Refund policy

Last updated: 7 September 2026

RETURNS

We offer a 30-day return window from the date your order is marked as delivered.

To be eligible for a return:

The item must be unused
In its original packaging
In the same condition as received
Proof of purchase is required

This 30 day window covers a change of mind as well as faults. If an unopened kit is not what you wanted, it can come back for a full refund. Opened kits, including any device where a flavour core has been unsealed or fitted, cannot be resold for hygiene reasons and so cannot be returned unless faulty.

To request a return, please contact us at support@noqa.co.uk before sending anything back.

Returns must be sent to:

Returns
Unit 8, 120 Horizon Blvd, Braintree CM77 7BA United Kingdom

Items sent back without prior approval will not be accepted.

RETURN SHIPPING

Customers are responsible for return shipping costs.

We do not provide prepaid return labels.

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

PROMOTIONAL DISCOUNTS

Promotional discount codes (including EARLYNOQA) do not affect your return rights. If your order qualifies for a return under this policy, the discount you received will not be a reason to refuse it.

DAMAGED OR INCORRECT ITEMS

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us at support@noqa.co.uk within 14 days of delivery, and we’ll make it right. This does not affect your statutory rights under UK consumer law, which gives you 30 days to reject faulty goods.

NON-RETURNABLE ITEMS

We do not accept returns for:

Used items (including any device where the flavour core has been activated or removed from its seal)
Gift cards

If you’re unsure whether your item is eligible, please contact us before returning it.

EXCHANGES

We do not offer direct exchanges.

To receive a different item, please return your original order (once approved) and place a new order separately.

REFUNDS

Once your return is received and inspected, we’ll notify you of the approval status.

If approved:

Refunds are issued to the original payment method
Processing takes up to 10 business days
Banks and card providers may take additional time to post the refund

The 30-day return window begins on the date the order is marked as delivered. If more than 15 business days have passed since refund approval, please contact us at support@noqa.co.uk.