Cancellation & Returns Policy

Cancellations & Order Amendments

If you place an order on SKYCIG.co.uk and decide you want to cancel the order or change the address, you must notify our Customer Services Team immediately and we will endeavour to retrieve the order before it is dispatched.
At SKYCIG, we always aim to dispatch our orders as quickly as we can, in order to give our customers the most efficient service possible. As a result of this, we cannot always guarantee that we will be able to cancel orders or amend addresses on orders, even if you notify us the same day the order was placed.
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 - Contact our team to cancel your order or change the delivery address.
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 the address or cancel the order before it has been processed, our Customer Services Team will attempt to 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 (including kits) are subject to a cooling off period of 7 business days. This means that if you would like to return your order for a refund for any reason, 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. Unfortunately we will be unable to accept requests made after this time, unless the item is a Freedom Pack or a Start Pack which can be returned under the 30 Day Money Back Promise.

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

On very rare occasions a faulty item may slip through our stringent quality checks and make its way out to you. Should you receive one of these, please accept our apologies and notify us immediately via email at support@skycig.co.uk (writing "Faulty item" in your subject line) or by calling us on 0800 0149 355. 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. In instances where no sender address is provided and we have insufficient details to process the return, items will be destroyed with no replacements or refunds issued.

SKYCIG 30-Day 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, please get in touch with our Customer Services Team who will provide you with instructions on how to return your items. To read the full terms of the 30 Day Money Back Promise, please see our Terms & Conditions Page

Key terms are as follows:

  • No refund can be granted more than 30 days after date of receipt.*
  • Refunds are only available for Freedom Kits and Start Packs (1 per customer), not for cartridge 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.

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

Additional Information

Certain SKYCIG products are warranted against defects in workmanship or materials. Please see the SKYCIG Warranty page for full details. SKYCIG reserves the right to refuse any return, refund or exchange request that does not substantially meet our requirements or terms and conditions.

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