Terms of Service
1. About these Terms
These Terms apply to your use of the Website and to any purchase you make from Mix Labs. By browsing, accessing, or purchasing from the Website, you agree to these Terms. If you do not agree, you must stop using the Website.
Where we refer to “you” or “your”, we mean any user of the Website and/or customer placing an order. Where we refer to “Goods” or “Products”, we mean any items sold on the Website.
2. Eligibility & age restriction (18+)
2.1 Age restriction. This Website sells nicotine-containing and other age-restricted products. You must be aged 18 or over to access and purchase from the Website.
2.2 Confirmation. By accessing the Website and/or placing an order, you confirm that you are aged 18+.
2.3 Age verification. We operate an age-compliance policy. This may include:
- date-of-birth confirmation at entry,
- electronic age verification checks (we are actively progressing enhanced age verification),
- manual review of orders, and/or
- requesting documentary proof of age.
2.4 Our rights. We reserve the right to refuse access, cancel and refund any order, or refuse to supply where:
- age cannot be verified to our satisfaction, or
- we reasonably suspect an order has been placed by or on behalf of a person under 18.
2.5 Prohibited behaviour. Attempting to purchase on behalf of a person under 18 is strictly prohibited.
3. Shipping regions
We currently ship only within the United Kingdom and the Channel Islands. We do not ship internationally. We reserve the right to cancel any order placed with an address outside these permitted regions.
4. Products & information
We aim to ensure product descriptions, images, and pricing on the Website are accurate. However, images are illustrative and packaging may change.
You are responsible for ensuring Products are suitable for your needs before purchase. If you are unsure, contact us before ordering.
5. Orders & contract formation
5.1 Acceptance. All orders are subject to acceptance and availability.
5.2 Contract formation. A legally binding contract between you and Mix Labs is formed only when your order is dispatched.
5.3 Order review. We may review or hold orders for checks (including age and fraud prevention) prior to dispatch.
6. Pricing errors & stock discrepancies
We take care to ensure pricing and stock information is correct, but errors can occur.
6.1 Pricing errors. If a Product is listed at an incorrect price due to a typographical error, technical issue, or human mistake, we may:
- cancel the order and refund any payment made, and/or
- contact you to offer the Product at the correct price (where possible).
6.2 Obvious mistakes. We are not obliged to supply goods at an incorrect price where the error is obvious and unmistakable.
6.3 Stock discrepancies. If a Product becomes unavailable after you place an order, we may cancel the affected item(s) and issue a refund for those item(s).
7. Payment, security & fraud prevention
7.1 Payment. Payment must be made in full at the time of ordering.
7.2 Fraud prevention. We reserve the right to refuse, cancel, or hold any order where we suspect fraud or unauthorised payment activity.
7.3 Bad-faith disputes. We reserve the right to dispute chargebacks or payment disputes we reasonably believe are fraudulent or made in bad faith.
8. Delivery (Royal Mail Tracked24)
8.1 Service. Orders are dispatched using Royal Mail Tracked24.
8.2 Delivery times. Any delivery timeframe shown is an estimate and not guaranteed.
8.3 Address accuracy. You are responsible for providing a complete and accurate delivery address. If an order is returned to us due to an incorrect address or failure to collect, we may:
- charge for re-delivery, and/or
- deduct original shipping costs from any refund.
8.4 Risk and title. Risk passes to you upon delivery to the address provided. Title to goods passes once we have received full payment and the goods have been dispatched.
9. Cancellations
9.1 Before dispatch. You may request cancellation before dispatch. If the order has not been dispatched, we will cancel and refund the order (subject to any non-recoverable processing costs where applicable).
9.2 After dispatch. Once an order has left our premises, it cannot be cancelled; it must be returned in line with Section 10. Return shipping costs are the customer’s responsibility unless the goods are faulty.
10. Returns & refunds
We operate returns in a way that is mindful of product safety and hygiene. Any discretionary decision by us does not create a continuing entitlement for future returns.
10.1 Unopened e-liquids
We may accept returns of e-liquids only if the tamper-proof childlock seal remains intact and the Product is unused and in its original condition. Opened nicotine products cannot be resold and will not be accepted for return.
10.2 Hardware
Hardware returns are generally handled on a case-by-case basis. Where hardware is faulty, you may be eligible for return within 30 days (and in some cases longer in line with statutory rights). We may require the Product to be returned for inspection before issuing a replacement or refund.
10.3 Change of mind / hygiene
Due to the hygienic nature of vaping products, we do not generally accept change-of-mind returns. However, we may consider requests at our discretion depending on the Product condition and whether it can lawfully and safely be resold.
10.4 Return process
- Contact us first at info@mixlabs.co.uk with your order number and details.
- We will advise whether a return is accepted and provide next steps.
- Returned goods must be packaged securely to avoid damage in transit.
11. Faulty or damaged goods
11.1 Reporting. If goods arrive damaged, missing, or faulty, please contact us as soon as reasonably possible with your order details and photos where appropriate.
11.2 Inspection. We may require goods to be returned and received by us for inspection before a refund or replacement is issued. In some cases, we may provide a solution without requiring return, at our discretion.
12. Your statutory rights
Nothing in these Terms affects your statutory rights under UK law, including the Consumer Rights Act 2015. Where the law grants you specific rights (including in relation to faulty goods), those rights remain in place.
Some Products may be exempt from certain cancellation/return rights once unsealed for hygiene or safety reasons. If you have questions about a specific Product, contact us before purchase.
13. Right to refuse service
We reserve the right to refuse service, cancel orders, and/or restrict access to the Website where we reasonably believe:
- these Terms have been breached,
- fraudulent or suspicious activity has occurred,
- age verification requirements have not been satisfied, or
- we cannot safely or lawfully fulfil the order.
14. Chargebacks & disputes
If you have an issue with an order, please contact us first so we can resolve it quickly. Where a chargeback or payment dispute is raised, we may provide evidence to the payment provider including delivery confirmation, order information, communications, and fraud screening results.
Fraudulent disputes may be reported to relevant authorities.
15. Website use rules
You must not misuse the Website. This includes attempting unauthorised access, interfering with Website operation, transmitting malicious code, or placing fraudulent orders.
16. Intellectual property
All content on the Website (including logos, graphics, text, product images, and branding) is owned by Mix Labs or our licensors and is protected by intellectual property laws. You may not copy, reproduce, or distribute Website content without our permission.
17. Liability
17.1 Non-excludable liability. Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
17.2 General limitation. Subject to 17.1, our total liability in connection with any order shall not exceed the total value paid for the Products in that order.
17.3 Indirect loss. Subject to 17.1, we are not liable for indirect or consequential losses.
18. Changes to these Terms
We may update these Terms from time to time. The version displayed on the Website at the time you place your order will apply to that order.
19. Governing law & jurisdiction
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
20. Contact
If you have any questions about these Terms, contact us at info@mixlabs.co.uk or call 01892 481101.
