Last updated 6 October 2026.

Changing your mind (consumers)

If you buy as a consumer you can cancel your order for any reason within 14 days. The 14 days start the day after you, or someone you nominate, receive the goods. You can cancel before the goods arrive too.

To cancel, email hello@bigsalts.com with your order number and the words “I want to cancel my order”, or copy the form at the bottom of this page. We will confirm by email and give you the returns address and a returns reference.

Send the goods back within 14 days of telling us, at your own cost, in their original sealed condition and with proof of postage. We recommend a tracked service, because the goods remain your responsibility until they reach us.

We refund the price of the goods and the cost of standard delivery within 14 days of receiving the goods back, to the payment method you used. If you chose a faster delivery option, we refund the standard delivery cost only. We may reduce the refund if the goods have been handled more than is needed to check them.

What cannot be returned

E-liquid is sealed for health protection and hygiene reasons. Once a bottle of Salt Fill or Salt Shot has been opened or its seal broken, it cannot be returned unless it is faulty. This is permitted by the Consumer Contracts Regulations 2013.

Trade orders are business-to-business contracts and are not covered by the 14-day cancellation right. Faulty goods on trade orders are replaced or refunded as below.

Faulty, damaged or wrong goods

If goods arrive damaged, are faulty or are not what you ordered, email hello@bigsalts.com within 30 days of delivery with your order number and, if possible, a photo. You can choose a full refund or a replacement. Within six months of delivery you can still ask for a replacement, or a refund if a replacement is not possible. We pay the return postage for faulty, damaged or wrong goods.

These rights come from the Consumer Rights Act 2015 and are not affected by anything on this page.

How refunds are paid

Refunds go back to the card or account used to pay. Card refunds usually show within five working days of us processing them, depending on your bank. Bank transfer refunds for trade accounts are made within 14 days.

Returns address

Please do not return goods without contacting us first. We will give you the returns address and a reference so that your return can be matched to your order quickly.

Cancellation form

You may use this wording if you wish to cancel. Send it to hello@bigsalts.com.

To E Juice Warehouse Limited trading as BIG SALTS, Hanover Buildings, 11-13 Hanover Street, Liverpool L1 3DN, hello@bigsalts.com:
I hereby give notice that I cancel my contract of sale of the following goods: [description]
Ordered on: [date] / Received on: [date]
Order number: [number]
Name of consumer: [name]
Address of consumer: [address]
Date: [date]