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Cancellation & Returns

Cancellations & Address Changes: If you place an order on SKYCIG.co.uk and decide you want to cancel the order or change the address; you must notify us our Customer Services Team immediately and we will endeavour to retrieve the order before it is dispatched.
To see whether it may be possible to cancel or amend your order, we recommend checking your order status by logging into your SKYCIG Account. This information can be found by clicking on My Account and scrolling down to "Order Information", or you can click here to view your order history.

If your order status is Processing - You will be able to cancel your order.
If your order status is Awaiting Dispatch - We will be unable to trace your order & will not be able to cancel it.
If your order status is Shipped - Your order has left our possession and we will be unable to cancel it.

In the event that it is not possible to alter or cancel the order before it has been processed, please contact our Customer Services Team so that we can make arrangements to recover the order, or have it returned once you receive it.

Returning for a Refund: All items sold on the SKYCIG website are subject to a cooling off period of 7 business days. This means that you will be entitled to a full refund on any unopened and unused items purchased within this time period. This 7 working day period begins the day that you receive your order*. In order to qualify for a refund under the 7 day cooling off period, you MUST report your request to our Customer Services Team before the end of the 7 days. Once your return is authorised, we will provide you with a Freepost label to use when returning your items and send you updates as we receive and process your goods.
*For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.

Returning for a Replacement: Should you receive a faulty item, please accept our apologies and notify our Customer Services Team immediately. At this point, a member of our team will take you through some troubleshooting questions to see if it is possible to resolve the issue at home. If we are unable to solve the problem this way, we will then provide you with a Freepost label in order to return your items.
In order to be eligible for replacements, your items must be within their warranty period and you MUST notify us of the problem you are experiencing as soon as you notice it. Before we are able to issue a replacement, we request that you send back the faulty item, using a freepost label that we will provide you with. This will allow our Product Analysis Department to put it through our rigorous testing procedures in order to verify and identify the fault. The testing process is usually completed within 5 business days of having received your items and we will send you updates through each stage of the process.

N.B. Please ensure that you contact our Customer Services Team before you return your items to us. Unauthorised returns may take significantly longer to process or may be returned to sender.

Money Back Promise

SKYCIG is committed to delivering excellent value and a consistently reliable service.

However, if for any reason you find yourself unsatisfied with your SKYCIG Kit, feel free to return your order within 30 days for a refund.

In order to do this, connect with our Customer Service Team by email at support@skycig.co.uk or via phone at 0800 0149 355. A member of our team will be happy to take you through the steps needed in order to return your items and will provide you with a Freepost Label to affix to your package.

Refund Terms are as follows:

• No Refund can be granted more than 30 days after purchase.
• Refunds are only available for Freedom Kits & Start Packs (1 per customer), not for refills or accessories.
• Each Freedom Kit is subject to a £10 processing & administrative fee.
• Each Start Pack is subject to a £5 processing & administrative fee.
• We cannot provide a refund if the product is damaged and if you did not report this upon receipt.
• We may refuse the right to a refund if we have provided you with replacement parts prior to your refund request.

30 Day & 1-Year Warranty

With our commitment to deliver an extraordinary service and a high calibre product, we guarantee to the original buyer that your order is free from defects in material or workmanship for a period of one year from the original purchase date. This warranty applies to the product in normal use and is subject to all product usage documentation. This warranty does not apply to consumable items such as batteries and cartridges.

Warranty Terms are as follows:

• The original buyer of SKYCIG products including USB stick charger, USB charging cable, Mains Adaptor, and Charging Case are warranted for a period of 12 months from the date of receipt* and may be repaired or replaced at our discretion up to a maximum of once.
• SKYCIG Batteries are consumable items and are warranted for 30 days from the date of receipt*. Thereafter extras may be purchased online as needed or desired. Regular replacement of batteries is recommended for best usage results.
• SKYCIG Cartridge Refills are consumable items and not under warranty.

*For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.