Who we are
Monkey King (monkeyking.co.uk) is run by Eco Vape Ltd, a company registered in England and Wales under company number 09287568. Our registered office is Cotes Park Industrial Estate, Cotes Park Lane, Somercotes, Alfreton, DE55 4NJ. Monkey King is a brand of Eco Vape Ltd, and orders are packed and despatched by Eco Vape from Cotes Park.
If you need to get in touch about an order, a return or a refund, our team is here to help:
- Phone: 01773 687 676
- Email: sales@monkeyking.co.uk
Please always contact us before sending anything back. Lots of problems can be sorted out over the phone or by email, and it means we know your parcel is coming.
Changed your mind? Cancelling your order
You’re welcome to cancel your order for any reason, as long as you let us know within 14 days of the day you receive it. If your order arrives in more than one parcel, the 14 days start from the day the last parcel arrives.
To cancel, just tell us clearly by phone or email. Include your name, order number and the items you want to return. You can use the model cancellation form at the bottom of this page if you like, but you don’t have to.
Once you’ve told us, you then have a further 14 days to send the items back to us.
Who pays for return postage?
If you’re returning something because you’ve changed your mind, the return postage is at your own cost. We recommend a tracked service and keeping your proof of postage, because the parcel is your responsibility until it reaches us.
If an item is faulty, damaged or not what you ordered, we’ll cover the return postage. See Faulty, damaged or wrong items below.
How to return an item
- Contact us first on 01773 687 676 or at sales@monkeyking.co.uk to tell us what you’re returning and why.
- Pack the items securely, ideally in their original packaging, so they don’t get damaged on the way back.
- Pop a note inside with your full name, order number and the reason for the return (for example: unwanted, faulty or wrong item).
- Post it to our returns address:
FAO: Customer Service Team, Monkey King Returns
Eco Vape Ltd
Cotes Park Holdings
Cotes Park Lane
Alfreton, Somercotes
DE55 4NJ - Keep your proof of postage until your refund has come through.
Please don’t send returns to any other address or to a shop. We won’t have the records needed to process your return there.
What condition do returns need to be in?
For change-of-mind returns, items should come back unused, undamaged and complete, ideally in the original packaging.
You’re welcome to open the outer packaging to look at a product, just as you would in a shop. If an item comes back used or handled more than that (for example, a lighter that has been filled or used, or a grinder that has been used), we may reduce your refund to reflect the loss in value. We’ll always explain why if we do.
Items we can’t take back once opened
For hygiene reasons, we can’t accept change-of-mind returns of these items once their seal or packaging has been opened:
- Rolling papers, including booklets, 4m rolls and papers-and-tips packs
- Filter tips
- Pre-rolled cones
- Smoking packs that contain any of the above
Unopened, still-sealed items in these categories can be returned as normal within the 14 days. This doesn’t affect your rights if an item is faulty, damaged or wrong. We’ll always sort that out.
Faulty, damaged or wrong items
If something arrives faulty, damaged, incorrect or with items missing, we’re sorry. Here’s what to do:
- Tell us as soon as you can, ideally within 48 hours of delivery, on 01773 687 676 or at sales@monkeyking.co.uk.
- Send photos of the item and the packaging if you can, as this helps us sort it out quickly.
- Have your name, order number and address ready.
Reporting quickly just helps us investigate with the courier. It isn’t a deadline, and it doesn’t affect your legal rights.
What we’ll do
If an item is faulty, damaged or wrong, we’ll cover the cost of sending it back to us. We’ll either email you a prepaid returns label or refund your reasonable return postage. For low-value items, we may not need you to send anything back at all.
Once we’ve confirmed the problem, you can choose:
- A full refund, if you tell us within 30 days of delivery
- A replacement of the same item
- A repair or replacement if the fault shows up after 30 days. If that doesn’t work, you can have a refund, which may be reduced to reflect the use you’ve had.
If an item stops working through normal wear and tear, accidental damage or misuse, it isn’t classed as faulty.
If we can’t find a fault
If we inspect a returned item and can’t find a fault, we’ll get in touch to explain and send it back to you free of charge.
Lost or late parcels
Your order is our responsibility until it’s delivered to you. You’ll receive tracking details by email once it’s on its way.
If your parcel hasn’t arrived within 3 working days of despatch, contact us and we’ll chase it with the courier. If the courier confirms it’s lost, we’ll send a replacement or give you a full refund, whichever you prefer.
If tracking shows your parcel as delivered but you can’t find it, check with neighbours and any safe place first, then let us know as soon as possible so we can investigate with the courier.
Refunds
When will I get my refund?
- Change-of-mind returns: we’ll refund you within 14 days of receiving the items back, or within 14 days of you showing us proof that you’ve sent them, whichever comes first.
- Faulty, damaged or wrong items: we’ll refund you within 14 days of agreeing that you’re entitled to a refund.
In practice we usually process refunds within 48 hours of your return arriving, and we’ll email you when we do.
How will I be refunded?
Refunds go back to the original payment method you used at checkout. We’ll only offer store credit instead if you ask for it. Once we’ve issued the refund, your bank or card provider usually takes up to 5 working days to show it, although it’s often quicker.
What about delivery charges?
- If you cancel your whole order, we’ll also refund the delivery charge you paid, up to the cost of our cheapest standard delivery. If you chose a premium service such as next day or Saturday delivery, we’ll refund the standard delivery amount, not the extra.
- If you cancel only part of an order, we don’t refund the original delivery charge.
- For faulty, damaged or wrong items, we’ll refund the delivery charge in full where the whole order is affected.
Still waiting?
If your refund hasn’t appeared 5 working days after we’ve confirmed it’s been issued, please call 01773 687 676 or email sales@monkeyking.co.uk and we’ll look into it.
Your legal rights
Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. For more information, visit Citizens Advice.
Contact us
If you have any questions about returns or refunds, we’re always happy to help:
- Phone: 01773 687 676
- Email: sales@monkeyking.co.uk
- Online: Contact Us
Model cancellation form
Only fill this in if you want to cancel your order. You can also just email or call us.
To: Eco Vape Ltd, FAO Customer Service Team, Monkey King Returns, Cotes Park Holdings, Cotes Park Lane, Alfreton, Somercotes, DE55 4NJ, sales@monkeyking.co.uk I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods: ______ Ordered on / received on: ______ Order number: ______ Name: ______ Address: ______ Signature (only if sending on paper): ______ Date: ______
Last updated: 9 October 2026