{"id":4452,"date":"2026-04-14T07:33:41","date_gmt":"2026-04-14T07:33:41","guid":{"rendered":"https:\/\/qola.com\/uk\/?page_id=4452"},"modified":"2026-04-14T08:29:23","modified_gmt":"2026-04-14T08:29:23","slug":"refund-and-returns","status":"publish","type":"page","link":"https:\/\/qola.com\/uk\/refund-and-returns\/","title":{"rendered":"Refund and Returns"},"content":{"rendered":"\t\t
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Refund and Returns<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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1. Delivery<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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1.1 Where We Deliver<\/strong><\/span><\/h4>

We currently deliver to addresses within the United Kingdom only (including Northern Ireland)<\/strong>.<\/span><\/p>

We do not deliver to:<\/span><\/p>

  • BFPO (British Forces Post Office) addresses<\/span><\/li><\/ul>

    1.2 Shipping Options & Timing<\/strong><\/span><\/h4>

    We offer the following delivery options:<\/span><\/p>

    • Standard Delivery<\/strong> (standard)<\/span><\/li><\/ul>

      Estimated delivery times:<\/span><\/p>

      • Orders placed Monday\u2013Friday before 10pm<\/strong> \u2192 Next working day<\/span><\/li>
      • Orders placed after 10pm<\/strong> \u2192 Within 2 working days<\/span><\/li>
      • Orders placed on weekends<\/strong> \u2192 Delivered by Tuesday<\/span><\/li><\/ul>

        Free sample or promotional orders may be shipped via standard delivery (2\u20134 working days)<\/strong>.<\/span><\/p>

        1.3 Dispatch & Tracking<\/strong><\/span><\/h4>
        • Orders are typically dispatched within 1\u20133 business days<\/strong><\/span><\/li>
        • You will receive a dispatch confirmation email<\/strong> with tracking details<\/span><\/li><\/ul>

          Please note: delivery timelines are estimates and not guaranteed.<\/span><\/p>

          1.4 Delivery Responsibility<\/strong><\/span><\/h4>
          • You are responsible for providing accurate delivery details<\/span><\/li>
          • Risk passes to you once the order has been delivered<\/span><\/li><\/ul>

            If no one is available to receive the delivery:<\/span><\/p>

            • The courier may leave instructions for redelivery or collection<\/span><\/li><\/ul>

              1.5 Failed Delivery or Non-Collection<\/strong><\/span><\/h4>

              If you:<\/span><\/p>

              • Fail to accept delivery<\/span><\/li>
              • Fail to collect your parcel<\/span><\/li><\/ul>

                We may:<\/span><\/p>

                • Charge additional delivery or handling fees<\/span><\/li>
                • Cancel your order and issue a refund (minus incurred costs)<\/span><\/li><\/ul>

                  1.6 Age Verification on Delivery<\/strong><\/span><\/h4>

                  As our products contain nicotine:<\/span><\/p>

                  • Deliveries may require age verification upon receipt<\/strong><\/span><\/li>
                  • The courier may request valid ID<\/span><\/li>
                  • Orders may be refused if age cannot be verified<\/span><\/li><\/ul>

                    1.7 Delays<\/strong><\/span><\/h4>

                    We are not responsible for delays caused by:<\/span><\/p>

                    • Courier issues<\/span><\/li>
                    • Weather conditions<\/span><\/li>
                    • High demand<\/span><\/li>
                    • Events outside our control<\/span><\/li><\/ul>

                      If your order has not arrived within 5 working days<\/strong> of dispatch, please contact us.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                      2. Returns & Refunds<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                      2.1 Cooling-Off Period (14 Days)<\/strong><\/span><\/h4>

                      You have the right to cancel your order within 14 days<\/strong> of receiving your goods.<\/span><\/p>

                      2.2 Important Exceptions<\/strong><\/span><\/h4>

                      Due to hygiene and safety reasons:<\/span><\/p>

                      • Opened nicotine products cannot be returned<\/strong><\/span><\/li><\/ul>

                        2.3 Return Conditions<\/strong><\/span><\/h4>

                        To be eligible for a return:<\/span><\/p>

                        • Items must be unused<\/strong><\/span><\/li>
                        • Items must be in original packaging<\/strong><\/span><\/li><\/ul>

                          You are responsible for return shipping costs unless the product is faulty.<\/span><\/p>

                          2.4 How to Return<\/strong><\/span><\/h4>

                          To initiate a return, please contact us at:<\/span>
                          cs@qola.com\/uk<\/strong><\/span><\/p>

                          We will provide return instructions.<\/span><\/p>

                          2.5 Refunds<\/strong><\/span><\/h4>

                          If your return is approved:<\/span><\/p>

                          • Refunds will be issued to your original payment method<\/span><\/li>
                          • Processed within 14 days<\/strong> of receiving the returned goods<\/span><\/li>
                          • We may withhold the refund until goods are received or proof of return is provided<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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                            3. Faulty or Incorrect Products<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                            If your order is:<\/span><\/p>

                            • Damaged<\/span><\/li>
                            • Faulty<\/span><\/li>
                            • Incorrect<\/span><\/li><\/ul>

                              Please contact us as soon as possible.<\/span><\/p>

                              We may offer:<\/span><\/p>

                              • Replacement<\/span><\/li>
                              • Refund<\/span><\/li>
                              • Repair (where applicable)<\/span><\/li><\/ul>

                                Return shipping for faulty items will be covered by us.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                                4. Complaints<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                                If you have any concerns, please contact us:<\/span><\/p>

                                Email: cs@qola.com\/uk<\/strong><\/span><\/p>

                                We aim to resolve complaints within 14 days<\/strong>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                                5. Your Legal Rights<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                                Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                                Refund and Returns 1. Delivery 1.1 Where We Deliver We currently deliver to addresses within the United Kingdom only (including Northern Ireland). We do not…<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_angie_page":false,"footnotes":""},"class_list":["post-4452","page","type-page","status-publish","hentry"],"_hostinger_reach_plugin_has_subscription_block":false,"_hostinger_reach_plugin_is_elementor":false,"_links":{"self":[{"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/pages\/4452","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/comments?post=4452"}],"version-history":[{"count":7,"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/pages\/4452\/revisions"}],"predecessor-version":[{"id":4487,"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/pages\/4452\/revisions\/4487"}],"wp:attachment":[{"href":"https:\/\/qola.com\/uk\/wp-json\/wp\/v2\/media?parent=4452"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}