Refund and Returns

1.1 Where We Deliver

We currently deliver to addresses within the United Kingdom only (including Northern Ireland).

We do not deliver to:

• BFPO (British Forces Post Office) addresses

1.2 Shipping Options & Timing

We offer the following delivery options:

• Standard Delivery (standard)

Estimated delivery times:

• Orders placed Monday–Friday before 10pm → Next working day
• Orders placed after 10pm → Within 2 working days
• Orders placed on weekends → Delivered by Tuesday

Free sample or promotional orders may be shipped via standard delivery (2–4 working days).

1.3 Dispatch & Tracking

• Orders are typically dispatched within 1–3 business days
• You will receive a dispatch confirmation email with tracking details

Please note: delivery timelines are estimates and not guaranteed.

1.4 Delivery Responsibility

• You are responsible for providing accurate delivery details
• Risk passes to you once the order has been delivered

If no one is available to receive the delivery:

• The courier may leave instructions for redelivery or collection

1.5 Failed Delivery or Non-Collection

If you:

• Fail to accept delivery
• Fail to collect your parcel

We may:

• Charge additional delivery or handling fees
• Cancel your order and issue a refund (minus incurred costs)

1.6 Age Verification on Delivery

As our products contain nicotine:

• Deliveries may require age verification upon receipt
• The courier may request valid ID
• Orders may be refused if age cannot be verified

1.7 Delays

We are not responsible for delays caused by:

• Courier issues
• Weather conditions
• High demand
• Events outside our control

If your order has not arrived within 5 working days of dispatch, please contact us.

2.1 Cooling-Off Period (14 Days)

You have the right to cancel your order within 14 days of receiving your goods.

2.2 Important Exceptions

Due to hygiene and safety reasons:

• Opened nicotine products cannot be returned

2.3 Return Conditions

To be eligible for a return:

• Items must be unused
• Items must be in original packaging

You are responsible for return shipping costs unless the product is faulty.

2.4 How to Return

To initiate a return, please contact us at:
cs@qola.com

We will provide return instructions.

2.5 Refunds

If your return is approved:

• Refunds will be issued to your original payment method
• Processed within 14 days of receiving the returned goods
• We may withhold the refund until goods are received or proof of return is provided

If your order is:

• Damaged
• Faulty
• Incorrect

Please contact us as soon as possible.

We may offer:

• Replacement
• Refund
• Repair (where applicable)

Return shipping for faulty items will be covered by us.

If you have any concerns, please contact us:

Email: cs@qola.com

We aim to resolve complaints within 14 days.

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations.