Effective Date: May 4, 2020


We are a company registered in England and Wales as JUUL Labs UK Ltd.  Our company number is 11015145 and our registered office is at Suite 1, 3rd Floor 11-12 St. James's Square, London, United Kingdom, SW1Y 4LB.  Our VAT number is GB285094380.

These are the terms and conditions on which we supply products to you (referred to throughout these terms as “Terms of Service” or “Terms”). Please read these Terms carefully before you create an account with us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms, please contact us to discuss.

When referring to our own products that we sell through our website or our mobile application technology ("app"), we use the term “Products”.

We limit the purchase of Products through our website or app to individuals that are 18 years of age, by creating an account with us you agree that you are at least 18 years of age. The Products are regulated under UK laws regarding the sale of e-cigarettes including the Tobacco and Related Products Regulations 2016. Additionally, as the distribution of e-cigarettes and refill pods is subject to different legal requirements in different countries, JUUL Labs limits the use of the website to individuals residing in the United Kingdom. JUUL Labs does not guarantee that compliance with these Terms of Service will be sufficient to comply with your obligations under applicable laws where you reside or where you use the website or app.

JUUL Labs may, and reserves the right to, from time to time modify, limit, change, discontinue, or replace the Website, any app and these Terms of Service at any time. While we will endeavor to let you know when we update these Terms, we would recommend that you review these Terms on a regular basis to keep yourself informed of any modifications, limitations, changes or replacements. Your ongoing use of the Website indicates acceptance of such modification, limit, change, discontinuance or replacement.

Please read these Terms of Service carefully to ensure that you understand each provision.


These terms apply to the use of our website or app, creation of accounts with us and the orders that you place with us. You must read and agree to these Terms before using the website or app. Any use of an account by anyone under 18 years of age is strictly prohibited and in violation of these Terms. When we refer to an account in these Terms of Service, we are referring to an account you create through our website or app.

We have these strict rules relating to use of our website and app because these relate to or contain age-regulated products, most of which include minimum purchasing and usage age requirements. We take the prevention of underage use very seriously; JUUL Products and all other nicotine products should never be used by anyone under the legal age.

An age-verification check will occur (in accordance with our Privacy Policy) during the registration process in order to confirm that you are of legal purchasing and usage age. Only persons 18 years of age and that have been age-verified can purchase Products and use our app. Due to age-restriction laws and regulations, we may use your provided information to conduct age-verification for your purchases and may deny or cancel your purchases or access to our app due to such regulations, as with all personal information that we receive, this will also be handled and processed in accordance with our Privacy Policy.

We encourage consumers to do their own research regarding nicotine containing vapour products and what is right for them. JUUL Labs’ Product materials are not intended to imply that the Products have been evaluated by any relevant regulatory authority unless this is explicitly stated. This Product is not intended to diagnose, treat, cure, or prevent any disease (including addiction to smoking). Equally, the Product is not intended to help smokers cut down, quit or reduce consumption of tobacco products. If you have any health concerns about use of JUUL, we recommend that you consult with your doctor/other medical professional. Inhalation of e-vapour from JUUL may aggravate pre-existing respiratory or heart conditions. Additionally, use or ingestion of nicotine, at any level, may cause other symptoms (such as abnormal heart rate and blood pressure, dizziness, nausea, vomiting, coughing, hiccups, nasal congestion, irritation in the mouth and/or throat, chest palpitations and stomach pain). If you do not currently use nicotine containing products, we recommend that you do not start.

WARNING: This product contains nicotine which is a highly addictive substance. Harmful if swallowed or if inhaled. May cause damage to organs through prolonged or repeated exposure. Glacier Mint e-liquid contains Peppermint Oil. May cause an allergic reaction. If swallowed: Call a POISON CENTRE/doctor if you feel unwell. If on skin: Wash with plenty of water. Keep out of reach of children.

In order to purchase from the website or set up an app account you must complete the registration process to obtain a user account. You will be required to provide basic information which may include your name, address, e-mail address, phone number, ID copy and date of birth. You must provide complete and accurate information about yourself during the registration process, you also have an ongoing obligation to update this information if and when it changes so please review this regularly.

When you click to purchase products through our app, you will be redirected to the website in order to make your purchase. Therefore, references in these Terms of Service to purchases from the website include purchases you may have commenced within our app.

When you create an account, you will be required to create a user ID and password. In doing so, you agree the following:

  • You will not share your user ID and password with anyone else.
  • Only you will use your account.
  • You will contact JUUL Labs using the contact details at the bottom of these Terms immediately in the event you become aware of unauthorised access to your account.
  • You are responsible for all activity that takes place in connection with your account.
  • You will not create more than one account.

If you do not understand the consequences of agreeing to any of the above, or do not agree to any of the above, please contact us before proceeding to create an account with us.

By registering and obtaining an account you affirm that you will comply with these Terms and your registration constitutes your consent to enter into agreements with us electronically.


We reserve the right to restrict access to, suspend, disable, terminate, and/or delete your account for any reason that we deem necessary. In the event your account is suspended, disabled, terminated, or deleted, your only option is to request reinstatement of your account by contacting JUUL Labs using the contact details at the bottom of these Terms. You may not open alternate accounts. Nothing in these Terms of Service will or are intended to affect your statutory rights, for example your right to replacement Products if the Products you have purchased have a fault.


We strive to provide you with choices around how we communicate with you within our regulatory environment.

(a) Service communications
With the creation of an account you agree that we may send to you service communications regarding the website or our app. These types of communications will be provided in accordance with your communication preferences (which you can manage at any time via this link.

(b) Other communications
By providing your contact details and/or subscribing to receive other communications from (for example product updates, surveys, questionnaires, newsletters etc), you are representing that you are happy to receive such communications and are of legal purchasing age (at least 18) for our Products in your location.

We will only use your personal information as set out in our Privacy Policy. You can manage your communication preferences at any time via this link, using the unsubscribe option on communications, or contacting us using the contact information at paragraph 18 below.


Customers and visitors are encouraged to forward comments or other communications to JUUL Labs via www.juul.co.uk, Contact Us or e-mail. We request, as a condition of you having an account with us, that you will not transmit content to JUUL Labs that is illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties, or objectionable and/or does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of “spam”.

We request, as a condition of you having an account with us, that you will not use a false e-mail address, impersonate a third party person or entity, or otherwise mislead JUUL Labs as to the origin of a communication. Communications violating the restrictions of this paragraph shall constitute a violation of these Terms of Service, and may result in the termination of your account at the sole discretion of JUUL Labs.


You agree to pay for all purchase orders you place through the website.

Except where noted otherwise, the prices displayed for JUUL Labs’ Products represent the full retail price (including VAT) listed on the Product itself. All prices are quoted and payable in GBP (British pounds), regardless of where an order is placed or shipped. Foreign exchange rates apply and may depend on the date your order was placed.

In the event that you dispute the amount or validity of any payments made to JUUL Labs through this website, you must notify JUUL Labs in writing, within ten (10) days of payment, of any such dispute by mail or by email at the address or email address listed below.

You agree that you will pay all reasonable costs and expenses of collection, including reasonable legal fees, incurred by JUUL Labs in the event of failure to make payment.


Orders submitted cannot be cancelled once they have been dispatched for delivery. Generally, this is within twenty-four (24) hours from the time that the order was submitted. To cancel an order placed before dispatch, please contact JUUL Labs Support at support.uk@juul.com as soon as possible. This does not affect your general right to change your mind and return a Product as described in paragraph 8 below.


These terms only apply to purchases made from our website, and do not cover purchases made from an authorised JUUL Labs retailer. If you have any issues with such purchases (from an authorised JUUL Labs retailer) you should speak with the relevant retailer where you purchased the Products in the first instance.

Save for Subscriptions (in which case paragraph 9 will apply), you have the right to withdraw from the purchase agreement with JUUL Labs and to return any new unused item purchased through the website for a refund without giving any reason up to fourteen (14) days following the receipt of the item purchased. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the purchase agreement by contacting JUUL Labs Support at support.uk@juul.com.

If you withdraw, JUUL Labs will reimburse to you all payments received from you, including the costs of shipment. We will not however reimburse you for any supplemental costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us at the time of purchase (e.g. if you paid extra for next day delivery we will only reimburse you for our standard delivery option).

If you elect to withdraw, you must return the new, unused item purchased to JUUL Labs within fourteen (14) days of notifying us of your election. We may withhold reimbursement until we have received the purchased item or you have provided us with evidence that you have sent back the item, whichever is earliest. No refunds will be issued for items not returned within fourteen (14) days of notifying JUUL Labs that you would like to return the items for a refund.

Because of the nature of the Products sold through the website, for sanitary reasons, JUUL Labs accepts returns of and will issue refunds only for new and unused devices. If the tamper proof seal is broken we will be unable to accept the returned Product and we will not issue a refund.


To register for automated shipping of JUULpods products (“Products”), you must have a valid JUUL.co.uk account, be a resident of the United Kingdom and provide a valid payment method (“Subscription”).

By choosing a Subscription through the Website, you agree to these Terms and the general website Terms of Service. In the case of any discrepancy, these Terms take precedence over the general website Terms of Service. JUUL Labs may amend these Terms from time to time at its discretion.

By choosing a Subscription through the website, you authorise us to charge you for your initial Subscription and for the recurring periodic charges for an indefinite period of time thereafter. The periodic charges for the Subscription will be based upon the applicable prices quoted on the website from time to time, except in cases of obvious error. Each Subscription order is subject to a minimum purchase of 2 JUULpod packs and a maximum of 15 JUULpod packs per month.

When you sign up for a Subscription, your first Subscription fee will be billed immediately. Unless we notify you otherwise, the cost for your following Subscription order will be charged on the date the Products are shipped, unless you pause your Subscription, cancel your Subscription, or it is canceled by us in accordance with these Terms. You may change the billing/shipping date by logging in to your account.

The charges for each dispatched Subscription shipment will be billed using the payment method used to create your Subscription or as otherwise directed by you. If your payment cannot be processed (including reasons such as, but not limited to, expired credit card date or change of address), you will be notified via email. Your Subscription will be placed on hold and no additional orders will be processed or shipped until the problem has been resolved or your Subscription has been cancelled.

Except where required otherwise by applicable law, all Subscriptions are subject to standard delivery only.

There may be occasions when, despite our efforts, we are unable to dispatch your Subscription. This may include circumstances where any of the Products in your Subscription have been discontinued. If this occurs, we will give you prior notice via email to update your Subscription to replace the discontinued Product. If you do not do this, we will pause your Subscription and you will receive an email from us to confirm that there has been an issue with your Subscription and that delivery of your Subscription will not take place. JUUL Labs Support will contact you directly to see if they can provide a remedy to the above Subscription issue. If you have been charged for discontinued Products, you may elect to receive a refund.

If a Product is out of stock we will delay dispatch of the Subscription until the Product is back in stock. If the price of the Products in your Subscription increases from the date your Subscription is first placed, we will provide you prior notice via email and seek your express consent before the price change shall take effect. If you do not consent, your Subscription will be deactivated/terminated. Unless you are in a minimum commitment period, you have the option to pause your own Subscription for a certain period. For example, you may wish to do this if you know that you will be away on holiday. Subject to any minimum commitment period (see below), you may pause a Subscription for up to 3 months at a time by accessing your account. After this period, the Subscription will automatically restart unless you cancel or suspend your account again.

You have the right to cancel your Subscription and return any unused Products to us within 14 days of receiving your first delivery under the Subscription, subject to our standard return policies found here. Should you wish to return any Products, please follow these instructions. Notwithstanding this right, you may cancel your Subscription at any time by accessing your account.

From time to time, JUUL Labs may offer special promotions for individuals who sign up for a Subscription. These special promotions may be subject to specific terms and conditions (including minimum commitment periods). Please read the terms and conditions that accompany special promotions carefully. By signing up for a Subscription under special promotions, you agree to the terms and conditions of such promotions.

For example, if you agree to a minimum commitment period (as notified at the time of starting the Subscription) and pause or cancel your Subscription before the minimum commitment period expires, we reserve the right to charge you an early termination fee for the cost of any discount or complimentary item you obtained when you signed up for the minimum commitment period. Any Product associated with a minimum commitment period is subject to availability, while quantities last. Any offer relating to a minimum commitment period cannot be used in conjunction with any other offer (unless specifically stated otherwise in the offer) and has no cash alternative. If you require assistance with your Subscription, please contact JUUL Labs Support.


When purchasing items through the website, you have a legal right to receive goods which are as described, fit for purpose and of satisfactory quality.

You agree to inspect any goods purchased upon receipt of your purchase order as soon as possible. Please report damaged, incorrect, or incomplete orders to us as soon as possible.

If you received an order shipped from JUUL Labs that is damaged, incorrect, or incomplete, please contact JUUL Labs Support at support.uk@juul.com immediately to explain the problem with your order and to request a refund or replacement goods. JUUL Labs may require you to return damaged items, in which case JUUL Labs will pay for the cost of return shipment.

JUUL Labs do not offer a general repair service for damaged devices nor does JUUL Labs provide spare parts for repair. This does not affect your right to replacement Products where such rights exist.


You agree not to sell, resell, distribute or make available to others, or otherwise use or exploit for any commercial purposes (including, without limitation, in contests, sweepstakes and/or giveaways) any portion of any Products or services purchased from this Website or otherwise obtained from JUUL Labs or a JUUL Labs representative without prior written permission of an authorized representative of JUUL Labs. Any person or entity that sells, resells, distributes or makes available to others, or otherwise uses or exploits any Products or services for commercial purposes without such prior written permission will void the product warranty and may be subject to civil action and/or criminal penalty, as prescribed by law.


The fight against unauthorised sales and counterfeiting is a long-term commitment to quality and service that is taken seriously by JUUL Labs. We advise consumers to be cautious when purchasing Products from unauthorised resellers as the quality, reliability and safety of these Products is uncertain and in some cases, may expose the user to serious dangers not encountered with genuine JUUL Labs Products.

Please refer to our “Authorised Retail Location” webpage or contact JUUL Labs Support to learn more about authorised dealers. Any Product purchased outside of our exclusive sales network runs the risk of being counterfeit and is not guaranteed under our extended warranty.

JUUL Labs will not assist with resolving issues pertaining to the purchase of counterfeit products nor will JUUL Labs provide refunds for such purchases.


This website may contain links to third-party websites. JUUL Labs does not intend these links to be viewed as an endorsement of those websites or their content. If you decide to access third-party websites, you do so at your own risk. Different terms of use will likely apply to any third-party website.


For more information about how we use and protect your personal information you may provide to us, please review our Privacy Policy.


These Terms are governed by English law and you can bring legal proceedings in respect of the Products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Products in either the Northern Irish or the English courts.


This website and our app(s) feature various forms of “intellectual property” such as trademarks, service marks, logos, text, software, files, graphics, photos, images, design, music, video and data that are the property of JUUL Labs and its affiliates.

This website and our app also may include intellectual property rights belonging to other third parties. All of these intellectual property rights are the property of their respective owners, and you agree not to use them in any manner without the prior permission of the applicable owner. This website and and our app and all of their content are protected under copyright, trademark and other relevant intellectual property laws of the United Kingdom and other countries.


All content of this website or our app, including but not limited to, any text, software, files, graphics, photos, images, designs, music, musical compositions, video, audio visual works, and data found on this website or app (which we collectively refer to as the “Materials”), are the property of and owned by JUUL Labs or JUUL Labs Group companies or its licensors, and are protected by copyright, trademark, and/or other laws.

Although we make all reasonable efforts to ensure that the content of the website and the app is updated and corrected, we do not guarantee the accuracy of any content; the material contained on this website or app may contain inaccuracies and typographical errors. The images of the Products on our website or app are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the Products. Your Product may vary slightly from those images. The packing of Products may also vary from that shown in images on our website or app.

We reserve the right to remove content for any reason, but we are not responsible for any failure or delay in removing such material. Changes are periodically made to the website and app and may be made at any time.
If you download any materials from this website, you do so at your own discretion and risk.


We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is “foreseeable” if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Products as summarised at paragraph 9.

We are not liable for business losses. We only supply the Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not give any warranties, express or implied, or make any representations as to the accuracy, adequacy or ability to access, or any delay in access, security of access, suitability or security of use of the website, app or any of its contents.

The app is aimed at enabling users to view their usage and set usage alerts, but we cannot guarantee that the content, information or services we provide through the app (including about usage) are fully accurate or correct or that they will be capable of being accessed at all times. The content, information or services provided through the app are not intended to, and should not be, relied upon as or replace any medical or medicinal product or service.

The website or app or any parts of them may be temporarily unavailable, or restricted or for other reasons such as connectivity or events beyond our reasonable control.


Severability: A finding that any term or provision of these Terms of Service is invalid or unenforceable will be removed from these Terms of Service and will not affect the validity or enforceability of the remaining Terms of Service.

Assignment: These Terms, and any rights and licenses granted hereunder, may not be transferred or assigned by you without our permission, but may be assigned by JUUL Labs without restriction. No waiver by JUUL Labs of any breach of these Terms of Service is effective unless in writing.

All notice required or permitted under these Terms of Service can be made in writing by mail or by email to:
Email: support.uk@juul.com
Address: Suite 1, 3rd Floor, 11-12 St James's Square, London SW1Y 4LB

JUUL 30-Day Money Back Guarantee

Satisfaction Guaranteed or Your Money Back

We are confident that the JUUL Starter Kit satisfies your needs. However, should you decide that JUUL isn’t suitable for you, you can take advantage of the JUUL 30-Day Money Back Guarantee to receive a full refund on your Starter Kit.

We've made it really easy to claim your money back: simply contact the JUUL Care Team and request a refund. You will then be provided with a return form and pre-paid label via email.

Fill in the return form and pack it into your box together with the JUUL Starter Kit, making sure that you include both the JUUL Device and the USB Charging Dock.

Then print off the pre-paid label you received, stick it onto your box and drop the parcel at any Collect+ location suitable to you.

You can expect a refund within 10-14 working days from JUUL Labs receiving the returned JUUL Starter Kit, depending upon your card provider. However, if you used PayPal, please note that your refund can take up to 30 days to show in your PayPal account. For more information on their refund policy, visit PayPal’s Help Center.

If you have any questions related to the JUUL 30-Day Money Back Guarantee, please visit our FAQs.

JUUL 30-Day Money Back Guarantee Terms and Conditions

  1. The JUUL 30-Day Money Back Guarantee is open to UK residents, aged 18+, who have purchased a JUUL Starter Kit online at www.JUUL.co.uk on or after 24th July 2019.
  2. If you have tried your JUUL Starter Kit and are not satisfied with it, we will refund the full purchase price (as evidenced by your proof of purchase), up to a maximum of £29.99, in accordance with these Terms and Conditions provided you claim your refund within 30 calendar days of purchase.
  3. The JUUL 30-Day Money Back Guarantee and these Terms and Conditions do not affect your statutory rights. You can learn more about your statutory rights from Trading Standards or your local Citizens Advice.
  4. To file your claim:
  5. Contact the JUUL Care Team and request a return form and pre-paid label.
  6. Fill in the return form and pack it into your box together with the JUUL Starter Kit, making sure that you include both the JUUL Device and the USB Charging Dock.
  7. Print off the pre-paid label you received, stick it onto your box and drop the parcel at any Collect+ location suitable to you.
  8. Please note that the stamp on your return parcel needs to be dated within 30 days from the original date of purchase for you to qualify for the Money Back Guarantee.
  9. The 30-Day Money Back Guarantee is limited to one application for a single refund per household. Multiple or bulk claims will not be accepted and any products sent to JUUL Labs along with such claims will not be returned.
  10. Only claims made by consumers will be considered. Claims made by retailers or wholesalers will not be accepted and any products sent to JUUL Labs along with such claims will not be returned.
  11. For a claim to be valid, all of the conditions in clause 4 above must be satisfied. Claims that do not satisfy all of the conditions in clause 4 above will be deemed invalid and no refund will be issued.
  12. The JUUL 30-Day Money Back Guarantee cannot be claimed via retailers.
  13. You can expect a refund within 10-14 working days following us receiving your return, depending on your original payment method. Credit card refunds will be sent to the card-issuing bank. Please contact your card-issuing bank with questions about when the credit will be posted to your account. If you paid for your Starter Kit using PayPal, please note that your refund can take up to 30 days to show in your PayPal account. For more information on their refund policy, visit PayPal’s Help Center.
  14. JUUL Labs will not be liable for any applications not received, delayed or damaged. Proof of postage is not proof of receipt.
  15. JUUL Labs’ decision is final and binding and no correspondence will be entered into with respect to applications invalidly submitted.
  16. JUUL Labs reserves the right to vary these Terms and Conditions or cancel this Money Back Guarantee at any point.
  17. By submitting a refund application, you will be deemed to have accepted and be bound by these Terms and Conditions and consent to the transfer of your personal data to the data controller for the sole purposes of the administration of this Money Back Guarantee.
  18. If any of these Terms and Conditions are deemed to be illegal, invalid or otherwise unenforceable, the affected term(s) or condition(s) will be deleted and the remaining ones will continue in full force and effect.
  19. JUUL Labs UK Ltd reserves the right to revoke the 30-Day Money Back Guarantee for all customers at any time and for any reason without prior notice.
  20. These Terms and Conditions will be governed by English law and the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claims that arise out of or in connection therewith.
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