If the product purchased is faulty, damaged or incorrect, we may offer you an exchange or refund as appropriate.

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.

Please contact our Customer Contact Centre (see Terms and Conditions section 10).

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.

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.

Under the Consumer Contracts Regulations 2013 ("CCR"), for most products purchased online you have a right to change your mind within 14 days and receive a refund under law.

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.

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.  

You must take reasonable care of the products during the cancellation period.

Please contact our Customer Contact Centre (see Terms and Conditions section 10). 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.

We will normally refund you the cost of your order within 14 days of us receiving the products back, by the method you used for payment. 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.

The reasons are:

(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

To end the contract for this reason please contact our Customer Contact Centre (see  Terms and Conditions section 10).

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 or TT transfer.