Alectrofag Returns & Refund Policy

Not completely satisfied with your purchase? Don’t worry, we’re here to help. Our goodwill guarantee allows you to return the products within 30 days of delivery.

How do I return something?

To be eligible for return, the item must be unused and in the same condition that you received it.
To initiate your return request, you can email or contact us via Live Chat* on the website, including your full name, order number and the reason you would like to return any or specific items from your order. We’ll be more than happy to assist you in processing your request.

Same Day Delivery Liverpool

Exchange/Return

If you want to exchange or return the items you have ordered via our Same Day Delivery service, you can reach out to us via email or Live Chat to initiate your process.

  • Exchange - Our team will evaluate your request and once approved, you will have to place a new order. After you have received the new order, you can either ship your item either to our address directly or if you have opted for Same Day Delivery, you can return your item to the delivery rider. After we have received your items and confirmed its condition, we’ll issue you a refund of the item cost. Please keep in mind we will not reimburse the shipping cost.
  • Return - In case of returns, you can ship the items to our delivery address. After we have received the items and confirmed its condition, we will issue you a refund. Please note that we will not reimburse the shipping cost.

Faulty items Exchange & Refund

In case the item you received is not functioning the way it should be, you can share your concern via email or live chat. Our support team will assist you in the best possible way. If the item is indeed faulty, you can initiate your return request.

  • You will have to show proof of faulty items via video and images. Once verified, we will issue you a voucher amounting to the cost of the item that is damaged. You will have to place a new order to get your replacement item. Please note that we will not refund you the shipping cost.
  • You can choose to opt for either Same Day Delivery or Carrier Delivery

Missed Delivery

In the case of our Same Day Delivery Service in Liverpool, if you’ve missed receiving your parcel, you can reach out to our customer service and inform them. We’ll happily assist you by attempting the delivery again on the next day. In case you miss the second attempt, your order will be available for collection at our store (Store’s address & timing)

Unwanted items / Exchange

You can initiate your exchange or return request within 30 days of your delivery. The item must be unused and in its original packaging

  • Your request should be initiated within 30 days of receiving your items.
  • Once we have received and approved your request, you can ship the items back to us, and we should receive the products within 30 days of the Order Date.
  • Please note that you will be charged a postage/delivery fee for the items you have requested to be exchanged or returned.

Faulty items

In case the item you received is not functioning the way it should be, you can share your concern via email or live chat. Our support team will assist you in the best possible way. If the item is indeed faulty, you can initiate your return request.

  • Your request should be initiated within 30 days of receiving your items.
  • Once we have received and approved your request, you can ship the items back to us, and we should receive the products within 30 days of the day of delivery.
  • Please note that you will be charged a postage/delivery fee for the items you have requested to be exchanged or returned.

Exceptions

Although we’re happy to accommodate you, there are a few exceptions where we won’t be able process your return.

  • E-liquids
  • Tanks / Atomisers / Pods which have been filled with liquid, used or removed from their sealed packaging
  • Vape Kits & its accessories without original packaging
  • Drip tips (mouthpieces)
  • Opened coils or pods

Return Address

Alectrofag Online Store C/O STEEPD VAPE CO
Unit 1, Euro House, 1 Overbridged Road
Salford, Manchester
M7 1SL

Our email: support@alectrofag.co.uk

Kindly be aware that, unless specified, the cost of returning items is your responsibility. We recommend using a tracked service for all returns, and for items valued over £50, we suggest opting for an insured service. Please note that we cannot accept liability for returns lost in transit.

Refunds

In case of unwanted items, once we receive the items, and verify the item is in its original and undamaged condition, we’ll process your refund. However please note that we do not refund the shipping charges incurred at the time of ordering.
We will cover the return costs in the following situations:

  • Faulty or Misdescribed Product: If the product is faulty or does not match the features described
  • Prolonged Delay in Promised Delivery Time: If due to unforeseen circumstances, there’s a prolonged delay in the promised delivery time frame, we’ll happily refund you the shipping charges.

In these cases, we’ll ensure that the return process is hassle-free at no cost to you.

Cancellation

If you wish to cancel your order, you can inform us of your decision. In case the order has not been dispatched, we’ll initiate your refund process. However, if the product is packed and dispatched to the delivery partner, we won’t be able to cancel your order. You can however initiate our refund process.

Need further assistance?

In case you need further assistance, you can email your concerns at support@alectrofag.co.uk and our team will happily assist you.