1.1. Who we are. This website (and any associated microsites) is owned and operated by Gallaher Limited ("JTI UK") whose registered office address is 1 Werter Road, Putney, SW15 2LL with company number 01501573 and UK VAT registration number GB689398450.
1.2. How to contact us. Making contact with us is easy. If you wish to make an enquiry, we recommend contacting our Ploom Care Team who are available 7 days a week (including Bank Holidays but excluding Christmas Day and Boxing Day). They can be contacted online and by phone as follows:
Online: Using the Contact Us Form
Phone: 0800 876 6594
Monday – Friday 8.00am – 10.00pm
Saturday & Sunday 10.00am – 6.00pm
Alternatively, if you would like to write to us or intend to cancel or return a product in accordance with these terms and conditions you can do so using the 'Contact Us' page on our website.
1.3. What these terms cover. These are the terms and conditions on which we supply products to you (“Terms and Conditions”). Reference to “in writing” in these Terms and Conditions includes emails.
1.4. Why you should read these Terms and Conditions. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms please contact us to discuss.
2.1. Our products are age restricted products and it is illegal to sell our products to anyone under 18 years old. You may only purchase products from our website if you are at least 18 years old. If you are underage, you must not attempt to order any products from our website.
2.2. You will be required to complete an online age verification process conducted on our behalf by a third party, GB Group plc (company number 02415211), to prove to our satisfaction that you are at least 18 years old before you can order any of our products. More details on the age verification process please visit the FAQ section here.
3.1. Once your age has been verified, placing an order with us is a simple process using the following steps:
3.2. Maximum order value. We have the right to decline orders over £700.
3.3. Maximum order amount. Each account can purchase a maximum of one 21 Day Trial.
4.2. Territory: We only sell to Great Britain. Unfortunately, we do not accept orders from, or deliver to, addresses outside of Great Britain, including Northern Ireland.
4.3. How we will accept your order. Completion of your order is subject always to availability of products and our acceptance of your order will take place upon your receipt of our acceptance email, at which point a contract will come into existence between you and us.
4.4. Order Confirmation. When we have accepted your order, we will provide your order confirmation by email. In all cases, we will enclose a copy of you order confirmation with your product on delivery. We recommend keeping your order confirmation in a safe place in case you have any queries. We strongly recommend that you ensure you have entered a valid email address so we can promptly provide you with your order confirmation.
4.5. Your order number. We will assign an order number to your order which will be included in our acceptance email. It will help us if you can tell us the order number whenever you contact us about your order.
4.6. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because you failed the age verification process, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
5.1. Products may vary slightly from their pictures. The images of the products on our website are illustrative only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the products.
5.2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
5.3. Minor changes to the products. We may change the product:
(I) to reflect changes in relevant laws and regulatory requirements to, for instance, the way heated tobacco products are sold; and
(II) to implement minor technical adjustments and improvements to enhance your experience of our product.
6.1. Prices of the products will be as shown on our website. All our prices are shown in British Pounds Sterling (GBP) and are inclusive of VAT. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.
6.2. Changes to our prices. From time to time we may change the prices of our products and any offers or discounts may be withdrawn. This will not affect the status of confirmed orders and in this case you will only pay the price contained in your order confirmation. If the price of an unconfirmed order changes, we will let you know and give you the option of cancelling the order.
6.3. When we incorrectly price your product. It is always possible that, despite our reasonable efforts, some of the products on our website may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:
(I) where the product's correct price is less than the price stated on our website, we will charge the lower amount when dispatching the products to you or apply a credit to your online account; and
(II) if the product's correct price is higher than the price stated on the website, we do not have to provide the products to you at the incorrect (lower) price. In this instance we will contact you as soon as possible to inform you of this error. You will then have the option to cancel the order and receive a full refund if you have already paid the price to us or to continue to purchase the product at the correct (higher) price. We will not process your order until we have your instructions. If we are unable to contact you within a reasonable time using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
7.1. Delivery. The costs of delivery will be as displayed to you on our website.
7.2. When we will deliver the products. We will deliver them to you as soon as reasonably possible and in any event within 72 hours after the day on which we accept your order. In exceptional circumstances delivery may take longer.
7.3. How we will deliver your products. We dispatch all orders via trackable delivery services as further detailed on our Delivery page. We’ll send you an email once your order is dispatched so you can check your order status, or you can track your order here.
7.4. We are not responsible for delays outside our control. If our supply of your products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided that we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay (being more than 14 days) you may contact us to end the contract and receive a refund for any products you have paid for but not received, as further detailed in section 7.7 below relating to undelivered products.
7.5. When you become responsible for the products. A product will be your responsibility from the time that we deliver the product to the address you have provided to us. Please inspect your products upon delivery and promptly report any problems with your products to our Ploom Care Team (details of which are provided in section 1.2 of these Terms and Conditions).
7.6. When you own the products. You own a product once we have received payment in full.
7.7. Undelivered products. Please allow 14 days for delivery (from the date of placing your order) before reporting your order as undelivered. If we are unable to supply you with your products within this time, we will contact you to let you know and give you a revised delivery date. You may cancel your order and request a refund if this is the case as set out in the section above.
|8.1. Your purchase is faulty, damaged or you have received an incorrect product.|
Products with faults due to normal wear and tear or damage caused by misuse will not be replaced free of charge and no refunds will be given.
This is in addition to the Ploom Promise which sets out additional rights here.
What you need to do
When returning a faulty, damaged or incorrect product, we may ask that you return the physical product to us and that you do this by First Class Royal Mail (Recorded Delivery).
Any costs associated with replacement of faulty products will be borne by us. This will include the cost of return delivery of the product to us.
What we will do
We will refund you the price for the products including delivery costs and the costs of return, by the method you used for payment as soon as we can. If the method you used for payment has expired in the intervening period, we will refund you the price you paid for the products by cheque.
PLEASE NOTE: refunds can take up to 14 working days to clear from the point of processing, although timings may vary depending on your banking provider.
8.2. You have changed your mind about the product.
You are entitled to cancel your contract provided that you exercise your right to cancel no later than 14 days after the day on which you receive the goods.
Your right to return or cancel products does not apply to any sealed products which cannot be returned for hygiene or health protection purposes. This means that: (i) once any sealed products have been opened by you; or (ii) if any products have been mixed inseparably with other products by you after delivery, they cannot be returned, even if the 14 day cancellation period is still running.
All products must be returned unused and unopened within 14 days of the order cancellation. Returns of individual products purchased as part of a bundle (e.g. Starter Bundle Packs, Trial kit) are not permitted.
You are still entitled to cancel your contract for sealed products if, when opened, they are faulty or otherwise not as described and are returned to us.
What you need to do
Please contact our Ploom Care Team (see section 10 below). To make the process easier, you can use the model cancellation form accessed here.
Repackage the products you are returning securely to minimise any damage that may be caused during delivery, including: (i) all parts, accessories, instructions and packaging (including products such as cable ties and plug covers); and (ii) a copy of your written notification or cancellation form so we can trace your order quickly.
Return the products to us using a reputable carrier. The products will remain your responsibility until they have been signed for at our returns address. We do not accept responsibility for products lost or damaged in the post.
PLEASE NOTE that returning products under the 14-day period allowed by the CCR is at your cost.
What we will do
We may make a deduction from the refund for any loss in value of the products, if the loss has been caused by unnecessary handling by you.
8.3. You want to end the contract because of something we have done or are going to do.
(I) we have told you about an upcoming change to the product or these Terms and Conditions which you do not agree to;
(II) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
(III) there is a risk that supply of the products may be significantly delayed because of events outside our control; or
(IV) you have a legal right to end the contract because of something we have done wrong including because we have delivered late (see section 10.3).
What you need to do
What we will do
PLEASE NOTE: refunds generally take up to 14 working days to clear from the point of processing, although timings may vary depending on your banking provider.
WHERE PRODUCTS ARE NOT OF SATISFACTORY QUALITY OR FIT FOR PURPOSE
9.1. This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
9.2. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product, your legal rights entitle you to the following
10.1. How to tell us about problems. If you have any questions or complaints about the product or delivery, or want to exercise your right to cancel, please contact our Ploom Care Team (details provided under section 1.2 above). Please provide your name, order number, full address and (where available) your telephone number (we may not be able to resolve the issue without this information).
10.2. Returns process. When you contact us about your return, we will let you know how to make the return. You may be issued with a Returns Authorisation Code. You may also be required to complete a Returns Form and return this with your product.
10.3. How to return a product we delivered late. When returning a product we delivered late we will provide you with a pre-paid envelope to return the product to us.
11.1. We are responsible for foreseeable loss and damaged caused by us. If we fail to comply with these terms, we are responsible for the loss or damage you suffer that is a foreseeable result of our breaking of this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if it is contemplated by you and us at the time we accept your order.
11.2. We are not liable for business losses. We only supply the products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11.3. We do not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any breach of any terms implied by UK law.
12.1. We are offering our consumers the chance to trial Ploom for 21 days with minimum commitment via e-mail, and/or by direct mail ("Trial").
12.2. Eligibility. To be eligible to participate in this programme, you must be aged 18 or over and you must be a current smoker and have a registered account on our website. The 21 Day Trial must be the first purchase made on your account in order to qualify.
12.3. Acceptance of Terms. When you place a Trial order through our website you agree to these Terms & Conditions.
12.5. Starting your Trial. When you place a Trial order through our website you will be charged £10 for your Ploom Starter Bundle (which includes the device and 5 packs of EVO tobacco sticks of your choice). Your Trial starts the day after your order is placed. Please note we do not accept Klarna as a payment method for 21 Day Trial.
12.6. Payment. If you wish to keep your device at the end of the Trial, we will use the original payment details to process the amount for the device stated when you began the Trial. Please note that you will only be charged £10 to start your 21 Day Trial. Depending on your bank, your statement may show a pending transaction for £19. Please be assured the remaining balance will not be charged until such time as the trial ends and only if you have kept the device.
12.7. Delivery. See section 7 (Delivery) for more information. You will receive an email confirmation once your order has been dispatched and tracking information will be sent via SMS and email from our trusted third-party fulfilment partner.
12.8. Returns and Refunds. At the end of your Trial, you will have the option to:
12.9. Customer Care and Communication. Provided that you have opted in for the relevant communications, one of our Ploom representatives will contact you at various points during your Trial via email, SMS or telephone to provide you with all the support you need and to see how you are getting on. If you have opted-out of receiving marketing communications, you will still receive our customer care communications but we will not send you any marketing communications. If you opt-in to receive marketing communications from us, we do not share your details with any third-party marketers. You may opt-out of receiving any future marketing communications from us at any time by following the "unsubscribe" link provided in each email we send to you.
13.1 Refer a Friend Definitions
‘Referrer’ – means the registered Ploom account holder recommending a Friend to Ploom.
‘Friend’ – means a friend of the Referrer who is 18 or over and who is an existing adult smoker who receives a Referral Code from the Referrer.
‘Referral Code’ - means the unique code a Referrer can use to recommend a Friend to Ploom and which entitles the friend to £15 off their first purchase of a Ploom Starter Bundle, or such other reward that is communicated by us from time to time.
Referral Date’- means the date the Referral Code is sent by the Referrer to the Friend.
‘Reward’ – means the £20 credit code sent to the Referrer by email once a Friend has used their Referral Code or such other reward that is communicated by Us from time to time.
13.2 The Referrer
13.3 The Friend
13.4 How to Refer a Friend
13.5 Referral Codes. Referral Codes can be redeemed once per Friend only against the first purchase of a Ploom Starter Bundle. A Friend has 12 months from the Referral Date to redeem the Referral Code upon which time their use of the Referral Code will then expire.
13.6 Rewards. Rewards shall expire 1 month after a Friend has used the Referral Code and placed their first order. Each Reward can be redeemed once only. Rewards are redeemable against any purchases on ploom.co.uk with minimum spend of £25. Rewards shall not be redeemable against the 21-Day Trial. Rewards cannot be used in conjunction with any other offers or promotions and only one Reward can be applied to any order. Rewards are non-refundable, non-transferable, have no cash value and are not redeemable against delivery charges. Subject to availability and while stocks last.
13.7 We reserve the right to refuse the issue of any code to a Referrer or the use of a Referral Code by a Friend, or the use of at any time, if we reasonably believe that the Referrer or Friend is abusing this programme or is otherwise in breach of these terms and conditions.
13.8 We reserve the right to amend or terminate the Ploom Refer a Friend programme at any time without notice. In the event we decide to offer an alternative Reward we shall communicate it to affected customers. Any changes to the Ploom Refer a Friend mechanic or new terms and conditions will be available on the ploom.co.uk website. The terms and conditions on the website at the time a Referrer or Friend uses the Refer a Friend programme will be the ones that apply.
These terms and conditions are governed in accordance with the laws of England & Wales.
14.1 Refer A Friend To A Mentor Definitions
‘RAFTAM Referrer’ – means the individual, that has received a Ploom demonstration or purchased Ploom, recommending a Friend to a Ploom Mentor.
‘RAFTAM Friend’ – means a friend of the RAFTAM Referrer who is aged 18 or over and a smoker.
‘RAFTAM Reward’ – means the £20 Amazon gift voucher sent to the RAFTAM Referrer via the initial form of contact (SMS or email) once a Friend has made a purchase of a Ploom bundle or registered for a 21-day trial, or such other reward that is communicated by Us from time to time.
14.2 The RAFTAM Referrer:
14.3 The RAFTAM Friend
14.4 How to Refer A Friend to a Mentor
14.5 RAFTAM Rewards. Use of Amazon gift vouchers shall be subject to and expire in line with Amazon’s gift voucher terms and conditions on amazon.co.uk. Each Reward can be redeemed once only. Rewards are non-exchangeable, non-transferable and no cash alternative is offered.
14.6 Conditions. We reserve the right to refuse a RAFTAM Friend referral from a RAFTAM Referrer at any time, if we reasonably believe that the RAFTAM Referrer or RAFTAM Friend is abusing this programme or is otherwise in breach of these terms and conditions.
We reserve the right to amend or terminate the Ploom Refer a Friend to a Mentor programme at any time without notice. In the event we decide to offer an alternative RAFTAM Reward we shall communicate it to affected RAFTAM Referrers. Any changes to the Ploom Refer a Friend to a Mentor programme or its terms and conditions will be available on the ploom.co.uk website. The terms and conditions on the ploom.co.uk website at the time a RAFTAM Referrer refers a RAFTAM Friend to a Mentor will be the ones that apply.
15.1 Ploom product warranty. In order to ensure you have the best possible experience with our products, we offer customers a free 12 month warranty on all new devices purchased direct from through our website or Accredited Retailers (retail partners who sell Ploom devices and EVO tobacco sticks). This is not an insurance policy.
15.2 How you get your warranty. You will need to ensure your device is linked to your account on our website so that your warranty details are always available. If your device is not registered, you will need to provide proof of purchase in order to claim against your warranty.
15.3 How the warranty works. Our warranty provides cover against faults during normal use. This means that if your product develops a fault during the warranty period, we will arrange for it to be replaced free of charge. If you receive a replacement device your 12 month warranty renews for the replacement device.
15.4 How to make a claim against the warranty. If you believe that your products are faulty please contact our Ploom Care Team or visit a Ploom Store (see our FAQs below for more information). We will perform a diagnostic with you over the phone or in person to identify the fault and if necessary we will provide a replacement. If no equivalent product is available we’ll always do our best to make sure that you’re satisfied with the outcome. If you return a product to us which is not faulty, then we may return the items to you or offer you a replacement at your own cost.
15.5 Warranty exclusions. There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:
15.6 Territory. Our warranty only applies to products purchased in the United Kingdom.
15.7 Accidental damage. If your device suffers accidental and unintended damage that affects the functionality of your device which is not caused by your misuse you may be eligible for a replacement device as described in this section. In order to receive a replacement device, you must return the damaged device to us. You can do this by contacting the Ploom Care Team and you will be provided with a replacement device of the same type equivalent to a new device in performance and reliability. If a replacement device of the same type is not available, a device which is at least functionally equivalent will be provided as a replacement. We will keep all replaced devices.
15.8 Accidental Damage limitations. You must take all reasonable precautions to protect your device and use and maintain the device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement device. You are limited to 1 replacement device for accidental damage for each registered device (however you can still receive the remaining warranty services until the end of your warranty period).
15.9 Accidental Damage exclusions. You will not be eligible under this accidental damage warranty if:
15.10 Making a claim under accidental damage. You must report your claim to our Ploom Care Team as soon as possible and provide the following information: (1) the serial number for the affected device; (2) description of the symptoms, problems with or causes of the damage to the device; (3) error messages; and (4) actions taken before the device experienced problems and any steps you took to resolve the problem.
15.11 Returns. You must follow the packaging and mailing instructions given by our Ploom Care Team for shipping the affected device to us. Please do not send any accessories that are not supported by this accidental damage replacement, including EVO tobacco sticks. These items will not be returned and they will be destroyed.
16.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms and Conditions that is caused by an event outside our control for example strikes, or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, government actions, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
16.2 If we are unable to perform our obligations to you as a result of any event outside our control we will contact you as soon as reasonably possible and our obligations to you shall be suspended for the duration of the event outside our control. If this affects our delivery of products to you, we will arrange a new delivery date with you as soon as we are able to confirm this.
17.1 When these Terms and Conditions start to apply. These Terms and Conditions came into force on 2 November 2020 and apply to all orders made on or after midnight on that date.
17.2 We may transfer this agreement to someone else. We may transfer our rights and obligations under these Terms and Conditions to another organisation.
17.3 Nobody else has any rights under these Terms and Conditions. This contract is between you and us. Subject to section 15.2, no other person shall have any rights to enforce any of its terms.
17.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the sections of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.
17.5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
17.6 Amendments to these Terms and Conditions. As we may occasionally amend these Terms and Conditions you should check them each time you wish to place an order to ensure you understand the Terms and Conditions that will apply to that order.
17.7 These Terms and Conditions do not affect your statutory rights. If you want more information on these rights, they are available from your local Trading Standards Department or Citizens Advice Bureau.
17.8 Which laws apply to this contract and where you may bring legal proceedings. These Terms and Conditions are governed by English law and the English courts shall have exclusive jurisdiction to hear any dispute or claim arising out of or in connection with these Terms and Conditions.
Codes are redeemable against purchases on www.ploom.co.uk/en/. Some codes are redeemable against a limited range of products only, in which case this will be specified on the code communication. Codes cannot be used in conjunction with any other offers. Codes are non-refundable, non-transferable, have no cash value and are not redeemable against delivery charges. Subject to availability and while stocks last. These terms and conditions are governed in accordance with the laws of England & Wales.
Terms and Conditions apply. Each code can be redeemed once per registered account. To use, enter the code online at checkout at ploom.co.uk before the expiry date. Each bundle code is redeemable against a purchase of one Ploom Flavour Bundle only before 23:59 on 31st January 2024. Codes cannot be used in conjunction with any other offers.Codes are non-refundable, have no cash value and are not redeemable against delivery charges. Subject to availabilityand while stocks last. These terms and conditions are governed in accordance with the laws of England and Wales
Our sticks, for use in combination with Ploom devices, contain tobacco and nicotine. These products are not risk free and are intended for existing adult smokers or vapers only. Please note, we will need to confirm your age during the checkout process.