Live Chat

Are you 18 or over and a smoker?

Ploom products contain tobacco and are intended for use by existing smokers aged 18 or over. Please note, we will need to confirm your age during the checkout process.

More information can be found here

This website uses cookies

We use cookies on www.ploom.co.uk to offer you a more personalised shopping experience. By accepting, you consent to all cookies in accordance with our Cookies Policy.

Minimum requirements for ensuring the website works well.

Helps to improve our visitor's experience on the website.

Allows us to show content to you on different websites.

Menu
  • Shop
    • Bundle
    • Devices
    • Accessories
    • Refills
  • What is Ploom?
  • Products
    • BUNDLE
      • Ploom Bundle
        Ploom BundlePloom Bundle
    • DEVICES
      • Ploom S Matte Black
        Ploom S Matte BlackPloom S Matte Black
    • REFILLS
      • Evo Bronze
        Ploom Evo BronzePloom Evo Bronze
  • Accessories
    • CARRY CASES
      • Black
        Ploom Black Carry CasePloom Black Carry Case
    • SLEEVES
      • Mint
        Ploom Green Mint SleevePloom Green Mint Sleeve
    • FUNCTIONAL ACCESSORIES
      • Sticktray Large
        Ploom Sticktray LargePloom Sticktray Large
  • 21-Day Trial
Account
  • Ploom UK © 2020
  • Terms & Conditions
Toggle Nav
Skip to Content
  • testSearch
  • Sign In
  • Sign In
My Cart
  • Find a Store
    • Home
    • Returns

    RETURNS

     

    Reason Your rights What you need to do What we will do
    Your purchase is faulty, damaged or you have received an incorrect product.

    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.

     You have changed your mind about the product.

    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.

    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.
    You want to end the contract because of something we have done or are going to do.

    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

    (iv) you have a legal right to end the contract because of something we have done wrong including because we have delivered late see Terms and Conditions section 10.3).

    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.

    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.

     

    Find
    a store

    Find a store

    Help

    Would you like a demo?

    Click here to request a personalised session with one of our dedicated Ploom Mentors.

    Need some help?

    The Ploom Customer Care team will be happy to answer any of your questions and help in any way we can.

    0800 876 6594 Monday to Friday, 08:00 - 22:00
    Saturday & Sunday, 10:00 - 18:00
    Write to us Via our contact form

    Subscribe

    Subscribe to our Newsletter

    Be one of the first to access the latest product news, exclusive offers and Ploom experiences by subscribing to our newsletter.

    By clicking Subscribe, you confirm that you would like to receive emails from Ploom. Your data will be processed in accordance with our Privacy Policy.

    Newsletter

    18+. THESE PRODUCTS ARE NOT RISK FREE AND ARE ADDICTIVE.

    Ploom

    Products

    • 21 Day Trial
    • Bundles
    • Devices
    • Refills
    • Accessories
    • Request a demo

    Support

    • Contact Us
    • Store Locator
    • Help & Support
    • FAQ
    • Product Help
    • Returns
    • Ploom Promise
    • Delivery

    Company

    • What is Ploom?
    • Blog
    • Terms of Use
    • Environment

    Ploom:

    • JTI UK
    • Members Hill, Brooklands Road
    • Weybridge, Surrey
    • KT13 0QU
    • Sitemap
    • Ploom UK © 2021
    • Privacy
    • Terms & Conditions
    • Cookie Policy