Returns & Refunds

Effective date: 2 November 2026

This page explains how to cancel an order or return goods to SMOKE CALI LTD. It forms part of our Terms & Conditions and does not affect your statutory rights.

1. Changed your mind? Cancel within 14 days

You have the right to cancel your order within 14 days of receiving it, without giving a reason (Consumer Contracts Regulations 2013). Goods must be unopened, unused and in the condition you received them.

• Email smokecaliltd@gmail.com within the 14 days, saying you want to cancel and quoting your order number.
• Send the goods back within 14 days of telling us.
• You pay the return postage for change-of-mind returns. We recommend a tracked service, as you are responsible for the goods until they reach us.

2. Faulty, damaged or incorrect goods

If something arrives faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 apply. Email smokecaliltd@gmail.com with your order number and photographs of the problem as soon as you can. You can reject faulty goods for a full refund within 30 days of delivery; after that we will offer a repair or replacement and, where the law requires, a refund or price reduction.

• We pay the return postage (or arrange collection) for faulty, damaged or incorrect goods.
• Please check your parcel when it arrives and tell us promptly about any transit damage.

3. How to return something

1. Email smokecaliltd@gmail.com (or message us on WhatsApp on 07473 108067) with your name, order number and the reason for the return.
2. We will reply with a return reference and the address to send the goods to. Please do not post anything back before you have heard from us.
3. Pack the goods securely in their original packaging if possible, and keep your proof of postage.

4. Refunds

• We will refund you within 14 days of receiving the goods back (or of you providing proof of postage, if earlier).
• For a change-of-mind cancellation we refund the price of the goods and the standard delivery charge you paid.
• Refunds go back to the payment method you used (card payments are processed by Viva.com), so it can take a few more days to appear in your account.
• We may reduce a change-of-mind refund if the goods have lost value because they were handled more than was needed to inspect them.

5. Items that cannot be returned

The 14-day change-of-mind right does not apply to:

• sealed items which are unsuitable for return for health-protection or hygiene reasons, once you have unsealed them after delivery; and
• goods made to your specification or clearly personalised, including custom-printed orders once production has started.

These exceptions never affect your rights if goods are faulty, damaged or not as described. Full cancellation details, including a model cancellation form, are in section 7 of our Terms & Conditions. Questions? Email smokecaliltd@gmail.com.