Terms & Conditions
These terms and conditions govern your use of our website. Please read these terms in full before you use this website. If you do not accept these terms and conditions, please do not use this website. Your continued use of this website confirms your acceptance of these terms. We may update our terms and conditions from time to time, and any change will be accepted by you by continuing to use our website so please refer back to here to stay updated with our T&C's.
(3) LICENCE TO USE WEBSITE
Unless otherwise stated, we or our licensors own the intellectual property rights in the website. Subject to the licence below, all these intellectual property rights are reserved.
You must not:
(a) republish material from this website (including republication on another website);
(b) sell, rent or sub-license material from the website;
(c) show any material from the website in public;
[(d) reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose;]
[(e) edit or otherwise modify any material on the website; or]
[(f) redistribute material from this website [except for content specifically and expressly made available for redistribution [(such as our newsletter)].]
[Where content is specifically made available for redistribution, it may only be redistributed [within your organisation].]
(4) ACCEPTABLE USE
You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.
You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.
You must not conduct any systematic or automated data collection activities (including, without limitation, scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent.
[You must not use our website to transmit or send unsolicited commercial communications.]
[You must not use our website for any purposes related to marketing without our express written consent.]
(5) RESTRICTED ACCESS
Access to certain areas of our website is restricted. We reserve the right to restrict access to other areas of our website, or indeed our whole website, at our discretion.
If [we provide you with / you generate] a user ID and password to enable you to access restricted areas of our website or other content or services, you must ensure that the password is kept confidential.
You must notify us in writing immediately if you become aware of any unauthorised use of your account or password.
You are responsible for any activity on our website arising out of any failure to keep your password confidential and may be held liable for any losses arising out of such a failure.
You must not use any other person's user ID and password to access our website[, unless you have that person's express permission to do so].
[We may disable your user ID and password at any time in our sole discretion with or without notice or explanation.]
(6) USER CONTENT
You grant to us a worldwide, irrevocable, non-exclusive, royalty-free licence to use, reproduce, adapt, publish, translate and distribute your content in any existing or future media. You also grant to us the right to sub-license these rights and the right to bring an action for infringement of these rights.
Your content must not be illegal or unlawful, must not infringe any third party's legal rights and must not be capable of giving rise to legal action whether against you or us or a third party (in each case under any applicable law).
You must not submit any content to the website that is or has ever been the subject of any threatened or actual legal proceedings or other similar complaint.
We reserve the right to edit or remove any material submitted to our website, or stored on our servers, or hosted or published upon our website.
(7) LIMITED WARRANTIES
We do not warrant the completeness or accuracy of the information published on this website; nor do we commit to ensuring that the website remains available or that the material on the website is kept up to date.
To the maximum extent permitted by applicable law, we exclude all representations,
warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law in respect of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).
(8) LIMITATIONS AND EXCLUSIONS OF LIABILITY
[To the extent that the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.]
[We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control.]
[We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.]
[We will not be liable to you in respect of any loss or corruption of any data, database or software.]
[We will not be liable to you in respect of any special, indirect or consequential loss or damage.]
(10) BREACHES OF TERM & USE
(14) EXCLUSION OF THIRD PARTY RIGHTS
(15) ENTIRE AGREEMENT
(16) LAW AND JURISDICTION
(17) PROCESSING ORDERS
We have a standard 1-3 working day processing time on all orders. If you place your order after 3pm then your first working day starts from the day after you placed your order. This is due to post being sent out at 3:30pm (GMT). This is the maximum length of time you can expect to wait, 95% of the time we dispatch orders within 1 working day (after order received). Any orders received after Friday 11am may NOT be posted until after the weekend, so please allow for the extra time you will be expected to wait. We do not process or post orders over the weekend.
Large orders or orders from Vendors can take up to 3 working days to process & dispatch so please ensure you order your goods in good time. We can not guarantee whether it will take one, two or three days, so always allow for the max time given
ADDING ITEMS TO YOUR ORDER
If you wish to add items to your order please give us a call or email. Once we agree to it, the extra monies are the paid into our PayPal account before we process and dispatch the order. PayPal charge us 20p per transaction so if you decide to add to the order you must also add the 20p charge to the cost.
Please do not leave us messages via the PayPal page, we do not see these messages, as we take all orders directly from our website platform.
(18) DELIVERY IN THE UK
We will post your order via Royal Mail 1st/2nd Class, Royal Mail 24/48 Hour Tracked or via DHL Parcel UK Next Working Day. Any orders that contain over 2 litres of liquid in total may have to be sent via a courier company selected by ourselves, it will be a signed for service. Any orders placed without selecting the correct postage rates will be held, we will email you with the excess amount that you will need to pay before we dispatch your order. The courier charges for over 1KG are estimates only, once the package is weighed we will email you if there is any excess to pay. Orders will not be sent until all monies are received.
If you have selected a non-signed for delivery method but we feel the parcel is of too much value to send that way, we will upgrade it via a signed for service. This protects us from any expensive missing parcels that may occur.
Although Royal Mail 1st/2nd Class is usually delivered in 1-3 working days, it is NOT a GUARANTEED delivery service in this time period. Once we have handed the goods to Royal Mail it is out of our control, you must allow up to 10 workings day for delivery (20 for Europe and 25 for Worldwide). Any changes to Royal Mail's lost parcel policies will apply to your parcel. Once this 10/20/25 working day wait is up, if you still haven't received the order, we shall resend it out to you. If your parcel goes missing a second time, your shipping address will be deemed as unsafe and a signed for service will only be applicable when you shop with us. All lost packages must be reported to us within 2-3 weeks to enable us to conduct a fair and timely enquiry to Royal Mail. Packages reported after this time will be much more difficult to locate. If we send you item(s) and Royal Mail are unable to deliver for whatever reason and the parcel is then sent back to us you will be responsible for the additional postage costs for us to re-send the parcel.
Royal Mail 24/48 Hour Tracked: If you select this postage method Royal Mail will email and/or text you with your tracking information on the day of delivery. This is a 1-2 working day delivery and Royal Mail do deliver on Saturdays. If you place your order on a weekday before 1:30pm and choose 24 HOUR TRACKED, your order will be dispatched same day and be delivered the next working day. Please note this is NOT a guaranteed next day delivery however 9 times out of 10 Royal Mail will deliver the next working day. If we dispatch your order the same day (before 1:30pm), then we have met our contractual agreement regardless if Royal Mail deliver the next working day or not.
DHL Parcel UK Next Working Day: This postage method is only available for mainland UK. Northern Ireland, Scottish Highlands and Channel Islands are excluded. If this postage is selected and your shipping address is not in the UK mainland, you order will be sent via Royal Mail 48 Hour Tracked. If you select this postage method UK Mail will email and/or text you with your tracking information including parcel tracking. UK Mail only deliver Monday-Friday. If you place your order on a weekday before 1:30pm and choose this service, your order will be dispatched same day and be delivered the next working day. Please note this is NOT a guaranteed next day delivery however 9 times out of 10 UK Mail will deliver the next working day. If we dispatch your order the same day (before 1:30pm), then we have met our contractual agreement regardless if UK Mail deliver the next working day or not.
Alternative Courier Company: If your parcel is over 2KG we reserve the right to send your parcel via a different courier method regardless of the postage you have selected. This service is a 1-3 working day service. Furthermore we cannot always guarantee 1-3 working day delivery as we don't personally deliver the parcels and a courier company deliver for us. This service is a signed for service as you will need to sign for your parcel on delivery however you can contact the courier company and ask them to leave it in a safe place if you are not in (if they offer this service).
Once your order has been dispatched the chosen courier company should email and or text depending on the information you supplied with your tracking information. If the delivery time frame isn't suitable, it is the customer's responsibility to rearrange the delivery time. Once we have dispatched your order, the contract is now between you and the courier service. If you need any assistant, we will do our best to help where we can.
Free Delivery: If you select this postage method please note it can take up to 7 working days for your order to be with you, all paid postage take priority over this shipping method. Free Delivery is only available if you spend over £30. This shipping method is not applicable when there is a sale or a discount code active.
Incorrect or incomplete shipping address: Upon checkout if you input an incorrect or incomplete shipping address we will do our best to catch these mistakes however it isn't always possible and if your order is dispatched to a incorrect/incomplete address your order will be sent back to us. Once your order has been delivered back to us, we will re-send the parcel out to you once you have supplied the correct delivery address and re-paid the postage cost including PayPal fees. If you wish to then cancel the order, we will cancel and refund the order excluding postage cost.
(19) DELIVERY OVERSEAS (EU, WORLD ZONE 1 AND WORLD ZONE 2)
Royal Mail's EU, World Zone 1 and World Zone 2 is explained here - Any changes to Royal Mail's international delivery will apply to us so please check their website for any updates.
The shipping price on our website is also only a estimate, if it costs more once we have packaged and weighed it we will email you the excess cost, which will then be payable via our PayPal account prior to us dispatching it.
We will not refund any postage costs you may have paid if your goods are seized, destroyed or returned. If goods are destroyed by customs a refund will not be offered. If goods are sent back by customs then we will refund any goods returned MINUS the shipping costs. By shopping on our website you agree to these terms of overseas shipping. Please see "(20) OVERSEAS ORDERS" for more information.
Incorrect or incomplete shipping address: Upon checkout if you put an incorrect or incomplete shipping address we will do our best to catch these mistakes however it isn't always possible and if your order is dispatched to a incorrect/incomplete address your order will be sent back to us. Once your order has been delivered back to us, we will re-send the parcel out to you once you have supplied the correct delivery address and re-paid the postage cost including PayPal fees. If you wish to then cancel the order, we will cancel and refund the order excluding postage cost.
(20) OVERSEAS ORDERS
You MUST ensure your country allows your chosen items to be imported, we are NOT responsible for any custom seizures or custom charges. These are your responsibility, so please check before ordering. If customs hold your package or delay your package we are not responsible as long as the package is traceable we have met our contract with overseas customers. We are not responsible for replacing or refunding the goods seized by customs. You must contact customs and try to sort out the reason for the seizure. It is a possibility that orders containing nicotine products or CBD can be seized and destroyed by any custom border control, this can either be the full order being destroyed, or the nicotine/CBD product being removed/destroyed and the remainder package sent back to us. If the product is removed, we will refund the order minus the seized product and shipping costs once we have received the package back.
Please also note orders containing small bottles of liquid are subjected to air pressure on the flight to the overseas destinations although our bottles are leak proof, the air pressure on the flight to the destination can expand the bottle causing the lid to dislodge which may cause leakage. We, as vendors, are also given the same warning from our suppliers in the US.
(21) RETURNS & CANCELLATION RIGHTS
Under the "Health and Safety Regulations" we are UNABLE to accept returns on any liquids! Please ensure the flavour or mixing liquid you have chosen is the correct one. We do not offer any refunds on liquids if a customer doesn't like the taste, taste is subjective. We recommend that all customers purchase a 10ml concentrate or the smallest size available to try to the flavour before purchasing a bigger quantity.
Purchased CBD products: All CBD products are made to order, and are specific to each customers requirements. As they are made to order, we cannot cancel or amend the order once the product has been processed or dispatched. The only time we can cancel or amend an order is if we have not begun to make the oils/liquids.
(22) DISTANCE SELLING REGULATIONS & RETURNS POLICY
Under the Distance selling regulations act, any buyer that has placed an order on the Internet has up to 7 days to return or cancel an order. It must be unopened and in the same packaging that it was sent out in (liquids are excluded due to health and safety as they are consumables, also e-liquids are "made to order"). To return an item you must email us first, stating your name, address, order details and why you wish to return the item(s) ie: "Quality not as expected" (or) "wrong item ordered" (or) "changed mind" etc. LIQUIDS ARE NOT RETURNABLE. We will then email you the returns policy and details, you must return the item(s) via Royal Mail 1st or 2nd class WITH proof of postage (if items are lost in the post & you do not have proof of postage we will NOT refund the cost of the order/delivery. The cost of returning item(s) due to changing your mind will be payable by you. Once we have received the item(s) we will inspect the goods, and if they are in the same condition and packaging that we sent them out in, we will refund the cost of the order via the same way you paid (ie: paypal) minus the original postage costs when you bought the item(s). You can expect the refund within 5 working days (Although it is more than likely we will refund on the day we have received them back).
(23) DAMAGED GOODS
We take extra precautions to ensure the safe arrival of your item(s), using padded jiffy bags, plastic mailing bags and larger orders are placed inside a box. Any item(s) received damaged must be reported as soon as you are aware of the damage(ie: when you have received the item(s). Photographic evidence and a full description must be provided, so you can file a claim against Royal Mail (all packages are automatically insured against loss/damage, with a compensation of £20 payable by Royal Mail. You will be responsible for filing the claim with RM, however, we will provide you with the certificate of postage and any other information that RM may request to review your claim. ALL of our bottles that contain liquid are LEAK proof, each bottle has been squeezed hard prior to dispatch to ensure no defective bottles are dispatched. We purchase good quality, leak proof bottles, so you should not experience any issues. (Larger bottles over 100ml are usually always dispatched in a box for added protection.
(24) COURIER SERVICE AND INSURANCE
Once we have processed your order we will then book the courier collection for the following day (mon-fri only), the courier company then delivers to you the day after (day after collection) on weekdays only. If you require a saturday delivery the company charges a £5 fee. A signature is required on all deliveries.
If the courier company leave your package in a safe place without a signature, and it goes missing, you must report it to us ASAP. You will need to make a full report to the courier company, so that they can process a claim.
When we book a courier to deliver your item(s) it only comes with a standard £20 insurance claim/cover. If you require a higher cover you MUST email us prior to ordering so we can get a quote from the Courier company.
(26) WHOLESALE/LARGE ORDERS
Any orders that are placed on our website in BULK sizes will be weighed once packaged, and we will email you the exact postage/courier costs. Wholesale/bulk orders are any orders placed that are too large to go into Royal Mail small parcel sized boxes, and, or, quantity of items classed as larger than usual for the general public.
(27) VENDORS DISCOUNT CODES (IMPROPER USE & EXCLUSIONS)
Vendors codes are specific to that vendor. If we find that code has been used by another person, we will immediately remove the code from the vendor that it was issued to and they will not be given any further codes. Please ensure you keep your codes safe.
Codes can only be used by the vendors it was issued to and their address. A vendor can not only be used by the vendors it was issues to and shipped to their address. A vendor can not use their account and codes to shop for friends and family and therefore cannot be sent to a different address. If a vendor misuses the code or it appears they have, we will not process the order until we have emailed the vendor and received a response.
We do not claim that e-liquids or DIY liquids are a cessation product for smoking. It is merely a smoke free alternative. We are not a pharmaceutical company nor do we sell medical products. Nicotine is addictive, please use it responsibly. This site is only intended for those 18 years and over.
We also do not claim that any flavour concentrate available for purchase either from us or any other brands are 100% safe for vaping. No manufacturer or seller can claim this as not enough research has been done on the safety of inhaling any of the liquids available to the vaping community. All of our flavours from our own brands, are diacetyl, acetyl propionyl and acetoin (diketones) free. For other brands we stock, you as the customer need to contact the manufacturer directly and ask. This information can usually be found on their websites. By purchasing from our site you agree to these terms and conditions and understand that inhaling any form of vapour from liquids are done so at your own risk.
(29) PRICE ERRORS/HIDDEN PRODUCTS
If products are wrongly uploaded with incorrect prices, especially obviously incorrect prices such as £0 etc, we reserve the right not to supply the product at that price. We will email you and ask if you still require the item(s) and the price the item should be. Any other glitches or errors on the website which may cause incorrect totals (monies), you as the customer will be contacted and remaining balance must be paid before your order being dispatched. In some cases it may be easier to cancel and refund the order and then re-place the order. In the error/glitch circumstances we may offer a 5% discount for the inconvenience.
Products (out of stock items) are hidden from the public view but at times can still be accessed by the public which is a error. If this happens we will email you and let you know or we will make a note on your invoice that we send with your other items. We will issue a refund or replace the out of stock items with your consent via email communication.
(30) OUT OF STOCK ITEMS & FLAVOURS BRANDED KANDI-HED
We try to stay on top of our stock control, however at times we could have literally sold the last of a product prior to your order being processed. If this happens we will email you to let you know and ask whether you want a replacement and/or a refund. If we don't hear back from you we will send out your order without the out of stock item and issue a refund.
We use several flavourists/suppliers for our own branded flavours. At times one flavour may be unavailable from one supplier, and therefore we will use the 2nd supplier. Due to this, there may, at times, be a difference in strength of flavour, or a slightly different taste. The flavour will, of course, always be the same, i.e : strawberry, banana, liquorice etc, but the flavour may taste slightly different, stronger/weaker due to different methods of extraction/creation of the flavour. All the flavours will have the same mixing ratio ability as any other branded flavour we sell, ie 10-20%, but some can be mixed at 5% (Our stronger flavours).
(31) SPECIAL OFFERS AND PROMOTIONS
If we hold a special offer or promotion, we do not encourage customers to make several orders on the same day to take advantage of such offers. If customers are found to have done so, we retain the right to combine postage for all items, but retain all the shipping costs to recover costs of the giveaway item(s) card payments and, or, paypal costs.
(32) MULTIPLE ORDERS OF SAME FLAVOUR/LARGE LETTER 50ML BOTTLES
If ordering large/multiple orders of the same flavour, we reserve the right to provide them in larger bottles. For example, if purchasing 20 x 10ml bottles of the same flavour, we may provide it in 2 x 100ml dropper bottles. Please note our flavours are only for use for you to mix your own liquids, or those that buy pre mixed liquids from you. THEY ARE NOT FOR RE SALE. We also reserve the right to supply 3 x 10ml bottles in replacement of 30ml size bottles, to enable us to fit them into letterbox size packages. If you have ordered a 50ml size flavour and your parcel is small enough to fit into Royal Mail large letter, a 50ml flat twist cap with no dropper will be sent. If your order is a small-medium parcel, a 50ml round LDPE bottle will be sent.
(33) ORDER PROCESSING
Once your order is placed it cannot be amended. If you make multiple purchases on the same day, and we catch it in time we will combine postage and refund any excess once the package has been weighed. As there are different staff here handling orders, it is not always noticed that multiple orders have been made, so please ensure you have everything in your basket that you need before checking out. From 9am-4pm we are extremely busy processing and packaging orders ready for Royal Mail collection at 4.10pm, we are therefore not always able to answer the phone during these times, the best way to contact us is to email email@example.com, we occasionally check in on the emails every few hours. Although it may be frustrating not being able to chat to us on the phone at times, it is essential that our time is spent processing the orders to maintain our fast processing time limits. There was a time when we stopped work to answer calls, but we ended up back logged, as 90% of the calls were requesting advice on how to mix, (which we do not give) or chasing up orders that were placed the day before. Our time is better served completing orders, and we are sure most of you would prefer fast deliveries. Bear in mind we are an online store.
(34) CHECKING OUT CORRECTLY TO AVOID DELAYS
Please note: A few customers are experiencing delays in their orders being dispatched due to the fact they are not completing the checkout process. To ensure you have fully checked out you must allow the payment platform to return you back to our website, once this is done it turns amber light green, which lets our team ( and the system) know payment has been received. Failure to check out correctly means the light remains amber and no payment details are logged onto our system. It is down to each customer to fully checkout, otherwise they may experience delays, we will only know you have made a payment once you email us asking where your order is. Flavour Hub LTD will take no responsibilities for any delays or aggravation you may endure if you have failed to complete it.
If we are out of stock of some of your selected products we will refund the amount paid via the same payment method it was made by/ PayPal refunds can be expected between 1-14 days, and card payments can take up to 25 days. We aim to always refund within 1-2 days, however we quote more days to allow for any delays if the owner is away and unable to refund ( for example away on holiday). Staff do not have access to payment methods and therefore can not issue refunds.
(36) CERTIFICATE OF ANALYSIS
Our nicotine's certificate of analysis: If you require these certificates please email us. If we have sold you the product we will email the paperwork.
VG and PG Certificates: If you require these certificates please email us. If we have sold you the product we will email the paperwork.
FLAVOUR certificates: Please note if you are purchasing branded flavours (anything other than Kandi-Hed range) and you require the certificate of analysis please go onto the manufacturers website to view them. We are unable to request every certificate from various manufacturers. Please bear in mind we are re-sellers and not the manufacturers. ALL of our flavours from our own brands are diacetyl, acetyl and ethanol free (manufacturers stopped using it to cater to the vaping industry). If you require a certificate from the Kandi-Hed range please email us with the flavour(s) you have purchased from us and we will request it from our supplier. We can not email you certificates of flavours you have not purchased from us, this is to prevent customers using our suppliers certificates for other products. This is normal practice of any re-seller. As we use multiple suppliers, getting a certificate of analysis from one of our suppliers could take 3-4 weeks, so please remain patient. Once we are in receipt of the certificate, you will be emailed it over.
If you receive an email to leave a review on a product and you do leave a review via that email link you will receive another email with a discount code. This code can be used on everything excluding CBD products and wholesale products.
(38) DISCOUNT CODES
You will also not be allowed to apply any discount codes including vendor codes to wholesale products. These include Wholesale Nicotine Shots, Unbranded Nicotine Shots, White Label Nicotine Shots, Wholesale 10ml PET bottles, Wholesale CBD Isolates and Wholesale CBD Vape Juice. If you do apply a code to these, your order will be held until full payment is taken.
(39) LOYALTY POINTS
By joining our loyalty programme you as the customer can earn points as you shop. This points can then be redeemed for a discount code. This discount code can be applied to everything on the website excluding CBD products, DIY mixing kits and wholesale products.
(40) *WEBSITE BANNER
This processing time advertised on our banner on the main homepage is only an approximate and is only applicable on working days (Mon-Fri). We withhold our right to use up to 3 working days for processing orders if needed as stated above in these T&C's.
(41) GIFT CERTIFICATES
All Gift Certificates are non-refundable, will expire in 365 days (a year) from purchase. The value of a gift certificate is from £5-£1000. You can redeem all of the gift certificate at once or redeem some and leave a balance.
(42) PAYMENT METHOD FOR CBD PRODUCTS
Due to PayPal's changes in their policy/terms and conditions, customers can no longer purchase any CBD items via a PayPal payment. In order to purchase any CBD product including oils, e liquid, CBD mixing kits, terpenes and isolates, you must pay by credit/debit card. PayPal payments are not accepted. If any of these items are added to your cart upon checkout the only payment option available will be "Credit/Debit Card (WorldPay)"
Flavour Hub LTD
Essence of Life™