Shipping & Returns

Defective or Damaged Goods

Reporting Issues: If your order contains damaged or defective goods, or if an item is missing, you must notify us via email at websiteorders@ultimatejuice.co.uk within 48 hours of receipt. Claims reported after this period may not be eligible for returns or refunds.

Do Not Dispose of Goods: It is crucial that you do not dispose of any damaged items. We may require batch numbers, photographic evidence of the damage, or the actual item returned to us for verification.

Return Process: Defective or damaged goods should be sent back to Ultimate Juice Ltd. for inspection. Upon receipt, we will thoroughly test and inspect the items. If the product is confirmed as defective within the first 30 days of purchase, you have the option to receive a refund, a replacement, or, if the product is no longer available, an alternative product or a refund inclusive of your postage fees.

Non-Defective Goods: If the returned goods are found not to be defective or the damage is determined to be due to misuse, accidental damage, or normal wear and tear, you will be responsible for any costs incurred in returning the goods.

Shipping Returns: All returns must be sent via recorded delivery, insured for the full value of the goods, and accompanied by the original order number. Please ensure the goods are well-packaged, as we do not provide special packaging for returns.

Unwanted Goods

Return Conditions: If you wish to return an unwanted product, you must send it back to Ultimate Juice Ltd. at your own expense within 14 days of purchase. The product must be unused, sealed in its original packaging, and include the original order number.

Refunds for Unwanted Goods: We will refund the full cost of the goods, excluding delivery costs, after we have received and inspected the goods to confirm they meet our return criteria.

Hygiene and Safety: Please note that due to hygiene and safety reasons, electronic cigarettes that have been used, and e-liquids that have been unsealed, are not eligible for return unless they are defective.

Shipping Advice: We recommend that you use recorded delivery for sending any returns to ensure that the goods do not get lost or damaged in transit. Ultimate Juice Ltd. is not responsible for any items that are lost or damaged during return shipping.

Atomiser Returns

DOA Policy: Atomisers, also known as replacement coils or heads, are considered consumables and have a limited lifespan. We only accept returns of atomisers if they are dead on arrival (DOA). You must report these issues within 48 hours of receipt.

Inspection and Replacement: Upon receiving the returned atomiser, we will inspect it for signs of use. If we determine that the atomiser was DOA, we will replace the atomiser and refund any reasonable postage costs incurred by you.