hygiene reasons we cannot accept returns of e-liquids, prefilled pods, nicotine pouches, coils or mouthpieces once the seal has been broken. These are oral use products and the law allows sealed goods to be excluded from the right to cancel once unsealed.
This does not apply if the item is faulty. A faulty product is covered whether it has been opened or not.
Manufacturer warranties
Some devices carry a manufacturer warranty, often 90 days or longer, printed in the box. That is separate from your rights against us and runs directly with the manufacturer.
Tell us anyway. We would rather point you to the right place, or help you make the claim, than have you find out later that cover existed.
Batteries and devices
Devices containing lithium batteries are classed as dangerous goods and cannot be sent by every service. Contact us before returning one so we can tell you which method to use. Sending a battery by the wrong service can mean it is destroyed in transit and the claim fails.
How to return something
Email info@technologya.co.uk with your order number and what has gone wrong, along with any photographs. We will confirm the return address and the method to use.
Please do not send anything back before speaking to us. Unannounced returns are easy to lose and slow to match to an order.
Where we ask you to return an item, use a tracked service and keep the proof of postage. Refunds go to the original payment method within 14 days of the item reaching us.
If you are unhappy with the outcome
Email info@technologya.co.uk and say so plainly. We would rather hear it and put it right. If we cannot agree, your statutory rights are unaffected and you are free to take the matter further.