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Frequently Asked Questions

Terms & Conditions

You should read these terms and conditions carefully before buying from us, and we recommend you keep a copy for your own reference.

  1. ABOUT US
    1. This website is owned and operated by: Zandera Ltd - Company Number: 06838726 UK VAT Registered: 990858856
    2. Making contact with us directly is easy: Zandera Ltd, Unit 18, Buntsford Hill Business Park, Bromsgrove, B60 3DX
      If you wish to make an enquiry we recommend contacting our sales and customer services team via the following methods, we are open 7 days a week:
      Email: info@e-lites.co.uk
      Phone: Sales and support: 0800 1123 401 or 01527 573444
      Opening hours:
      Monday – Friday – 9am – 8pm
      Saturday, Sunday & Bank Holidays – 9am – 4pm
  2. PLACING AN ORDER
    E-Lites Electronic Cigarettes make it incredibly simple for customers to place an order without any added stress via the following methods, we take orders through our sales team on 0800 1123 401 or 01527 573444, on our website and by both cheque and postal order. Please make any cheque and postal orders payable to Zandera Ltd.
    1. Placing an order with us is a simple and painless process, you can call our friendly and helpful sales team on 0800 1123 401 or you can select the products you wish to purchase on our website and input your card details by following the simple steps on screen after selecting the initial product you want and ‘Add to Basket’, doing this you will also see the correct area to enter any discounts codes you may have, if you wish to order more than one product then simply click ‘Continue Shopping’ and add any more products you want to the cart. We recommend registering and creating an account through the website so you can keep a track on your order history easily and of course receive possible promotions from us if you sign up to our prestigious discount club. All orders are subject to these terms and conditions and our privacy policy, which is available on our website. When ordering by telephone our operator will have referred you to these conditions and a copy will be sent with your order. Postal orders are accepted on the basis of these conditions and again a copy will be included with your order.
    2. By placing an order you are offering to buy goods from us upon these terms. We will let you know that we have received your order but this does not mean that your order has been accepted. Completion of your order is subject to availability of stock. There is no contract between us until we have accepted your order.
    3. When we have accepted your order, we will confirm your order on the telephone if you order by phone, or by email if you order via the website. For orders received by post we will not generally send a separate acceptance of your order but by completing and delivering your order we are accepting it, otherwise we will send you a refund. We recommend keeping your confirmation in a safe place in case of any query you may have. For website orders we strongly recommend entering a valid email address so we can successfully provide you confirmation and of course an order number for your own peace of mind.
    4. If we cannot supply you with the goods you have ordered, we reserve the right to supply you with substitute goods of similar quality and function. If we supply you with substitute goods, you do not have to keep them and can return them at our cost if they are not acceptable.
  3. DELIVERY
    1. Once we receive your order and it’s accepted we will ordinarily dispatch your order on the same or next working day. Any orders placed on a Friday may be dispatched the following Monday. We dispatch all orders with UK addresses via Royal Mail’s Track and Trace delivery service, or equivalent (none of which are guaranteed next day delivery). Delivery can typically take up to 48 hours but in exceptional circumstances may take longer. You will be informed of all delivery charges before you confirm your order.
    2. Please inspect your delivery and report any goods found to be damaged or faulty as soon as you can and in any event within 48 hours of delivery to you.
    3. Please allow 28 days for delivery (from the date of placing your order) before reporting your order as undelivered. Most items are available for delivery within 28 days of your order. If we are unable to supply you with your goods within this time, we will endeavor to contact you to let you know and give you a revised delivery date. You will normally be given the option to cancel or amend your order if this is the case.
    4. If we fail to supply you, or supply you with goods that are damaged, faulty or misdescribed after a reasonable examination by us both, we will replace the item free of charge or refund your money. In these circumstances we reserve the right to ask you for independent confirmation of any claimed faults and/or to return them to us or a 3rd party for inspection.
  4. YOUR RIGHTS WHERE GOODS ARE NOT SATISFACTORY QUALITY, FIT FOR THEIR PURPOSE OR MISDESCRIBED
    1. Repair or replacement.
      1. Unless they have faults reported to us as result of your initial examination of the goods (see 3.2 and 3.4), we will repair any goods that are faulty, unsatisfactory or unfit for their purpose (see 4.1.2), or offer you a like-for-like replacement (see 4.1.3) or we may offer you a refund. If we supplied you with the goods more than six months ago, we reserve the right to ask you to prove that the goods were faulty when we supplied them to you.
      2. If we offer you a repair, and a repair is not possible or not possible within a reasonable period of time, we will offer you a refund equivalent to the replacement cost of the item, taking into consideration its age and any fault-free use you have had from it.
      3. If we offer you a replacement and a like-for-like replacement is not available or not available within a reasonable period of time, we will offer you a refund equivalent to the replacement cost of the item, taking into consideration its age and the fault-free use you have had from it.
      4. Any additional costs associated with repair or replacement of faulty goods will be borne by us. This will include the cost of return delivery of the item to us or to a mutually acceptable third party repairer (see 4.1.6).
      5. Replacements and refunds will be on a like-for-like basis. This means you may not receive a new item as replacement or a full refund if you have had the goods for a while or if you have had a reasonable period of fault free use from them.
      6. We reserve the right to ask for independent third party confirmation of any faults. If this is necessary, we will initially bear the costs but may ask you to reimburse us if the goods are found to be satisfactory. We shall inform you that we intend to seek confirmation of the claimed faults before we do so and who we will be approaching to do this. You may suggest alternative independent third party.
      7. Goods with faults due to normal wear and tear or damage caused by misuse will not be repaired or replaced free of charge.
    2. Refunds
      1. Full refunds will be given as a result of claims under Section 3.4. All other refunds will be based on the replacement cost of the goods. This means you may not receive all the money you paid.
      2. Money will ordinarily be refunded to the same account debited during purchase. Refunds and partial refunds will ordinarily be completed within 30 days.
  5. YOUR RIGHTS UNDER THE CONSUMER CONTRACTS (INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS 2013 (CCR)
    1. You have an unconditional right to cancel your order within fourteen days from the day of delivery. PLEASE NOTE: You must take reasonable care of the goods during the cancellation period.
      1. To cancel your order under the CCR:
        - Send an email or write to us telling us you wish to cancel the order. Include enough information for us to identify you and your order; this includes your most recent order number and your name and full address.
        - Parcel up the items you are returning securely to minimise any damage that may be caused during delivery. Please include a copy of your notification of cancellation or order confirmation so we can trace your order quickly.
        - Return the items to us via an appropriate carrier. PLEASE NOTE that returning goods under the cooling-off period allowed by the CCR is at your cost unless we have supplied alternative goods that you have not found acceptable.
      2. Once you have notified us of your intention to cancel the contract we will refund you the cost of your order and its delivery as soon as we can. This will always be within 14 days of us receiving the goods back.
    2. This section does policy does not affect your legal rights as outlined in sections 3 and 4.
  6. OUR RETURNS POLICY
    1. To return a product to us simply send it to the following address: Zandera Ltd, Unit 18, Buntsford Hill Business Park, Bromsgrove, B60 3DX. Please include a description of the problem, where you bought the product and your contact details so we can keep you informed.
  7. PRICING
    1. Prices quoted are inclusive of VAT.
    2. From time to time we will have to change the prices of items. This will not affect the status of confirmed orders and in this case you will only pay the price contained in your order confirmation. If the prices of an unconfirmed order changes, we will let you know and give you the option of cancelling the order.
  8. ABOUT THESE TERMS
    1. These terms came into force on the 13/06/2014 and apply to all orders made after 0000hrs on that day.
    2. These terms does not affect your statutory rights relating to faulty or misdescribed goods (section 4) or your right to cancel orders under the CCR (section 5). If you want more information on these rights, they are available from your local Trading Standards Department or Citizens Advice Bureau.

To download our cancellation form please click here.

E-Lites is the trading name Zandera Ltd. Zandera Ltd is a limited liability company registered in England & Wales (registered number 06838726) and its registered office address is The Oakley, Kidderminster Road, Droitwich, Worcestershire, WR9 9AY.