Returns and refunds policy

Last updated: 30 October 2026

This policy applies to goods bought by trade customers on the Mix Labs trade website and forms part of our trade terms and conditions. Because our customers buy in the course of their business, the consumer cancellation rights that apply to online shopping do not apply to these orders. This policy sets out what we will do instead.

Please contact us before sending anything back on 01892 481101, at [email protected] or through our contact form, quoting your order number. Returns sent without contacting us first may be refused.

Returns address:
Mix Labs UK Ltd
Goshen Farm, Brenchley Road
Matfield, Kent
TN12 7DT

You can cancel an order free of charge at any time before it is dispatched. If you have already paid, we will refund you in full to the account you paid from. Once an order has been dispatched, it is treated as a return of unwanted stock (see below).

• Contact us within 14 days of delivery.
• Items must be unopened, unused and sealed, in their original packaging and in a condition we can resell. We cannot accept opened items.
• You pay the return postage. We recommend a tracked service, as we are not responsible for returns lost or damaged on the way back to us.
• Once we have received and checked the goods, we will refund the price of the returned items or issue a credit note against a future invoice. The original delivery charge is not refundable.
• Clearance lines, items marked [EXPIRED] and items sold under a special offer may be excluded; this will be stated on the product page.

We take great care when packing orders, but damage in transit can happen. If an item arrives damaged, is missing or is not what you ordered:

• Tell us within 7 days of delivery, ideally within 24 hours.
• Send photos of the outer box showing the shipping label, and photos of the damage. If you think a parcel is damaged before you open it, photograph it unopened too. We need these photos to make a claim with the courier.
• Do not open a damaged sealed product, as we may need it back.
• Where we sent the wrong item or something is missing, we will cover all costs of putting it right.

If a sealed item has a missing or damaged part inside, the manufacturer may be best placed to supply it, as we cannot split sealed products. Contact us and we will help.

If your parcel has not arrived, get in touch and we will open an investigation with the courier. We can offer a replacement or refund once the courier has completed its investigation. Most claims are resolved within 14 days, but some take longer, particularly at busy times of year.

• Mods and kits carry a 6 month warranty from the date of sale to the end user.
• Warranty claims from end users are handled by the retailer who sold the product. You then return the faulty item to us.
• Tanks, coils, pods and single-use devices are not covered by warranty.
• Leaking is not treated as a fault unless it is caused by more than the coil, broken glass, an o-ring or condensation build-up.
• Every return must include a completed hardware returns form. List each product separately and describe the fault clearly. Faults described only as "broken", "not suitable" or "not charging" will be rejected without testing.
• Devices must be returned in their original packaging with the importer's label intact.

Our QA team tests every returned device against the fault described on the form. Where a fault is confirmed, we issue a credit note for the wholesale value, which you can use against a future invoice. Where no fault is found, no credit is given and we can return the item to you for testing, training or display.

If you are unsure about any part of the process, speak to your account manager before sending items back.

Refunds are paid by bank transfer to the account you paid from, usually within 5 working days of us agreeing the refund. Credit notes are emailed to you and can be used against any future invoice.

This policy does not affect any rights you have under the law that cannot be excluded.