This Returns & Refunds Policy (“Policy”) explains your options if you want to cancel an order, return a Product, or request a refund from FREEPODS LTD (“FREEPODS”, “we”, “our” or “us”). It applies to both one-off orders and Subscriptions purchased through freepods.co.uk (the “Website”). This Policy is a practical summary and should be read alongside our Terms and Conditions and our Subscription Services terms, which are the governing legal terms of your contract with us. Because our Products are vaping products, please note in particular that, for hygiene and product safety reasons, Products cannot be returned or refunded once their original packaging or hygiene seal has been opened, except where the Product is faulty, damaged or not as described — see Clauses 1.2 and 2 below. All returns are inspected by our team before a refund is approved. Nothing in this Policy affects your statutory rights as a consumer.
1. Your Right to Cancel (One-Off Orders)
1.1 14-day cooling-off period: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your Product(s), without giving any reason. This right is subject to Clause 1.2 below.
1.2 Opened or unsealed Products cannot be returned: Because our Products are vaping products, for hygiene and product safety reasons we cannot accept the return of, or provide a refund for, any Product once its original packaging or hygiene seal has been opened or broken — regardless of the reason for the return — except where the Product is faulty, damaged or not as described (see Clause 2). This exception is permitted under the Consumer Contracts Regulations 2013 for goods that are sealed for health protection or hygiene purposes. To exercise your right to cancel under Clause 1.1, Products must be returned unused, unopened and with all seals intact.
1.3 How to cancel: Notify us in writing (by email or post) or by calling our Customer Care team before the 14-day period expires. Please keep a copy of your cancellation notice for your own records.
1.4 Returning the Products: Once you have told us you are cancelling, you must return the Product(s) to us without undue delay and in any event within 14 days of your cancellation notice. You are responsible for the cost of returning Products cancelled under this Clause 1.
1.5 All returns are inspected: Every Product you return to us will be inspected by our team before any refund is approved. We will check that the Product is unused, that its original packaging and hygiene seals are intact, and that it is otherwise in the condition required by Clause 1.2. We will not process a refund until this inspection is complete.
1.6 Your refund: If our inspection confirms the Product is eligible for return under this Clause 1, we will refund the price you paid, without the extra cost of next day delivery (if you chose and paid for a faster delivery option, we will only refund the cost of products). We will process your refund within 14 days of receiving the returned Product(s), or of you providing evidence that you have sent them back, whichever is earlier.
1.7 If your return does not pass inspection: If a returned Product does not meet the conditions in Clause 1.2 (for example, the packaging or a seal has been opened or broken, or the Product shows signs of use) and the return is not made under Clause 2 (faulty, damaged or incorrect Products), we will not issue a refund. We will contact you to explain why, and will return the Product to you at your cost, or hold it for a reasonable period pending your instructions before disposing of it in accordance with applicable regulations.
1.8 Requests without a valid reason: Other than as set out in this Clause 1 and in Clause 2 (faulty, damaged or incorrect Products), we are not able to offer a refund or exchange. Refund requests that do not meet the conditions of this Policy will be declined.
2. Faulty, Damaged or Incorrect Products
2.1 Your statutory rights: Nothing in this Policy affects your legal rights under the Consumer Rights Act 2015 if a Product is faulty, not as described, or unfit for purpose. These rights apply even if the Product’s original packaging or hygiene seal has been opened.
2.2 Reporting an issue: Please contact our Customer Care team as soon as possible, with your order number, a description of the issue and, where possible, photographs.
2.3 Returning the Product for inspection: We may ask you to return the faulty, damaged or incorrect Product to us so that our technical team can inspect it. Where we ask you to do this, we will cover the cost of return postage, or refund a reasonable amount you have paid for it.
2.4 Technical inspection and outcome: Our technical team will inspect the returned Product to confirm whether the fault, damage or discrepancy you have reported is genuine. If the inspection confirms the Product is faulty, damaged or not as described, we will offer you a full refund (including any delivery charges paid) or, where possible and where you would prefer, a free repair or replacement. If our inspection finds that the Product is not faulty (for example, where the issue results from misuse, normal wear and tear, or an unauthorised modification), we will not issue a refund, and will explain our findings to you and return the Product to you (return cost on your side).
2.5 Devices and accessories: Devices, chargers and atomisers are covered by specific warranty periods — see our Warranty policy for full details. E-liquids cannot be covered by a warranty due to the nature of the product, but your statutory rights under Clause 2.1 still apply if an e-liquid Product is faulty or not as described.
3. Cancelling a Subscription
3.1 Cooling-off period (all Subscriptions): You may cancel any Subscription within 14 days of receiving your first Subscription delivery, without giving a reason, provided you return any unused, unopened Products to us. As set out in Clause 1.2, opening the original packaging or a hygiene seal on a Product ends your right to a refund for that Product, except where it is faulty, damaged or not as described (see Clause 2).
3.2 Returning items under the cooling-off period: Once you have told us you are cancelling, you have a further 14 days to return any unused, sealed items to us. You are responsible for the cost of returning these items, and they will be inspected on the same basis as set out in Clauses 1.5 to 1.7 before any refund is approved.
3.3 Monthly Subscriptions, after the cooling-off period: You can cancel a Monthly Subscription at any time via the “My Subscriptions” section of your account, or by contacting our Customer Care team. Cancellation will take effect from your next scheduled billing and dispatch date, and you will not be charged again after that point.
3.4 Fixed-Term Subscriptions (3, 6 or 12 months), after the cooling-off period: Fixed-Term Subscriptions are offered at a discounted price on the basis that you commit to the full term you select. If you cancel before the end of your term for a reason other than the Products being faulty or not as described:
- 3-month plans: once the 14-day cooling-off period has ended, your prepayment is non-refundable and the Subscription cannot be cancelled mid-term.
- 6 and 12-month plans: any refund will be calculated as the amount you paid, less (i) the full Recommended Retail Price (rather than your discounted Subscription price) of any Products already dispatched to you, (ii) the value of any free or discounted hardware provided to you, and (iii) an administration fee of £25.00. If this calculation results in zero or a negative amount, no refund will be made.
3.5 Why we apply this: Our Fixed-Term Subscription pricing, complimentary hardware and loyalty benefits are only commercially viable if subscribers complete the term they sign up to. The amounts described in Clause 3.4 reflect our reasonable, genuine estimate of the loss we incur when a Fixed-Term Subscription ends early — they are not intended as a penalty.
3.6 Returning consumables and hardware: For health and product safety reasons, we do not accept the return of e-liquid pods, cartridges or devices once their original packaging or hygiene seal has been opened, other than during the cooling-off period described in Clauses 3.1 and 3.2 and where the conditions in Clause 1.2 are met. This does not affect your rights under Clause 2 if a Product is faulty, damaged or not as described.
3.7 Your statutory rights: Nothing in this Clause 3 affects your legal rights if a Product is faulty or not as described — see Clause 2.
4. How Refunds Are Paid
4.1 Payment method: Refunds are made to the same payment method you used for your original purchase.
4.2 Timing: We will process refunds for cancelled one-off orders in line with Clause 1. Refunds relating to Subscriptions are processed in line with Clause 3, where applicable. All refunds remain subject to the inspection requirements set out in Clauses 1.5 to 1.7 and 2.4.
4.3 Loyalty Points: Where Loyalty Points were awarded in connection with a refunded order or a cancelled Subscription period, we may deduct the corresponding Points from your account. Loyalty Points have no cash value and are not refundable in their own right.
5. How to Start a Return or Refund Request
Please get in touch with our Customer Care team, with your order number to hand:
- Email: info@freepods.co.uk
- Live chat: via the chat widget on freepods.co.uk
- Phone: 07344 295 958 (Monday – Friday, 9am – 5pm, excluding Bank Holidays)
- Post: FREEPODS LTD, 27 Old Gloucester Street, London, WC1N 3AX
We will confirm next steps, including (where applicable) how and where to send your Product(s) back to us, and remind you of the conditions in Clause 1.2 before you do so.
6. Returning a Product to Us
6.1 Packaging your return: Please return Products in their original packaging, with all hygiene seals intact unless you are returning the Product because it is faulty, damaged or incorrect, and include your order number so we can identify your return quickly.
6.2 Who pays for return postage: You are responsible for the cost of return postage for cooling-off returns of Products under Clauses 1 and 3.1–3.2. For faulty, damaged or incorrect Products under Clause 2, we will cover this cost, or refund a reasonable amount you have paid for it.
6.3 All returns are checked on arrival: When we receive a returned Product, our team (or, for reported faults, our technical team) will check it against the conditions in Clause 1.2 or carry out the inspection described in Clause 2.4, as applicable, before any refund, repair or replacement is approved.
6.4 Proof of return: We recommend using a tracked delivery service and keeping proof of postage until your refund, repair or replacement has been confirmed.
7. This Policy and Our Other Terms
This Policy is a summary to help you understand your options and does not replace our Terms and Conditions or our Subscription Services terms, which remain the governing legal terms of your contract with us. If there is any conflict between this Policy and those terms in relation to a specific order, the relevant clauses of our Terms and Conditions or Subscription Services terms will apply. Nothing in this Policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable law.
8. Contact Us
If you have any questions about a return or refund, please contact our Customer Care team:
Phone: 07344 295 958 (Monday – Friday, 9am – 5pm, excluding Bank Holidays)
Email: info@freepods.co.uk
Post: FREEPODS LTD, 27 Old Gloucester Street, London, WC1N 3AX
This Policy was most recently updated on 1st June 2026. We may update this Policy from time to time; any changes will take effect 7 days after the date we post the updated version on the Website.