EST Distribution Ltd

This Returns & Refunds Policy applies to all purchases made through alfakhercrownbar.co.uk and should be read alongside our Terms and Conditions.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, you must notify us by email at hello@alfakhercrownbar.co.uk before the cancellation period expires.

Once your cancellation request has been received, we will provide instructions for returning the goods.

2. Return Eligibility

To be eligible for a return:

  • The item must be unused and unopened.
  • The item must be in its original packaging.
  • The item must be in a resalable condition.
  • Proof of purchase must be provided.

Returns that do not meet these conditions may be refused.

3. Non-Returnable Products

For hygiene, safety and regulatory reasons, we cannot accept returns of:

  • Opened disposable vape devices
  • Opened e-liquids
  • Opened pods, cartridges, tanks or coils
  • Products with broken seals
  • Any product showing signs of use
  • Clearance or sale items (unless faulty)
  • Gift cards

These restrictions do not affect your statutory rights in relation to faulty products.

4. Faulty, Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

If your order is:

  • Damaged in transit
  • Faulty
  • Missing items
  • Incorrectly supplied

You must contact us within 24 hours of delivery by emailing hello@alfakhercrownbar.co.uk.

Please include:

  • Your order number
  • A description of the issue
  • Photographs where applicable

We may request additional information before authorising a replacement or refund.

Where a product is confirmed as faulty, we will offer a replacement, repair, store credit or refund in accordance with your statutory rights.

5. How to Return an Item

To request a return, please email hello@alfakhercrownbar.co.uk with:

  • Your full name
  • Order number
  • Details of the item(s) being returned
  • Reason for return

Returns sent without prior authorisation may not be accepted.

Approved returns should be sent to:

EST Distribution Ltd
St Peters House
Silverwell Street
Bolton
BL1 1PP
United Kingdom

We strongly recommend using a tracked delivery service, as we cannot accept responsibility for returned goods lost in transit.

6. Return Shipping Costs

Unless the item is faulty, damaged or supplied incorrectly:

  • Customers are responsible for return shipping costs.
  • Original delivery charges are non-refundable.
  • Any customs charges, duties or return shipping fees incurred from international returns remain the responsibility of the customer.
  • If a parcel is refused or returned to sender, any charges incurred may be deducted from the refund.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, refunds will be issued to the original payment method used for purchase.

Refunds are normally processed within 10 business days of approval, although your bank or payment provider may take additional time to complete the transaction.

8. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again.
  • Contact your card issuer or payment provider.
  • Contact your bank, as processing times can vary.

If you have completed the above steps and still have not received your refund, please contact us at hello@alfakhercrownbar.co.uk.

9. Exchanges

We only replace products that are:

  • Faulty
  • Damaged in transit
  • Incorrectly supplied

If you require an exchange, please contact hello@alfakhercrownbar.co.uk with your order number and details of the issue.

10. Promotional Products

Free promotional items and discounted promotional products do not contribute towards qualifying spend thresholds for additional promotions.

EST Distribution Ltd reserves the right to:

  • Amend promotional offers
  • Withdraw promotions without notice
  • Cancel orders where promotional offers have been misused

11. Consumer Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

If you require assistance regarding a return or refund, please contact our customer service team at hello@alfakhercrownbar.co.uk.