Last updated: 20 August 2026

This Returns & Refunds Policy applies to consumer purchases made from Express Drop, operated by Express Drop LTD (“Express Drop”, “we”, “us” or “our”).

Nothing in this policy is intended to limit or exclude any rights you have under applicable consumer law.

1. Change-of-mind cancellations

If you are a consumer purchasing online, you will normally have the right to cancel your order within 14 days after the day on which you, or a person nominated by you, receives the goods.

To exercise your right to cancel, you must inform us clearly of your decision to cancel within the applicable cancellation period.

You can contact us at:

Email: hello@expressdrop.co.uk
Phone: 07561 333007

Please include your name, order number and details of the item(s) you wish to return.

After notifying us of your cancellation, you must normally send the goods back within 14 days.

2. Condition of change-of-mind returns

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you might inspect them in a shop.

You are responsible for taking reasonable care of goods while they are in your possession.

Where handling goes beyond what is reasonably necessary and results in a reduction in the value of the goods, we may make an appropriate deduction from the refund where permitted by law.

Where possible, please return goods with their original packaging, accessories, instructions and any other items supplied with them.

3. Items that may not qualify for change-of-mind cancellation

Certain goods may be excluded from the statutory right to cancel in circumstances provided by law.

This may include, where applicable, sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed.

Depending on the nature and condition of the product, this may apply to certain sealed mouth-contact products, consumables or other hygiene-sensitive products sold by Express Drop.

We will not apply an exception simply because a product is a vape or smoking-accessory product. Whether an exception applies will depend on the particular goods and the circumstances.

These exclusions do not affect your rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

4. Faulty, damaged, incorrect or misdescribed goods

Your statutory rights are separate from our change-of-mind returns process.

Goods supplied by Express Drop must meet the standards required by applicable consumer law, including being of satisfactory quality, fit for purpose where applicable and as described.

If an item arrives damaged, is faulty, is incorrect or is not as described, contact us as soon as reasonably possible at hello@expressdrop.co.uk.

Please provide your order number, an explanation of the issue and, where reasonably requested, photographs or other information that can help us assess the problem.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, repair or replacement.

Nothing in this policy restricts any statutory remedy available to you.

5. Vape products, e-liquids and other consumables

Some products sold by Express Drop are sealed, consumable or intended for personal use.

Where a statutory cancellation exception legally applies because sealed goods are unsuitable for return for health protection or hygiene reasons after being unsealed, the change-of-mind cancellation right may cease once the seal has been broken.

This does not remove your statutory rights if the product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

For safety reasons, please do not continue using a product you believe may be defective.

6. Return postage

For a change-of-mind cancellation, you will normally be responsible for the direct cost of returning the goods unless we agree otherwise or applicable law requires otherwise.

You should use an appropriate return method and retain proof of postage until your return has been completed.

If goods are faulty, damaged, incorrect or misdescribed, we will deal with reasonable return costs in accordance with your statutory rights and the circumstances of the return.

Please contact us before sending such goods so that we can provide appropriate return instructions.

7. Refunds

Where a valid change-of-mind cancellation applies, we will refund payments due to you in accordance with applicable law.

We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first, where permitted by law.

Refunds will normally be made using the same means of payment used for the original transaction unless another method is agreed or the original payment method cannot reasonably be reversed.

For orders paid by bank transfer or cash on delivery, we may request appropriate information from you so that an eligible refund can be made securely.

Once we issue a refund, the time it takes to appear in your account may depend on your bank or payment provider.

8. Original delivery charges

Where you exercise a statutory right to cancel the entire order, we will refund the standard outbound delivery charge where required by law.

If you selected a more expensive delivery option than our least expensive standard delivery method, we are not required to refund the additional cost of that upgraded delivery service.

The treatment of delivery charges for partial returns will depend on the circumstances and applicable law.

9. Return address

Please contact us before sending a return so that we can provide the appropriate return instructions. Contacting us first does not affect any statutory right you may have to cancel.

Express Drop LTD
Unit 4, 16 Morris Road
Leicester
LE2 6BR
United Kingdom

This is our registered office and returns address. No customer collections or in-person returns are available at this address.

Please do not attend the premises to make a return.

10. Refused and uncollected parcels

Refusing delivery or failing to collect a parcel does not necessarily constitute valid notice that you wish to exercise a statutory cancellation right.

If you wish to cancel an eligible order, please notify us clearly.

Where a parcel is returned to us because of an incorrect or incomplete address supplied by the customer, refusal, or failure to collect it, any refund or redelivery will be handled according to the circumstances, applicable law and any reasonable costs we are legally entitled to recover.

11. Returning age-restricted goods

The sale and delivery of age-restricted products are subject to our Age-Restricted Sales Policy.

A failed age-verification or age-restricted delivery check does not automatically remove any rights you have under applicable law.

Where an order cannot lawfully be supplied or delivered, we will handle the order and any refund due in accordance with applicable law and our Terms & Conditions.

12. Trade and business purchases

This consumer Returns & Refunds Policy is not intended to grant consumer cancellation rights to purchases made wholly or mainly for business purposes.

Approved Trade/B2B purchases are subject to the applicable Express Drop Trade Terms & Conditions and Trade Returns Policy.

Nothing in this section affects rights or remedies that a business customer may have under applicable law or the agreed contract.

13. Contact us

For cancellations, returns, refunds or problems with an order, contact:

Express Drop LTD
Company No. 17301558
Registered in England & Wales

Registered office & returns address
Unit 4, 16 Morris Road
Leicester
LE2 6BR
United Kingdom

Email: hello@expressdrop.co.uk
Phone: 07561 333007

No customer collections or in-person returns are available at this address.