Returns Policy

Thank you for purchasing from Kingston Trading (UK) LTD T/A Kingston Distro. We value your business and want you to be satisfied with your purchases. Due to the nature of our products, we have specific guidelines regarding returns, exchanges, and refunds.

Please read the following terms carefully:

1. General Return Policy

  • Wholesale Orders: All sales are considered final once the order has been processed and shipped. As a wholesale business, we do not accept returns for products once they are delivered unless the items are damaged or defective.
  • Defective Products: If you receive defective or damaged items, we will gladly process an exchange or Credit Note as outlined below.

2. Eligible Returns

Returns or exchanges are only accepted under the following conditions:

  • Damaged or Defective Products: If your order contains products that are damaged or defective, please notify us within 7 Days of receiving your order.
  • Incorrect Items: If you receive the wrong product(s) that were not part of your original order, please contact us immediately so we can resolve the issue.
  • Missing Items: If an item is missing from your order, please report it within 7 Days from the delivery date.

3. How to Request a Return or Exchange

If your order meets the criteria for a return, exchange, or refund, please follow these steps:

  1. Contact Us: Reach out to our Customer Service Team at info@kingstondistro.co.uk or 01482 32655 with your order number and a description of the issue (e.g., defective or damaged product, incorrect item).
  2. Provide Proof: If the product is damaged or defective, please provide photographs showing the issue to expedite processing.
  3. Return Instructions: If your return is approved, we will provide instructions for returning the item, including the address for returns and a Return Merchandise Authorization (RMA) number, if applicable.

4. Return Shipping Costs

  • Defective or Damaged Products: We will cover the cost of return shipping for defective or damaged items.
  • Incorrect Items: We will cover the return shipping costs if you received an incorrect item due to our error.
  • Customer Returns: In cases where the return is not due to a defect or error on our part, you are responsible for the return shipping costs.

5. Credit Note

  • Approved Returns: Credit Note will be issued once the returned products are received and inspected. An Email will be sent with your Credit Note to apply against your next order or used against an outstanding balance.
  • Processing Time: Please allow 14 Days for the processing of returns after we receive the returned product(s).
  • Partial Credit: If items are returned in an opened or used condition, we reserve the right to issue a partial Credit or no Credit at all, depending on the condition of the items returned.

6. Exchange Policy

If you would like to exchange a product, we will assist you with the process as long as the product is eligible for return (e.g., defective or damaged). Exchange requests are subject to product availability. If the product is no longer in stock, a refund will be issued instead.

7. Non-returnable Items

For health and safety reasons, the following items are non-returnable:

  • Opened or used vaping products (e.g., e-liquids, vape pens, or atomizers).
  • Disposable products or accessories that have been opened or used.
  • Custom orders or special order items.

8. Restocking Fee

In certain cases, we may apply a restocking fee for returns that are not due to a product defect or mistake on our part. This fee will be 2% and will be deducted from your refund.

9. Order Cancellations

Orders may be canceled before they are processed and shipped. If you wish to cancel an order, please contact us immediately at info@kingstondistro.co.uk or 01482 326555. Once the order has been shipped, it cannot be canceled, and our standard return policy will apply.

10. Contact Us

If you have any questions or need assistance with a return or exchange, please contact our Customer Service Team:

Kingston Trading (UK) LTD, Site A Wiltshire Road, Dairycoats Industrial Estate, Hull, East Yorkshire, HU4 6PA, United Kingdom
Email: info@kingstondistro.co.uk

Phone: 01482 326555