Shopping & Return Policy

Return & Refund Policy

This Return & Refund Policy sets out your rights when purchasing electronic cigarette and vaping products from us online. We comply with the UK Consumer Rights Act 2015 and relevant e-commerce regulations.

1. Eligibility for Returns
   1. For hygiene and safety reasons, e-liquids, pods, and disposable devices cannot be returned once opened or used.
   2. Hardware (such as vape kits, batteries, chargers, and accessories) may be returned if unused, in original packaging, and within 14 days of receipt.
   3. If your product is faulty or not as described, you are entitled to a repair, replacement, or refund in accordance with UK consumer law.
2. How to Return
   1. Contact our customer service team at info@dianziyan.shop within the return period.
   2. Provide your order number, product details, and reason for return.
   3. We will issue return instructions, including the return address.
   4. Customers are responsible for return postage unless the item is faulty or we sent the wrong product.
3. Refunds
   1. Refunds will be issued to the original payment method once we have received and inspected the returned items.
   2. We aim to process refunds within 7–10 working days.
   3. Delivery charges are non-refundable unless the item is faulty or incorrectly supplied.
4. Exclusions

We cannot accept returns of:
• Opened or used e-liquids, pods, or disposable vapes.
• Items not returned in their original condition or packaging.
• Products damaged due to misuse, neglect, or unauthorised modifications.

5. Warranty on Hardware

Most hardware devices come with a manufacturer’s warranty (typically 3–12 months). Warranty covers manufacturing defects only. Please retain your proof of purchase for claims.

6. Your Consumer Rights

This policy does not affect your statutory rights under UK law.

Shipping Policy

This Shopping Policy sets out your rights when purchasing electronic cigarette and vaping products from us online. We comply with the UK Consumer Rights Act 2015 and relevant e-commerce regulations.

1. Order Processing

1.1 All orders are processed within 1–2 working days after payment confirmation.
1.2 Customers will receive an order confirmation by email once payment is received.

2. Delivery

2.1 Orders are delivered by Royal Mail or other reliable UK couriers.
2.2 Standard Delivery(next day Delivery): 1-2 working days.
2.3 Express Delivery: 1–2 business days (if available at checkout).
2.4 We currently only deliver within the United Kingdom.

3. Age Verification

3.1 By placing an order, you confirm that you are 18 years or older.
3.2 All orders are subject to age verification checks.
3.3 We reserve the right to cancel any order if age verification fails.

4. Shipping Fees

4.1 Delivery charges are displayed at checkout before payment.
4.2 Any promotional free-shipping offers will be shown on the product or checkout page.

5. Lost or Damaged Parcels

5.1 If your order is lost, delayed, or arrives damaged, please contact us within 7 days of delivery.
5.2 We will investigate with the courier and provide a replacement or refund where applicable.