Hayati Pro accepts returns on sealed, unused products and on any faulty device. Every return is handled under UK consumer law: the Consumer Contracts Regulations 2013 for change-of-mind returns, and the Consumer Rights Act 2015 for faulty goods.
Your return rights at a glance
| Reason for return | Window | What you get | Return postage |
|---|---|---|---|
| Change of mind (sealed items only) | 14 days from delivery | Full refund of the item price | Paid by customer |
| Faulty on arrival | 30 days from delivery | Full refund, replacement or repair | Paid by Hayati Pro |
| Fault develops after 30 days | Up to 6 months | Repair or replacement | Paid by Hayati Pro |
| Cancel before dispatch | Before dispatch email | Full refund | Not applicable |
Change-of-mind returns
You have 14 days from delivery to return a sealed, unused product for a full refund. This right sits under the Consumer Contracts Regulations 2013.
Three conditions apply:
- The product must be sealed and unused, in its original, unopened packaging.
- The 14-day window starts the day the order arrives.
- The customer pays return postage on change-of-mind returns.
Faulty or damaged items
Hayati Pro replaces or refunds any faulty Hayati device under the Consumer Rights Act 2015. Three rights apply:
- Within 30 days: a short-term right to reject a faulty item and receive a full refund.
- Within 6 months: the right to a repair or replacement if the fault existed at delivery.
- After a failed repair: the right to a partial or full refund.
Hayati Pro pays return postage on every confirmed fault. Manufacturer warranties on Hayati and PAX Labs devices sit alongside these rights and do not replace them.
What you cannot return
UK hygiene rules exempt sealed nicotine products from change-of-mind returns once opened. This exemption sits inside regulation 28 of the Consumer Contracts Regulations 2013.
Hayati Pro cannot accept the following for change-of-mind returns:
- Opened e-liquids: unsealed nic salts, shortfills, 50/50 or freebase bottles.
- Opened pods: prefilled or refillable pods where the seal is broken.
- Opened nicotine pouches: tins with the seal broken.
- Used devices: Hayati or PAX Labs devices that have been charged, activated or vaped on.
These exclusions apply to change-of-mind returns only. Faulty items keep their full refund and replacement rights under the Consumer Rights Act 2015.
How to start a Hayati Pro return
Every return starts by contacting the Hayati Pro support team. The team issues return confirmation and the correct return address before you post anything.
Start a return in 4 steps:
- Email hayatiproshopify@hotmail.com with your order number and the reason for the return.
- Wait for return confirmation and the return address from the support team.
- Post the item back within 14 days of confirmation, sealed and packed to protect it in transit.
- Receive your refund once the item reaches the return address and passes inspection.
Return postage receipts are worth keeping until the refund clears, in case the parcel goes missing in transit.
Refund timelines
Hayati Pro issues refunds within 14 days of receiving the returned item. This is the statutory maximum under the Consumer Contracts Regulations 2013.
Refunds return to the original payment method. Banks usually clear the refund within 3 to 5 working days after Hayati Pro issues it.
Cancelling an order before dispatch
You can cancel an order at any time before it is dispatched, for a full refund. A contract only forms when Hayati Pro dispatches the order, so pre-dispatch cancellation is a simple full refund with no return postage.
Contact the support team by email as soon as possible with your order number. Once the dispatch confirmation email is sent, the standard return process applies.